Ronald Sampaio

Provided player support via cases and email using Zendesk and consistently exceeded KPIs including CSAT, quality, productivity, AHT, SLA, and adherence over a 10-month period.

Handled live chat and email support for a cryptocurrency trading platform across Levels 1–4, specializing in Futures/Derivatives, Copy Trading and Spot, and exceeded CSAT, quality, productivity, AHT, SLA, and adherence targets.

Provided live chat and email support for a cryptocurrency trading platform across Levels 1–4, produced reports on contact drivers, and created translated help articles while meeting CSAT, quality, productivity, AHT, SLA, and adherence KPIs.

Supported Facebook Ads customers in Portuguese, Spanish and English by guiding ad campaign setup and resolving advertiser issues, and contributed translations and proofreading for training and internal communications.

Led implementation of CRM and Amadeus GDS Air product, developed training materials, delivered tool training, and improved customer experience through cross-functional coordination.

Managed ticketing and reissuance across Amadeus, Sabre and Galileo, liaised with airlines to resolve reservation issues and disputed ADMs while supporting travel agents and agencies.

Delivered concierge services for Citi Bank US premium cardholders including reservations for hotels, cars, flights and events, ensuring high-quality customer service.

Handled front-desk guest service on board, logged and routed complaints in SAPI, and coordinated with departments to resolve guest issues within a multicultural team.

Performed ticketing and reissue in Amadeus, Sabre and Galileo, coordinated with airlines on reservations and ADMs, and supported travel agents with procedures and bookings.

Handled ticketing and reissue across major GDS systems, coordinated with airlines to resolve reservation issues and supported travel agencies on procedures and bookings.

Assisted passengers in Portuguese and English to find travel options, created reservations and issued electronic tickets using Amadeus, and managed back-office routines and online customer support.

Performed airport ground duties including check-in, boarding and disembarkation at Guarulhos Airport and supported passenger operations over a seven-month period.

Created reservations and issued electronic tickets via Amadeus, assisted passengers to find optimal travel options, and managed back-office routines and online customer support.

Completed a Technologist degree in Foreign Trade focusing on international commerce and trade operations.

Studied German language and linguistics through a multi-year language program.