Open to opportunities

Rail Rethmuller Rail

@railrethmullerrail

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Results-oriented Customer Support Specialist with 5 years of experience.

Portugal

Message

What I'm looking for

I am looking for a role that values customer-centric solutions and offers opportunities for professional growth.

I am a results-oriented Customer Support Specialist with five years of experience in SaaS, tech, luxury e-commerce, and aviation. My approach blends data-driven problem-solving with empathetic communication, allowing me to resolve issues effectively while driving revenue and product innovation.

In my current role at Concentrix for WIX, I have achieved top-tier CSAT scores by transforming critical website-down incidents into positive brand experiences, resulting in a 100% issue resolution rate. I proactively identify and teach underutilized features to drive product adoption, enhancing user engagement significantly.

Previously, I worked at Teleperformance for META, where I coached advertisers back to compliance and maintained KPIs consistently above target. My experience at Farfetch and TAP Air Portugal further honed my skills in delivering exceptional customer experiences and operational improvements, ensuring client loyalty and satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Expert

Current

Concentrix

Nov 2024 - Present (8 months)

Achieved top-tier CSAT scores by transforming critical, website-down incidents into positive brand experiences, resulting in a 100% issue resolution rate and tangible user empowerment. Drove product adoption by an average of 15% among supported users by proactively identifying and teaching valuable, underutilized features like Wix Automations during support interactions.

SaaS Zendesk Salesforce TalkDesk Atlassian JIRA Customer Support Problem Solving Communication Customer Success

Meta Advertisement Support

Teleperformance

Jun 2021 - Aug 2024 (3 years 2 months)

Coached non-compliant advertisers back to good standing by delivering clear remediation plans, achieving a 95% advertiser rectification rate and protecting platform integrity while restoring client revenue streams. Leveraged data analysis in Salesforce to provide ROI-focused strategies, consistently maintaining KPIs at 10% above target month-over-month through proactive client partnership and tech

Salesforce Data Analysis Digital Marketing Advertising Problem Solving Communication Client Relationship Management

Customer Service Advisor

Farfetch

Jul 2020 - Apr 2021 (9 months)

Orchestrated a complex, multi-boutique wardrobe rescue for an exclusive Private Client, sourcing and delivering a complete gala outfit in under 48 hours, cementing unwavering loyalty and driving a significant increase in the client's subsequent Average Order Value (AOV). Developed an Excel-based tracking solution for warehouse operations that enhanced response time by 20% and improved operational

Customer Service Excel Cross Functional Collaboration Customer Experience

Customer Service

TAP Air Portugal

Nov 2019 - Mar 2020 (4 months)

Ranked #1 salesperson in region for entire final quarter through consultative selling and relationship building. Successfully managed passenger re-accommodation during mass flight cancellation events, leveraging Amadeus GDS to rebook 100% of affected personal caseload and mitigate significant hotel and compensation costs.

Customer Service Sales Relationship Building Problem Solving Communication Revenue Management

Education

Degrees, certifications, and relevant coursework

Universidade Europeia (IADE)

Bachelor of Science, Computer Engineering

Studied Computer Engineering at Universidade Europeia (IADE) in Lisbon. Focused on foundational computer science principles and engineering applications.