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Work Background
FlixCS Quality Assurance Manager LatAm
Sep. 2023 - Dec. 2024São Paulo, São Paulo, BrasilCoordinate the orchestration and structure for collecting customer experience inputs and insights within the North America, Europe and Latin America [Brazilian Portuguese and Spanish] business regions.
- Oversee the Quality operations for outsourced vendors across the Americas, ensuring that Quality Assurance teams adhere to coaching and audit expectations. Continuously evaluate the effectiveness of quality initiatives, pinpoint discrepancies, and implement corrective measures in collaboration with vendor leadership.
- Chair large quality assurance calibration sessions with internal stakeholders and vendors, resolving differences and providing clarity to drive alignment.
FlixCS Quality Assurance and Compliance Associate (BR & PT)
Sep. 2021 - Sep. 2023São Paulo, São Paulo, BrasilCustomer service quality and compliance analyst (Brazil), Portugal also from March 22. • Of German origin and present in 37 countries, FlixBus started to operate in Brazil on Nov. 2021 (launch). I participated in the activation process of the BR Customer Service ops. • Performing daily sampling tasks for audit purposes (email - chat - phone - social media): going thorough data analysis (data extraction, analyses and root cause identification), feedback (CSAT/DSAT), escalation handling and weekly evaluation on moderation quality. • Providing feedback and analysis on Policy updates to identify areas of improvement and potential gaps. • Working close with internal and 3rd party teams (BPO/call center/customer service environment), managing knowledge and practical handling sessions.
RegusCommunity Associate II
Nov. 2019 - Aug. 2021Salvador, Bahia• Responsible for customer service, conflict resolution and management of the coworking community (contracts; charges; doubts; events; NPS, CSAT)
• Support to the sales department with the presentation of services to potential customers who visit the business center.
• Responsible for negotiations with suppliers.
• Responsible for the structural maintenance of the unit, through operational cost planning, expense control, investment planning and construction management.
- Actively participated in the demobilization and deactivation of the former Regus Suarez Trade and performing the expansion and launching another floor of offices in Regus Mundo Plaza (33 and 34º floors), both in Salvador.
SelfoutLíder de Marketing
May. 2019 - Nov. 2019Salvador• Creation of Content Marketing guidelines
• Review of pricing strategy and payment methods for customers
• Application of Inbound Marketing: creation of texts, of the email marketing flow and design of the lead's journey, in order to qualify and segment them
• Social media management (Instagram, Fabebook), Facebook Ads and Google Ads
• Creation of a new version of the website (Kajabi platform), improving the visitors' experience
SelfoutAssistente Comercial
Jan. 2019 - May. 2019Salvador, Bahia• Prospecting leads and qualifying them through calls and service via WhatsApp, in order to sell the company's English immersion programs.
• Dissolving bottlenecks in sales processes and pipeline management.
UberCustomer Service Specialist
Sep. 2017 - Nov. 2018Salvador e Região, BrasilSupport for Uber Driver Partners at the in-person Service Centers:
• Helping them to understand the registration process and the operation of the tools necessary to use the platform (application);
• Facilitating the resolution of any problems and conflicts in the driver-partner experience;
• Development of improvements in support processes and results evaluation (quality metrics and KPI's -> Churn, NPS, LTV, CES, CSAT, entre outros).
Ministerio de Educacion del EcuadorTeacher of English Language
Nov. 2016 - Aug. 2017Cuenca, Ecuador• Time to Teach Project, developed by the Ecuadorian Ministry of Education and AIESEC, with the objective of improving the teaching and learning of English.
• I worked with children and teenagers in an Ecuadorian public school.
• Planning and administration of interactive classes (with videos, dances, collective activities), establishing evaluation mechanisms, organizing student observation records, contributing to the improvement of the school routine.
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