Rui Lima
Summary
Your friendly neighbourhood Team Lead, dedicated and detail-oriented, knowledgeable about industry standards, with the aim of improving myself at any industry position.
Overview
5
5
years of professional experience
Work History
Customer Success Team Lead
Sporty Group
06.2024 - Current
- Supervised daily operations of CS department.
- Assessed current solutions by tracking KPIs, making adjustments, offering feedback to OKR's and company procedures.
- Oversaw the monthly roster for CS team.
- Led individual meetings to review performance data, discuss best practices and development
Customer Support Agent
Sporty Group
06.2023 - 06.2024
- Responded to customer inquiries for sports/casino markets, products, and company information.
Account's Store Specialist
Telus Int. Bulgaria
09.2022 - 06.2023
- Handled security KYC for high risk accounts.
- Mediated between payment processers and clients to resolve payment issues.
- Performed conflict resolution for complaints.
Player Support Representative
Telus Int. Bulgaria
01.2022 - 09.2022
- 1st Line support for Website/Games, handled payment and billing issues, provided awareness of products and handled general inquiries.
Customer Care Manager
KPAX Marketing Online Ltd
01.2021 - 11.2021
- Supervised daily operations of Portuguese/German-speaking teams, tracking KPI's and development needs.
- Managed conflicts related to Documentation, KYC, and Legal matters across all licenses.
- Recruited and developed customer support teams.
Support Agent
KPAX Marketing Online Ltd
01.2020 - 01.2021
- Addressed user inquiries on Account issues/KYC/products in Portuguese/German-speaking markets.
- From July onwards, took on additional responsibilities as a 2nd-line agent.
Education
Accounting Degree -
Aveiro University, ISCA-UA
Aveiro, Portugal01-2018
High School Diploma -
António Sérgio Secondary School
Porto, PortugalSkills
- MS Office Proficiency
- OBS (Video Recording/Editing tool)
- Proficiency with SQL Database and MySQL
- Familiar with SCRUM and KANBAN frameworks
- Atlassian management tools JIRA and CONFLUENCE
Languages
Portuguese
Native language
English
Proficient
C2
Spanish
Intermediate
B1
German
Intermediate
B1
Bulgarian
Elementary
A2
Timeline
Customer Success Team Lead
Sporty Group
06.2024 - Current
Customer Support Agent
Sporty Group
06.2023 - 06.2024
Account's Store Specialist
Telus Int. Bulgaria
09.2022 - 06.2023
Player Support Representative
Telus Int. Bulgaria
01.2022 - 09.2022
Customer Care Manager
KPAX Marketing Online Ltd
01.2021 - 11.2021
Support Agent
KPAX Marketing Online Ltd
01.2020 - 01.2021
Accounting Degree -
Aveiro University, ISCA-UA
High School Diploma -
António Sérgio Secondary School
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