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Work Background
MercosData Analyst
Aug. 2021BrazilBusiness and Data Analyst with experience supporting Customer Service and Controllership teams. Main responsibilities:
Development and maintenance of processes, workflows, and tools for customer service operations;
Definition, analysis, and management of key performance indicators (KPIs) for the customer service team;
Creation and updating of data dashboards for strategic and operational support;
Administration and management of tools such as Zendesk, Zoho Desk, SalesIQ (Chat/WhatsApp), and AtendeSimples (Telephony);
Leadership in the validation process of the company’s SaaS metrics;
Conducting exploratory data analysis to support decision-making.
Conta AzulOperations Analyst
Apr. 2019 - Jul. 2021Collaboration with the Business Analytics team to provide coordinators and area leaders with a detailed view of the customer service team's performance. Conducted analyses of workflows and processes to enhance KPI quality and boost productivity. Main responsibilities:
Analysis and monitoring of KPIs;
Management and analysis of SLAs;
Development of dashboards;
Time and priority management;
Analysis of customer service team workflows and processes;
Support in the use of tools such as Zendesk, Metabase, Hosanna, and RunRunIt.
ContaAzulCustomer Experience
May. 2018 - Apr. 2019Experience as a Support Analyst, providing exceptional customer service through phone, chat, and email channels.
My primary focus has been assisting clients in resolving their issues and answering inquiries efficiently and effectively. Throughout my career, I have honed my skills in product support, ensuring customer satisfaction by delivering accurate and timely solutions.
Key responsibilities and achievements include:
Managing a high volume of customer interactions while maintaining a high satisfaction rate.
Providing comprehensive product support, including troubleshooting, usage guidance, and addressing technical concerns.
Reducing response and resolution times by streamlining workflows and prioritizing customer needs.
Collaborating with cross-functional teams to identify and resolve recurring issues, contributing to product and service improvements.
Developing and maintaining knowledge bases and FAQs to empower customers with self-service options.
This experience has equipped me with excellent communication, problem-solving, and time-management skills, making me adept at handling diverse customer needs in fast-paced environments.
Linx S.A.Analista Trainee de Suporte
Aug. 2016 - Jun. 2017Joinville e Região, BrasilAtendimento via telefone, sac e chat online ao cliente, suporte técnico ao sistema ERP e PDV, auxílio para configurações tributárias, emissão de notas fiscais, tratamento de rejeições de nota fiscal e correções dos componentes do computador do cliente.
Controller Tecn e Sist de Inf LtdaAnalista de suporte
Sep. 2015 - Jul. 2016Interação direta com o cliente via helpdesk/telefone para a orientações sobre o uso do sistema, análise de esforço para personalizações solicitadas, documentação de rotinas e processos do sistema, consultas e alterações via banco de dados e treinamentos presenciais para clientes.
Empório JoinvilleVendedor
Sep. 2013 - Sep. 2015
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