Rayssa B.
Mid-Level Bilingual Operations Supervisor
Open to offersNew to PlatformAbout
Rayssa B. is a Bilingual Operations Supervisor and communications professional with a background in journalism from UFRN and extensive experience at Teleperformance, a global customer service and business process outsourcing company. She has led multidisciplinary teams in bilingual environments, focusing on service quality, KPI analysis, and structured team training. In the airline and delivery app sectors, Rayssa handled critical operational cases, customer retention, and process improvement, emphasizing process improvement and quality control. Her earlier roles included producing institutional content, conducting interviews, and video editing for digital and print media within the religious and public communication sectors. Rayssa is fluent in English and utilizes content creation and editing tools such as Microsoft Office, Excel, and Photoshop to support strategic customer experience environments.
Experience
Bilingual Operations Supervisor
Teleperformance · 2023 — PresentOverseeing a multidisciplinary team to maintain service quality within a bilingual operation. Conducting training sessions, operational alignments, and structured feedback, along with developing Individual Development Plans (IDP). Analyzing daily KPIs, including CSAT, AHT, QA, ABS, and productivity. Addressing critical cases using effective communication and swift decision-making. Implementing operational enhancements and monitoring performance to foster team efficiency and productivity.Bilingual Airline Customer Service Representative
Teleperformance · 2022 — 2023Providing telephone assistance to international customers to promote a positive experience. Managing the creation, modification, and cancellation of flight reservations in accordance with fare rules and company policies. Offering support for delays, rescheduling, and operational irregularities, prioritizing customer retention. Facilitating service sales, check-in support, and delivering essential flight and documentation information.Press Relations Intern
Archdiocese of Natal · 2022 — 2022Generating reports, conducting interviews, and writing institutional articles for publication in both physical magazines and digital platforms. Performing video editing tasks for YouTube. Assisting in the coverage of official events and other institutional activities.Operational Support Interaction Expert
Teleperformance · 2020 — 2021Identifying opportunities for improvement and developing alternatives aimed at enhancing customer satisfaction. Supporting teammates during critical interactions and collaborating on the standardization of best practices. Distributing internal communications regarding policy updates and clarifying new workflows.Interaction Expert
Teleperformance · 2019 — 2020Providing phone and email support to customers and partners of a delivery app, addressing inquiries and managing complex cases. Engaging with restaurants to verify orders. Carrying out account unlocking procedures for app partners.
Skills & Expertise
Education
- Bachelor of JournalismFederal University of Rio Grande do Norte (UFRN)
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