Mateus Lopes

Extensive management & sales experience (15 years), and successful in delivering sustainable revenue and profit gains in competitive markets. Enhancing customer satisfaction through effective multilingual (English & Portuguese) communication, resolving complex technical issues promptly, and contributing to the customer success. Responsible for designing and delivering staff training, staff induction and mentoring by instilling motivation and promoting teamwork. Highly effective management skills; ability to motivate a sales force and design incentive programs to achieve short and long-term sales goals. Innovative problem solver; developed and implemented new service strategies to increase customer satisfaction. Awarded 'Customer Service Expert of the Year'. Enthusiastic, driven individual who thrives in a fast-paced business environment, and always eager to take on new challenges and to further develop.

• 2017, CAE – Certificate in advanced English at level C1 - Cambridge English Language Assessment
• 2017, FCE – First Certificate in English at level B2 – Cambridge English Language Assessment
• 2016, General English – Advanced English at Level C1 – Galway Language Centre
• 2014, Advanced Management in Social Media – Faculdades Integradas de Taquara - FACCAT
• 2013, Adwords Google – Google Expert Training Day – Google
• 2013, Visual Merchandising – Faculdades Integradas de Taquara – FACCAT
• 2013, Public Relations Planning on Digital Media – University of Santa Cruz do Sul – UNISC
• 2013, Sales Training – Drebes & Cia Ltd
• 2011, General English – Advanced English Level at C1 – CDI Language Centre

• 06/01/21, Current, Shopify International, Ireland, Multilingual Support Specialist, Providing multilingual customer support via various channels such as email, chat for Shopify merchants., Assisting Merchants with inquiries related to their Shopify store setup, product listings, payment processing, order management., Troubleshooting technical issues and providing solutions to merchants in different languages, mainly Portuguese and English., Offering guidance on using Shopify tools and features effectively to optimize store performance., Collaborating with other teams to escalate complex issues and ensure timely resolution for Merchants., Documenting interactions and feedback to improve support processes and resources., Staying updated on Shopify platform updates and changes to provide accurate information to users., Own my development through reflection, reviewing past interactions and preparing them to discuss growth opportunities with my lead in 1:1 meetings.
• 11/01/18, 05/01/21, Wayfair, Galway, Ireland, Sales & Service Consultant, Build excellent rapport with customers to develop repeat business;, Solve problems related to customers queries by dealing with external suppliers and logistic partners and internal Wayfair departments;, Maintain consistent high levels of metrics focusing on revenue, close rate and efficiencies;, Guide customers through the online sales process and turn inbound opportunities into orders;, Assist customers in their buying decisions and find them the right products to meet their needs and delivery requirements;, Handle and solve all types of customer service issues via phone and/or email;
• 2017, 2018, Mr Price Branded Bargains, Galway, Ireland, Senior Keyholder, Senior Keyholder responsible for opening and closing the Galway Store;, Overseeing visual merchandising, stock positioning, stock rotations;, Responsible for overseeing all aspects goods inwards & deliveries;, Dealing with customer queries, resolving issues and overseeing/driving customer service standards throughout the Galway Store;, Supervising and motivating a team of 20 staff;, Ensuring that the team meet daily targets in accordance with company standards;, Following lodgement procedures and identify and investigate discrepancies;, Processing transactions and payments in careful and considerate manner;
• 2016, 2017, Jumplanes Ltd, Galway, Ireland, Party Host Manager, Responsible for booking parties and large groups;, Organizing and planning all daily routines related to parties and events;, Leading a team of 4 party host assistants;, Operating and updating computer software systems;
• 2014, 2015, Famastil Group, Gramado, Brazil, Commercial Assistant & Acting Assistant Manager, Leading and supporting a team of approx. 40 telemarketers, Planning and creating strategies in collaboration with the Senior Management Team, and executing & promoting campaigns to increase sales revenue;, Generating daily sales reports and focused feedback to the management team;, Dealing with customers queries in an efficient manner; as well as driving customer service through delivering the Famastil Customer Service Program;, Training in new hires through the company induction program;
• 2013, 2014, Goods BR Distribuitor, Gramado, Brazil, Buyer, Negotiating prices and economies of scale with companies in China, India as well as Brazil;, Responsible for planning the process of shipment of goods;, Analysing sales reports;, Organising showroom;, Dealing with customers queries;, Being part of the Sales team in Home Décor Trade Fairs in Brazil;, Planning and executing Internal communication strategies;
• 2009, 2013, Drebes & Cia Ltd, São Francisco de Paula, Brazil, Salesperson, Selling products;, Meeting monthly sales targets;, Dealing with customer queries;, Overseeing visual merchandising, stock positioning, stock rotations;, After-sales service;

References available on request