Raquel Coutinho

I worked diligently to resolve issues that affected our clients' businesses. To promote client self-sufficiency, I actively created, improved, and reused knowledge assets. I also worked closely with Software, Tech Services, and Customer Success teams to deliver effective technical solutions. Collaboration with the Tech Services team was an essential aspect of my work, as we aimed to enhance product quality, functionality, and usability. By gaining a deep understanding of our client's business and technical requirements, I acted as a trusted advisor, offering valuable guidance for the successful troubleshooting of Bellwether Coffee products. Skills: • Proficient in analyzing IoT logs and utilizing various tools for problem investigation. • Conducted calls with clients primarily from the USA, specifically California, and Canada, to thoroughly investigate issues and provide effective solutions.

• Handled Customer Service mainly for the Brazilian market, with English as a secondary queue. • Reported and tracked bugs and issues in Trello/Jira. • Assisted players in quickly returning to the game in cases such as compromised accounts, updates, etc. • Resolved issues regarding refunds, failed purchases, etc. • Identified legal threats, helped with fraud detection and evaluated player reports of cheating, abuse, and harassment. Major projects worked on: Fortnite, Dead by Daylight, Rocket League, Battle Breakers.