Ronald Sampaio

14+ years of Customer Experience (CX) in B2B and B2C across finance, technology, and tourism sectors.

Expertise in CRM and Helpdesk platforms: Salesforce, Zendesk, SAP, Sabre, Amadeus.

Proven track record exceeding KPIs: CSAT, NPS, SLA, AHT, FCR, quality assurance, and adherence metrics. Strong background in Technical Troubleshooting, Incident Resolution, and Root Cause Analysis for complex Level 1-4 cases. Experienced in multilingual customer interactions (English, Portuguese, Spanish), translation, and localization of knowledge base content.

Adaptable to fast-paced, high-volume environments with the ability to manage competing priorities under strict SLAs. Accustomed to delivering presentations and training sessions in a lecture format, using all communication channels.

Portuguese

Native - English/Spanish Fluent.

Player Support Specialist at WILDLIFE STUDIOS (2024-01 – 2025-01)

• Respond to and resolve high-volume player inquiries via Zendesk email support, maintaining a high First-touch resolution rate.
• Identify and document recurring customer issues to improve game stability and support processes, consistently exceeding CSAT and SLA targets.
• Collaborate with technical teams to ensure efficient Issue documentation and problem-solving for account and transaction queries.
• Demonstrated extreme Attention to detail and Multitasking while managing multiple cases simultaneously under strict productivity KPIs.

Bilingual Technical Specialist at OKX (2023-01 – 2024-01)

• Resolve complex technical inquiries via LiveChat and Email support (Zendesk), ensuring clear Written communication for financial users.
• Identify trends in user feedback to document and translate support guides, improving the overall First-touch resolution rate.
• Managed Level 1 to 4 complexity cases involving Futures, Copy Trading, and Spot Trading with rigorous Problem-solving skills.
• Maintained peak performance in AHT and Quality metrics through efficient Multitasking and technical Issue documentation.

Bilingual Technical Specialist at SUPPORTYOURAPP (2022-05 – 2023-01)

• Respond to user inquiries via email and chat channels, focusing on quick Problem-solving for cryptocurrency trading issues.
• Document and report main contact reasons to management, helping to resolve recurring friction points in the user journey.
• Draft and translate technical and internal service team articles to improve the quality of written communication.
• Managed Level 1 to 4 complexity cases involving Futures, Copy Trading, and Spot Trading with rigorous Problem-solving skills.
• Optimized workflow to meet strict SLA and CSAT benchmarks through effective Multitasking and Attention to detail.

Bilingual Customer Service Agent at TELEPERFORMANCE (2021-02 – 2022-04)

• Resolve digital marketing campaign issues for Facebook Ads through precise Email support and Issue documentation.
• Utilize trilingual Verbal communication and writing skills (PT/ES/EN) to assist a diverse customer base with account configuration.
• Proofread and translate training content to ensure professional written communication standards are met across global teams.

Project Manager at TEN LIFESTYLE GROUP (2017-12 – 2018-10)

• Led the implementation of CRM systems (Amadeus) to streamline global air product development and relationship management.
• Resolve user tool issues through multiple service channels, delivering results focused on superior customer experience and satisfaction.
• Collaborate with global teams to edit and translate training materials for new tool rollouts, ensuring documentation accuracy.

Senior Ticketing Agent at ESFERA (2017-03 – 2017-12)

• Respond to and resolve airline ticket issues using multiple GDS CRM systems with a high degree of Attention to detail.
• Provide expert support to travel agents via email and phone regarding airline, GDS, and travel procedures.

Concierge at ASPIRE LIFESTYLES (2016-02 – 2016-07)

• Provide concierge services for US premium cardholders, ensuring brand-aligned Verbal communication and reservation accuracy.
• Resolve various relevant requests through Multitasking across hotel, car, and event ticket booking systems.

Guest Service Operator at COSTA CROCIERE (2015-06 – 2016-02)

• Respond to and Document guest complaints using the SAPI system, ensuring efficient Problem-solving within a multicultural environment.
• Identify urgent guest issues and Resolve them by collaborating with specialized internal departments.

Operações Internacionais at STB STUDENT TRAVEL BUREAU (2014-07 – 2015-04)

• Managed international ticketing operations using Amadeus and Sabre, ensuring Attention to detail in all reissues.
• Provide expert support to exchange agents via email and phone regarding airline, GDS, and travel procedures.

Ticketing Agent at TYLLER PASSAGENS E TURISMO (2012-11 – 2014-01)

• Respond to and resolve airline ticket issues using multiple GDS CRM systems with a high degree of Attention to detail.

Bilingual Reservation Agent at TAM LINHA AÉREAS (2010-04 – 2012-10)

• Respond to passenger inquiries via chat and Email support, upholding high First-touch resolution standards.
• Execute reissues and reservations within Amadeus GDS, demonstrating high Attention to detail and Problem-solving.

Airport Agent at EL AL ISRAEL AIRLINES (2009-10 – 2010-04)

• Uphold service excellence during check-in and boarding processes through clear Verbal communication and professionalism.

Bilingual Reservation Agent at VARIG AIRLINES - VIACAO AEREA RIOGRANDENSE (2008-01 – 2009-07)

• Provided essential Email support and chat assistance, resolving passenger doubts and booking issues with efficiency.

Bachelor's in Foreign Trade – Centro Universitário Nove de Julho (2009-01 – 2011-01)