Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Paulo Roberto Petruff

Director
Lehigh Acres,Florida

Summary

Dedicated Payment Technology professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. CX Scientist certificated by WCES and building a background on Blockchain investing in more knowledge and certifications.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Director Customer Experience & Engagement

Mastercard
Remote, Florida
02.2020 - Current
  • Provide governance across services, technical teams, and process improvement frameworks to improve Customer Experience objectives.
  • Deliver consistent metrics, trends, and voice of the customer data to product owners, business owners, and regional support teams focused on automation, pain points, and customer feedback.
  • Ensure various work streams required to provide a positive customer experience are on board, aligned, and utilizing data to make business decisions.
  • Develop and implement policies, procedures, and support strategies around customer support correspondence to ensure high quality and holistic issue resolution.
  • Risk and Audit - Work with internal stakeholders to ensure regulation requirements are followed and Customer Support is meeting PCI needs.

Manager

Mastercard
O'Fallon, MO
06.2018 - 02.2020
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Delivered feedback to decision-makers regarding employee performance and training needs.
  • Applied customer feedback to develop process improvements and support long-term business needs.
  • Accomplished multiple tasks within established timeframes.
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Executed regular process updates to reduce discrepancies and enhance scheduling across production calendars and programs.
  • Performed a key role during Salesforce Service Cloud implementation (Service Request Tracking tool), documenting, training and creating multiple solutions to ensure a smoot transition
  • Monitored Team results using Dashboards like Tableau and Domo, to find opportunities and create a process improvement to improve CX.

Manager Customer Technical Services

Mastercard
Sao Paulo, Sao Paulo (Brazil)
02.2016 - 06.2018
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
  • Developed documentation and logs of implemented solutions and generated and submitted reports.
  • Consistently managed 8 -person staff, effectively resolving issues, which resulted in top ranking out of 15 teams.

Senior Customer Service Specialist

Mastercard
Sao Paulo, Sao Paulo (Brazil)
09.2014 - 02.2016
  • Resolved customer service issues related to Authorization, Clearing, Settlement, Billing and other programs using company processes and policies and provided updates to customers.
  • Greeted customers and listened closely to problems described to determine solutions.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Sought ways to improve processes and services provided.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Cross-trained and backed up other customer service managers.
  • Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.

Support Analyst / Team Leader

Wipro Technologies
Curitiba, Parana (Brazil)
11.2012 - 09.2014
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Provided support to Brazilian and Latin America issuers and acquirers. The main roles were PIN reset and token activation (RSA SecurID), password resets and provided some guidance to new users on how to enroll themselves in MasterCard Customer Portal. Supported customers by extracting reports from Mainframe, Transaction Research, eService settlement advisements. Responsible to provide trainings to new employees regarding support financial industry and technical procedures according support requirements.

Support Analyst

Wipro BPO
Curitiba, Parana (Brazil)
10.2011 - 11.2012
  • Answered customer support inquiries via specialized ticket tracking platforms.
  • Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
  • Monitored helpdesk and responded to incoming tickets to address support needs.
  • Created user accounts and managed access control.

Support Technician

ManpowerGroup
Curitiba, Parana (Brazil)
02.2011 - 10.2011
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Configured hardware, devices and software to set up work stations for employees.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.

Education

Associate of Science - System Analysis

Faculdades Integradas Camoes
Curitiba (Brazil)
12.2013

Skills

  • Key Performance Indicators (KPIs)
  • Salesforce Software
  • Team Management Experience
  • Cross-Departmental Alignment
  • Continuous Quality Improvement (CQI)
  • Team Recruiting and Onboarding
  • Employee Performance Evaluations
  • Customer Experience Management
  • Strategic Planning and Alignment
  • Customer Inquiries
  • Customer Complaint Resolution
  • Performance Feedback

Certification

  • Blockchain Professional (CBP) - GAQM - In Progress
  • Blochchain Expert (CBE) - Blockchain Council - 2022
  • MIT - Digital Business Strategy (2021)
  • WCES - Customer Experience Scientist (2021)
  • Blockchain (2021) - Degreed
  • Virtualization Certified by Intel
  • Software as a Service Certified by Intel
  • Dell -Customer Handling Skills Certified
  • Dell -DCSE Alienware M14x Certified
  • Dell -DCSE Precision M4600 and M6600 Certified
  • Dell -DCSE OnSite Troubleshooting Certified
  • Leadership – Coaching / Feedback – Quiron Desenvolvimento
  • Business Analysis & Scrum Agile for Business Analysts – Udemy

Languages

Portuguese
Native or Bilingual
Spanish
Full Professional
English
Full Professional

Timeline

Director Customer Experience & Engagement

Mastercard
02.2020 - Current

Manager

Mastercard
06.2018 - 02.2020

Manager Customer Technical Services

Mastercard
02.2016 - 06.2018

Senior Customer Service Specialist

Mastercard
09.2014 - 02.2016

Support Analyst / Team Leader

Wipro Technologies
11.2012 - 09.2014

Support Analyst

Wipro BPO
10.2011 - 11.2012

Support Technician

ManpowerGroup
02.2011 - 10.2011

Associate of Science - System Analysis

Faculdades Integradas Camoes

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Paulo Roberto PetruffDirector