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Work Background
TuringOperations Support Manager
Mar. 2023Palo Alto, Califórnia, Estados Unidos- Manager of the Developer Support team. - Implementation and creation of processes and projects.
- Successfully improved the company NPS to 50+ and the CSAt to 8+ - Project Management
- Product improvement - Hubspot & Jira management
- Operations coordination
- Implementation of the first AI agent at Turing
TuringStrategy and Ops Lead LatAm
Jan. 2023 - Mar. 2023Palo Alto, Califórnia, Estados Unidos- Lead of the LatAm engagement and developer experience team - Implementation and creation of digital content.
- Data analysis
- Project Management
- Product improvement
- Operations coordination
TuringStrategy & Operations Sub Lead LatAm
Dec. 2021 - Jan. 2023Palo Alto, Califórnia, Estados Unidos- Supervised the engagement team with an action taken rate of more than 65%
- Implemented and created digital content.
- Onboarded and created guidelines of onboarding for the LatAm Engagement Team.
- Created and launched 2 onboarding videos with more than 25k views.
- Implemented new strategies and created a new format of Welcome Call - Created English evaluation guidelines - Created templates, emails and visual content for the engagement team - Speaker on Jump Start events
- Team management in LatAm - Creation of strategies for local operations
Turing.comGlobal Engagement Specialist
Sep. 2021 - Dec. 2021United States- Engaged and onboarded more than 1000 developers. - Created manuals, tutorials, vídeos and documents to improve the operation. - Presented ideas to change the onboarding of developers and implemented strategies to engage and retain top talents. - First Brazilian dedicated to recruit with LatAm developers with an Action taken rate of more than 60%. - Onboarded many new employees and created onboarding guidelines for new hires.
Thomson Reuters BrasilCustomer Service & Support Intern
Mar. 2021 - Dec. 2021Juiz de Fora, Minas Gerais, Brasil- Assistance to several legal clients in Brazilian territories.
- Co-creator and creator of a project to unify service, training and innovation platforms.
- Co-curator of Legal One's first customer-focused community.
- Winner of TR Change's Global Challenge 2 with the proposal to create a global HUB to unify products in order to provide an innovative and unique experience for Thomson Reuters customers.
- Featured in Q3 2021 as Squad's Top Performer.
- Participation in development projects and user experience improvement.
-Acting in the company's international projects with a view to integrating sectors.
CisdesteOperations Technician
Mar. 2019 - Nov. 2020Juiz de Fora, Minas Gerais- Assistance in the regulation and management of the urgency and emergency network of the Southeast Macro-region - 187 municipalities.
- Monitoring of situations of public calamity.
- Support service teams.
- Support to public bodies and private entities.
Tribunal Regional Eleitoral de Minas GeraisIntern
Mar. 2019 - Dec. 2020Juiz de Fora, Minas Gerais- Coordination of the Juiz de Fora Voter Service Center - Participation in the national electorate review process (2019/20). - Supervision of the Juiz de Fora Voter Service Center, having acted directly in serving more than 100 thousand voters. - Monitoring the processes adopted at the Voter Service Center (CAE - Juiz de Fora) - Acting in the 2020 municipal elections, having participated directly in the process of counting and monitoring the election. - Conducting diligences with a view to maintaining the full functioning of the Juiz de Fora-MG polling stations. - Administrative support.
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AGU - Advocacia-Geral da UniãoLaw Intern
Mar. 2018 - Mar. 2019Juiz de Fora, Minas Gerais- Procedural monitoring.
- Preparation of legal documents.
- Participation in hearings.
- Support to the secretariat and to the Union Lawyers of the Union Sectional Attorney in Juiz de Fora - MG.
AppenSocial Media Evaluator
Apr. 2017 - Mar. 2018Juiz de Fora, MGActing in projects of content evaluation on social networks, validation of available content and verification of content by age group.
McDonald'sAssistant Manager
Nov. 2008 - Jan. 2010Framingham, Massachusetts, Estados Unidos- Customer service, assistance to teams and verification of quality metrics.
- Performance in the quality control of the products offered by the store and monitoring of the products available in stock.
- Internal training.
- Participation in training and updating events.
McDonald'sClerk
Mar. 2008 - Oct. 2008Framingham, Massachusetts, Estados Unidos- Customer service.
- Hall control.
- Drive-Thru Service
- Assistance in food preparation.
- Training of new members.
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