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Work Background
Harbor.aiOperations Manager
Mar. 2025New York City
JustworksOperations Associate, Insurance Benefits
Oct. 2023 - Feb. 2025New YorkSpearheaded initiatives to streamline billing operations and enhance data analysis accuracy, contributing to improved financial management. Acting as a key collaborator with Product, Engineering, and Finance teams to provide feedback identifying trends and areas for improvement, and implementing new procedures. - Led the validation and reconciliation of product reports. - Collaborated with Product, Engineering, and Finance teams to enhance customer experiences. - Standardized documentation and processes. - Trained team members on internal systems and tools.
JustworksCustomer Success, Payroll Support
Jul. 2022 - Oct. 2023Nova York, Estados UnidosStrengthened customer relationships and resolved complex issues, ensuring high levels of customer satisfaction and loyalty. Performing as the face of the Justworks brand to our customers, and finding win-win opportunities. - Developed strong relationships with customers, ensuring their long-term success on the Justworks platform. - Managed challenging customer interactions and served as the primary point of contact for issue resolution. - Maintained product expertise and trained customers on best practices. Drove client satisfaction by managing expectations and providing effective solutions. - Advocated for customers and communicated product bugs to the engineering team.
BTG PactualCustomer Experience Specialist | Social Listening
Jan. 2021 - Mar. 2022São Paulo, Brasil- Performed on the client engagement team, including financial management of campaigns to achieve the required ROI. - Facilitated the development of a customer success playbook to ensure customer satisfaction levels were up to 95%, a 15% increase from the baseline. - Developed client advocacy strategy, reaching 100% client retention and accrued Net New Money of +$159MM BRL in 18 months. - Worked closely with Marketing and Sales teams by developing sales and conversion funnel analysis, checking the pulse on customer satisfaction, feeling, and feedback by leveraging surveys and custom reports. - Assisted marketing team by assessing and editing 100+ push notifications and email campaigns. - Collaborated with the Product Design and Product Management team to improve the internal tools helping the Customer Success Representatives to document their calls faster, facilitating the day-to-day work, and increasing their ability to be more available to get the inbound calls to assist the customers.
BTG PactualCustomer Experience Intern
Jan. 2020 - Dec. 2020São Paulo- Managed a high daily volume of inbound calls, chats, and email, providing world-class customer service to both internal and external clients in all interactions. - Assisted customers during their onboarding, walking them through our app details, and answering questions about the products. Reviewed account opening documentation to ensure accuracy, policies, and procedures are met. - Drived client satisfaction by managing customer expectations and using appropriate resources and channels to present effective solutions to client’s needs.
Tate & LyleIndirect Tax Intern
Jul. 2019 - Jan. 2020São Paulo- Conciliation of Brazil and LatAm taxes; - Accuration of indirect taxes; - Delivery government obligations.
JLT GroupController Intern
Sep. 2018 - Jul. 2019Rio de Janeiro- Creation of a strategy to reduce the tax obligation tax payment focusing on double taxation (bitributação); - Input weekly payables and cash receipts for various entities. - Compile financial information into reports for management.
Itaú UnibancoCustomer Service Intern
Mar. 2018 - Sep. 2018Rio de JaneiroItaú Internship program - Client support and management book of clients; - Sales and consulting about bank and investment products.
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