Rodrigo Caldas

Rodrigo Caldas is the current Head of Customer Service, CX & Fraud Prevention at Gazeus Games. Rodrigo has over 9 years of experience in customer service and has been responsible for defining KPIs, creating reports, optimizing processes, and conducting regular team training sessions. Rodrigo has also implemented the Zendesk ticketing system and has achieved an outstanding customer satisfaction rate of 94% with a first response time of 1 hour and a resolution time of 6 hours. In addition to their customer service responsibilities, they are also responsible for creating social media content and brand communication, as well as developing chatbot scripts and general customer service content (both proactive and reactive). Prior to their current position, they served as the Manager of Customer Service & Post-Sales at HelpSaúde, where they were responsible for managing the Desk, Pidgin, and Olark ticketing systems. Rodrigo also oversaw the creation and definition of customer service processes, managed a team of customer service representatives, conducted customer retention and orientation activities, developed social media content (e.g. Facebook posts), created scripts for both online and telephone customer service interactions, designed flowcharts and process diagrams, prepared reports, defined metrics and KPIs, and optimized user-facing services. Rodrigo also served as the Coordinator of Customer Service for Brazil/Latin America & Product Owner of Confiômetro.com at Buscapé for over 10 years. In this role, they were responsible for coordinating customer service activities across Brazil and Latin America, as well as managing the Confiômetro.com product. Rodrigo has also held customer service positions at Bondfaro.com and Folha Dirigida, where they provided excellent customer service to customers and helped resolve any issues they were having.

Rodrigo Caldas attended Universidade Gama Filho from 1998 to 2002, earning a Bacharel degree in Publicidade, Propaganda e Marketing.

The team of Rodrigo Caldas is responsible for customer service, experience, and fraud prevention. They work to ensure that customers have a positive experience with the company and that their information is protected from fraud.