Rafaela Ribeiro

• Assisted customers in identifying technical issues across multiple systems and provided solutions to restore service and functionality across various time zones.
• Responded to support requests and patiently walked individuals through troubleshooting tasks on software and network issues to rectify discrepancies.
• Connected to computer of client using remote link to install new programs and applications.
• Used ticketing systems to manage and process support actions and requests.

• Provide online customer experience through efficient order processing support for Apple customers
• Resolve a variety of order issues and customer requests, using test scripts, personal expertise, and probing questions.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

• Assist customers with delayed, lost, or damaged luggage.
• Actively listened to customers, resolved problems, improved operations and provided exceptional service
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Tracked customer service cases and updated service software with customer information.

● Prepare flight documentation and flight reports

● Monitor passenger processing at ticket counter, gate and immigration lines

● Perform secretarial duties such as responding to external/internal correspondence, take minutes of meetings and screen incoming telephone calls

● Order and maintain adequate stocks of stationery and promotional materials

• Monitored staff performance and provided feedback and guidance.