Rafael - Software Engineer with 5 years of experience in web development

Used extensively for front-end applications and client-side scripting.

Implemented UI components to enhance user experience across multiple projects.

Built server-side solutions and RESTful APIs for web applications.

Designed and maintained databases to support application data requirements.

Received and managed work orders and documentation for service dispatch., Coordinated updates with internal and field teams via phone and email., Created and submitted reports for internal KPIs and service tracking., Liaised between outsourced teams and clients to ensure process consistency., Submitted and tracked payment processing for completed services.

Led and coached a remote team providing customer support via live chat, email, and phone., Provided onboarding support and conducted feedback sessions to improve resolution quality., Tracked team KPIs including CSAT, first-contact resolution, and response time., Oversaw agent payroll validation, quality audits, and fraud case reporting., Delivered monthly performance reports and contributed to strategic improvement plans.

Managed real-time staffing and service levels using internal CRM and reporting dashboards., Coordinated with internal teams to forecast deviations, schedule adjustments, and resolve live support gaps., Generated detailed reports on attendance, real-time KPIs, and staffing analytics.