Open to opportunities

Ricardo Censi

@ricardocensi

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Driven customer operations and technical support specialist.

Portugal

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What I'm looking for

I am looking for a role that values customer satisfaction, offers growth opportunities, and fosters collaboration.

I am a driven customer operations and technical support specialist with extensive experience in CRM systems, banking support, and fraud prevention. My background in SaaS, fintech, and fraud analysis has equipped me with a strong ability to thrive in fast-paced environments. I excel in problem-solving and cross-functional collaboration, ensuring that complex customer inquiries are managed efficiently.

In my recent role as a Customer Solutions Expert at Pipedrive, I provided customer support for a CRM software platform, resolving technical and billing issues while ensuring customer satisfaction. My experience at Monzo Bank further honed my skills in banking inquiries and fraud investigations, where I partnered with internal teams to address operational escalations. I am passionate about delivering exceptional customer service and continuously improving processes to enhance customer experiences.

Experience

Work history, roles, and key accomplishments

Customer Solutions Expert

Pipedrive

Jun 2024 - Nov 2024 (5 months)

Provided customer support via chat and email for a CRM software platform, resolving technical and billing issues to ensure customer satisfaction. Collaborated with internal teams to report and resolve technical bugs, billing queries, and operational challenges.

CRM Intercom Slack Customer Support Technical Troubleshooting Billing Support

Customer Operations Specialist

Monzo Bank

Apr 2023 - Feb 2024 (10 months)

Assisted UK customers with banking inquiries via phone and chat, providing support for card orders, payments, lending queries, chargebacks, and fraud cases. Partnered with internal teams to resolve fraud investigations, lending disputes, and operational escalations.

Fraud Prevention Chargebacks Lending Customer Operations CRM Systems

Fraud Prevention Analyst

Kelly Services

Sep 2020 - Feb 2021 (5 months)

Conducted fraud detection and prevention through comprehensive purchase order analysis. Managed multiple fraud investigation tools to identify and prevent unlawful transactions for a globally recognized company.

Fraud Detection Fraud Prevention Risk Analysis Investigative Tools

English/Portuguese Simultaneous Interpreter

Kelly Services

Feb 2020 - Sep 2020 (7 months)

Provided real-time interpretation for medical, financial, insurance, and legal discussions. Facilitated communication between parties by delivering accurate translations in crucial situations.

Simultaneous Interpretation Medical Interpretation Financial Interpretation Legal Interpretation Multilingual Communication

Customer Support Representative

Connectys

Aug 2019 - Jan 2020 (5 months)

Delivered email and chat support for banking and payment-related inquiries, assisting with AML practices to prevent phishing and account takeovers. Utilized Salesforce, Slack, and Office tools for customer service and reporting.

Customer Support AML Salesforce Slack Payment Processing

Education

Degrees, certifications, and relevant coursework

West Thames College

Diploma, Music Performance

Completed a BTEC Level 3 Music Performance Diploma, focusing on practical music skills and theoretical knowledge. Developed performance techniques and an understanding of the music industry.