• Managed Onboarding support and continuous customer support, ensuring smooth adoption and activation.

• Structured and executed an onboarding workflow for VIP clients that increased activation by 15% in the first two months, refining steps, messages, and materials to reduce friction

• Collected and analyzed qualitative feedback of customers across service channels, summarizing users' pain points, opportunities, and maintaining CSAT in 93%

• Analyzed and tracked automation in tools like Intercom, adjusting messages and flows to improve engagement and reduce the need for manual contact

• Produced and updated documentation and step-by-step guides, organizing essential information for clients and staff, which helped to reduce ticket reopening and ensure consistency in communication.

Tools: Intercom, Azure, Slack, Mixpanel (Log analysis), Coda, and Google Suite

• Provided support to global customers via chat in a fintech environment, ensuring welcoming, clear service aligned with internal policies and compliance standards

• Was recognized as Top 2 Performer in the second quarter of 2024, exceeding 100% Operational KPIs (SLAs, quality, and productivity)

• Resolved complex financial cases (cards, transfers, compliance), analyzing cases in detail and developing solutions in collaboration with internal areas

• Handled back office demands, analyzing user profiles and documents (KYC), ensuring full compliance with financial regulations and global data privacy standards such as LGPD and GDPR

• Contributed to the expansion and improvement of the knowledge base in Confluence, collaborating on processes and data to standardize service and improve the quality of case resolutions

Tools: Jira, Slack, Confluence, and Google Suite

Progressed to L2 support for E-commerce

• Managed high-complexity critical cases in logistics and after-sales for e-commerce product via Zendesk, articulating solutions that balanced operational constraints with user needs

• Processed refunds, account and orders adjustments through Salesforce to ensure customer satisfaction and retention

L1 Support for SaaS project

• Resolved Level 1 support cases for a SaaS product via Zendesk’s multi-channel platform, addressing inquiries related to FAQs, subscriptions, platform navigation, and feature configuration, while maintaining an average CSAT score above 90% during peak periods

• Mapped recurring questions and pain points, documenting usability issues and bugs, and collaborated with the Product team via Teams to identify root causes and organize processes for case resolution

• Worked in the back office to record data and upload customer files into the system, ensuring smooth and high-quality operational processes, and received special recognition at the end of the project for my outstanding performance

  Tools: Zendesk(Help Desk), Salesforce (CRM), Slack, and Google Suite

• Planned and conducted classes for groups of up to 30 students, creating welcoming, structured learning experiences aligned with individual goals, being recognized as Top 1 Teacher (Jul/2022) and Semiannual Highlight (2021)

• Created and managed WhatsApp groups for classes, sharing content, reminders, and personalized messages, encouraging participation and ongoing engagement.

• Monitored performance and attendance, acting proactively in cases of risk of dropout, and contacting students and guardians to support retention

Tools: Google Suite, Canva(Slides), MS Office

• Led multidisciplinary teams of about 20 people and monitored the exchange student experience, using NPS and customer feedback to ensure a high-quality experience and guide operational decisions

• Developed the operational strategic plan with a focus on sales conversion and organizational goals, establishing priorities, goals, and routines for the team

• Implemented recruitment campaigns through digital marketing and institutional events, focusing on prospecting for new clients for exchange programs

• Conducted basic funnel data analysis (leads, conversion, satisfaction) to identify bottlenecks in the customer journey and propose adjustments to outreach strategies, materials, and service processes

Tools: Google Suite, MS Office, Adobe Photoshop, Google Ads