Kelvin Silva Ramos
Summary
Search Operations Specialist at TikTok, backed by 10+ years of experience, notably in customer service, operations, and trust and safety initiatives. Demonstrates a keen analytical ability to optimize processes, enhance user engagement, and ensure a secure digital environment. Excels in cross-functional collaboration, project management, and policy analysis. Leverages skills in SQL, team facilitation, and written communication to drive operational excellence and customer satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Search Operations Specialist
TikTok
11.2022 - Current
- Thoroughly assess and analyze search quality, utilizing data insights and user feedback to gain valuable insights into user search behavior and preferences
- Propose optimized search results and refine search algorithm suggestions based on comprehensive user investigation, contributing to the refinement of the search product's efficacy
- Actively participate in identifying and highlighting potential trust and safety vulnerabilities within search results, ensuring a secure and reliable user experience
- Collaborate closely with cross-functional teams to contribute to the evolution of search product policies, promoting consistent improvement and alignment with user expectations
- Identify and implement innovative strategies to enhance user engagement with search results, utilizing user behavior analytics and market trends to drive continuous product improvement and stay ahead in the rapidly evolving digital market.
Relationship Banker
Bank of America
09.2020 - 11.2022
- Dedicated to delivering tailored financial solutions that precisely match clients' requirements
- Drive achievement of quarterly objectives with a keen emphasis on maximizing performance
- Proficiently manage daily operational tasks associated with OMP (Operational Management Platform)
- Spearhead daily reporting and retention initiatives, playing a pivotal role in operational excellence
- Implement data-driven strategies to identify key client segments and personalize financial solutions for enhanced customer satisfaction and retention at Bank of America.
Client Service Representative
Bank of America
07.2019 - 09.2020
- Manage client monetary transactions and address banking requirements
- Conduct thorough daily reviews to proactively mitigate errors
- Provide personalized financial solutions based on client interactions
- Exemplary focus on minutiae to detect and thwart fraudulent activities
- Implement and maintain customer feedback loop to improve client satisfaction and retention rates.
Accounting - Administrative Assistant
GF Aktiva Assessoria Contábil
01.2013 - 08.2018
- Oversaw accounts payable and receivable utilizing Sage and Prosoft software
- Maintained comprehensive process documentation to ensure streamlined financial department operations
- Skillfully managed spreadsheets, tracking travel expenses, service invoices, and monthly invoicing
- Conducted detailed analysis of financial and income statements to assess company's fiscal performance
- Facilitated timely payments through effective communication with vendors and clients via phone, email, and in-person interactions
- Precisely calculated tax liabilities, prepared accurate tax returns, and ensured timely adherence to IRS regulations for prompt payments.
Education
Boot Camp Certificate - Data Analytics
UC Berkeley Extension
Berkeley, CA11.2023
Bachelor of Science - Petroleum Engineering
Universidade Santa Cecília
Santos, Brazil06.2018
High School Diploma + Certificate - Hospitality And Events Management
Colegio São Sabas
São Paulo, Brazil12.2012
Skills
- Research Skills
- Driving Performance
- Customer Satisfaction
- Fraud Prevention
- Sales
- Banking
- Policy Analysis
- Trust and Safety
- Team Facilitation
- Team Motivation
- Customer Support
- Written Communication
- Workload Prioritization
- Detailed-Oriented
- SQL
- User Experience
- Cross-functional Collaboration
Certification
- ICAgile Certified Professional , ICAgile - 04/2023
- ICAgile Certified Professional - Agile Team Facilitation , ICAgile - 08/2023
- Product Management Fundamentals , Udemy - 12/2023
- Program Manager Essentials , Udemy - 03/2023
- Exercising Leadership: Foundational Principles , Harvard Online - Present - 06/2024
Languages
Portuguese
Native or Bilingual
English
Native or Bilingual
Spanish
Native or Bilingual
French
Elementary
Timeline
Search Operations Specialist
TikTok
11.2022 - Current
Relationship Banker
Bank of America
09.2020 - 11.2022
Client Service Representative
Bank of America
07.2019 - 09.2020
Accounting - Administrative Assistant
GF Aktiva Assessoria Contábil
01.2013 - 08.2018
Boot Camp Certificate - Data Analytics
UC Berkeley Extension
Bachelor of Science - Petroleum Engineering
Universidade Santa Cecília
High School Diploma + Certificate - Hospitality And Events Management
Colegio São Sabas
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