Roberto Junior User

At Wise, I supported B2B clients globally with account, payment, and issue resolution while maintaining a secure customer experience.

I escalated fraud, security, access, and technical incidents to Risk and Engineering, documenting context, reproduction steps, and impact in Jira. I achieved a 76% first-contact resolution rate across more than 1,000 B2B clients.

Previously at Apex America Brasil, I resolved high-volume B2C inquiries for North American customers involving orders, warranties, and service requests. I used SAP Customer Experience and CRM workflows to track requests, improve follow-up, and identify recurring issues.

I'm building on my customer support background through an Associate's Degree in Cybersecurity and certifications in Zendesk, customer success, cybersecurity, and security operations. I work fluently in Portuguese and English.