Murilo Pinheiro Canciano
CS BackOffice Supervisor (Brazil & Spanish LATAM)
Marinha Grande
Summary
Experienced Supervisor leads team members to complete jobs on-time. Assigns tasks, trains employees, and implements company procedures. Excellent communication and listening skills. Provides leadership and vision, driving teams to meet goals.
Overview
19
19
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
CS BackOffice Supervisor (Brazil & Spanish LATAM)
Kaizen Gaming
10.2023 - Current
- Supervised BackOffice operations for Brazil and Spanish-speaking Latin American markets.
- Led and mentored a team to ensure efficient and effective support.
- Developed and implemented strategies to improve customer satisfaction and operational efficiency.
- Managed key performance indicators (KPIs) and provided regular performance reports.
- Projects:
- Creation and implementation of a Backoffice LOB, which started with one market and now is an existing LOB for all the company's markets.
Collaboration with the Continuous Improvement area, mapping all the process executed by the CS and Backoffice Team, creating workflows and knowledge bases that were extended to all the CS markets in the company.
Implementation of a +60 people new Backoffice Team in Argentina, in collaboration with the Training team, where I have participated from the interviews, to reception, training and also making the transition from the nesting period to the production one.
Customer Service Team Leader
Kaizen Gaming
08.2021 - 10.2023
- Led a team of customer service representatives, providing guidance and support.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
Sales Assistant
Bazar Da China
08.2019 - 08.2021
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Increased sales by building strong customer relationships and providing excellent service.
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
School Manager
Wizard
11.2015 - 04.2019
- Improved school operations by streamlining administrative processes and implementing efficient systems.
- Developed strong relationships with parents and the community through effective communication and involvement in local events.
- Implemented data-driven strategies to monitor student progress and inform instructional decisions by teachers.
- Coordinated staff and student activities to promote a safe and productive learning environment.
- Communicated with parents to encourage active parental participation in education.
- Performed classroom evaluations to assess teacher strategies and effectiveness.
Technical Support Analyst
BT
11.2011 - 08.2015
- Investigated and resolved network issues (Cisco, 1st level).
- Provided support to international clients via Service Desk.
- Managed problem resolution with providers.
- Performed remote troubleshooting and coordinated field technicians.
Junior System Monitor
IBM
05.2008 - 10.2011
- Monitored batch processing for Mainframe.
- Managed job processing via CA7 and OPC.
- Investigated processing failures.
- Resolved issues and analyzed JCL and DB2 logs.
Office Boy
Patrulheiros Campinas
03.2006 - 12.2007
- Provided services to Merck Sharp & Dohme Farmacêutica.
- Organized internal correspondence.
- Managed inventory and processed purchase orders.
Education
IT Technician - Technology in Information Technology/Information S
EEBP Fundação Bradesco
01.2008 - 01.2009
Ensino Médio - High School
EEBP Fundação Bradesco
01.2005 - 01.2007
Skills
Technical support
Customer service
Microsoft Tools
Operations management
Process improvement
Project Implementation
undefinedCertification
Customer Service: Managing Customer Expectations
Additional Information
6 sigma yellow belt course
Timeline
CS BackOffice Supervisor (Brazil & Spanish LATAM)
Kaizen Gaming
10.2023 - Current
Customer Service Team Leader
Kaizen Gaming
08.2021 - 10.2023
Sales Assistant
Bazar Da China
08.2019 - 08.2021
School Manager
Wizard
11.2015 - 04.2019
Technical Support Analyst
BT
11.2011 - 08.2015
Junior System Monitor
IBM
05.2008 - 10.2011
IT Technician - Technology in Information Technology/Information S
EEBP Fundação Bradesco
01.2008 - 01.2009
Office Boy
Patrulheiros Campinas
03.2006 - 12.2007
Ensino Médio - High School
EEBP Fundação Bradesco
01.2005 - 01.2007
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