Alef Malakauskas

Team: Campaing Ops:

• Creation of digital assets including banners, pop-ups, skinnies, microsites, product catalogs, EDMs, and push notifications to enhance customer engagement.
• Creating and managing campaigns across digital platforms, ensuring seamless integration with overall marketing and communication strategies to boost brand presence and customer experience.

Team: Support Ops - L3

• Resolving cases related to discount vouchers, shipping, and platform rewards, ensuring swift and effective resolution of issues escalated from lower-level support teams.
• Contributing to the enhancement of internal marketing operations by streamlining processes, developing efficient workflows in Pipefy, creating comprehensive Knowledge Base content, and delivering actionable insights through weekly and monthly performance reports.

• Management of refunds, returns, disputes and anti-fraud with evidence analysis and customer support.
• Development and improvement of mediation and international CX processes in Mexico, Chile, Colombia and Argentina.
• Logistics management with carriers (3PL) and support for regional teams. Training and monitoring of Latam teams (In-House and BPO).

• Support for users in Latin America, Spain and Portugal, resolving issues related to deleting false accounts, pages, profiles and ads. Also, answering questions about creating, editing and delivering Marketing/Social Media campaigns on platforms such as Facebook, Instagram, Messenger and WhatsApp.
• Acted as "Gatekeeper/Floor Control", managing and distributing cases among analysts and recording them in spreadsheets (MS Excel, Google Docs/Sheets).
• Trained new support agents and "gatekeepers", focusing on operation and product specialization and improving internal processes.

• Managed and provided accurate freight quotations for both domestic and international shipments, ensuring optimal cost-efficiency and timely delivery.
• Issued, analyzed, and corrected shipping documents (including Air Waybills) to ensure accuracy, compliance, and smooth operations.
• Maintained proactive communication with freight agents, clients, and logistics teams through phone, email, and Skype to ensure seamless coordination and efficient logistics execution.
• Established, supervised and continuously improved import process flows in conformance with rules, procedures, and company policy.

• Provided freight quotes and coordinated international shipments across air, sea, land, and courier, handling general cargo, hazardous materials, and perishables goods.
• Issued and checked AWB, Bill of Lading (sea) and Road Waybill (CRT). Also corrected Cargo Manifests and CASS-IATA to ensure compliance with transport rules and prices.
• Monitored systems such as SISCOMEX, Khai, Inttra and Netship to optimize processes, check customs status and cargo clearance deadlines.
• Focused on improving logistics efficiency, cost-effectiveness, and meeting regulatory requirements across multiple transport modes.

• Coordinated international freight shipments, including general cargo, dangerous goods, and perishables, ensuring regulatory compliance and timely delivery.
• Managed freight quotes, issued/checked AWB and Bill Lading (sea) and corrected IATA's Cargo Account Settlement System (CASS).
• Mnitored systems such as SISCOMEX, SAP and TOTVS to track the customs clearance and delivery status of shipments in progress.