Ricardo Santos

Customer Operations and Account Management professional with 4+ years of experience across customer support, customer retention, sales, payments, risk operations, VIP support and B2B customer experience. Experienced in fast-paced international environments, handling complex customer cases, payment transactions, account-related issues and customer relationships. Strong practical experience with Salesforce, Zendesk and 3CX.

Native

German and Portuguese speaker with professional working proficiency in English. Seeking a remote position in Account Management, Customer Success, Payments, Risk Operations or Customer Operations.

Customer Support Agent at Batmaid (2026-02 – 2026-08)

• Coordinated a network of approximately 300 cleaning professionals within an assigned operational zone.
• Managed relationships between customers and cleaning professionals, resolving operational issues and maintaining service quality.
• Voluntarily took on B2B activities for approximately three months, developing and maintaining B2B customer relationships.
• Successfully retained B2B customers while achieving very high customer satisfaction.

Customer Retention & Support Freelancer at Telefónica / O2 (2025-01 – 2026-01)

• Focused on customer retention and reducing churn through proactive customer conversations.
• Built strong customer relationships and identified suitable solutions based on individual customer needs.
• Provided customer support with a strong focus on satisfaction and long-term customer loyalty.

Outbound Sales Freelancer at Telefónica / Freenet (2025-01 – 2026-01)

• Conducted outbound sales calls with customers and prospects, identifying needs and presenting suitable telecommunications products and services.
• Built rapport quickly and handled objections using a customer-focused sales approach.
• Worked toward sales and retention objectives in a performance-driven environment.

Customer Support / Risk & Account Management Specialist at Entain (2023-03 – 2024-12)

Supported customers across Risk, Account Management and general Customer Support in a fast-paced iGaming environment, via phone, email and live chat. Worked via Teleperformance initially, then direct employment.

• Handled payment-related cases, including tracking deposits and withdrawals and investigating transaction issues.
• Provided VIP-level support and developed trusted relationships with customers requiring a personal point of contact.
• Managed complex account and customer cases while following risk and operational procedures.
• Cooperated with internal teams across multiple support and operational systems to resolve customer and account-related issues.

Customer Support Specialist at Teleperformance / Insulet (2022-07 – 2023-02)

• Provided customer support for insulin delivery devices, assisting with device settings, usage and troubleshooting.
• Tracked customer shipments and supported customers throughout the delivery process.
• Handled customer issues with accuracy, empathy and a strong focus on resolution and satisfaction.