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Work Background
WiseBusiness Customer Support Agent
Mar. 2024São Paulo, São Paulo, Brasil- English support for business customers via chat, email and phone
NovibetCustomer Service Agent
Jul. 2023 - Mar. 2024São Paulo, São Paulo, Brasil- Customer support via chat and e-mail (Zendesk)
- Internal analysis for Reclame Aqui cases
- Solving complex and delicate cases
- Team Leader tasks such as: - Monitoring the operation during the shift - Task assignment - Monitoring the volume of tickets and chats - Escalating technical or marketing-related issues - Creating and follow-up Jira tickets - Bridge between agents and HR - Analysing agent's service quality and developing action plans - Creating shift and issues reports
ROZINI IND E COM INSTRUMENTOS MUSICAISTech Assistant - Customer Support
Jan. 2023 - Apr. 2023São Paulo, São Paulo, Brazil- Support for customers looking for musical instruments repair
ModSquadCustomer Support Agent
Apr. 2022 - Nov. 2022São Paulo, São Paulo, Brasil- LiveChat technical support for music streaming platform
- Ticket support for independent book publisher
Azul MusicJr. A&R Assistant
Mar. 2022 - Mar. 2022São Paulo, São Paulo, Brazil- Communication with national and international media;
- Release notes and strategy;
- Pitching for sync and playlists.
NubankSenior Customer Excellence Analyst
Dec. 2019 - Mar. 2022São Paulo, São Paulo, Brazil- Quality metrics analysis and action plans;
- Create and maintain spreadsheets (Google Sheets);
- Development of training and support materials;
- Weekly mentorship meetings with team members;
- Meetings with the engineering team about product, tools and services development, problem solving and improvements;
- Correcting errors in credit card bills;
- Tending to clients with more complex cases.
NubankJunior Customer Excellence Analyst
Nov. 2018 - Nov. 2019São Paulo, São Paulo, Brazil- Customer support via chat, phone and email;
- Spreadsheet updates;
- Participating in meetings with the engineering team about problem solving and improvements.
Nubank BrasilPart-time Customer Excellence Analyst
Mar. 2018 - Nov. 2018São Paulo, São Paulo, Brazil- Customer support via chat, phone and email.
CNA Idiomas | OficialEnglish Teacher
Aug. 2017 - Mar. 2018São Paulo, São Paulo, Brazil- Teach children and teenagers from basic to advanced English;
- Apply and correct tests;
- Participate in parents & teachers meetings.
CNA Idiomas | OficialTech Lab Monitor
Mar. 2017 - Jun. 2017São Paulo, São Paulo, Brazil- Tutoring for students with special needs;
- Computer lab organisation;
- Supervising classes when doing online activities;
- Teacher's substitue as needed.
Wizard by PearsonEnglish Teacher
Mar. 2017 - Mar. 2017São Paulo, São Paulo, Brazil- English classes for children, teenagers and adults.
ConduentBilingual Support Analyst
Jul. 2015 - Dec. 2016São Paulo, São Paulo, Brazil- Chat and Phone customer support;
- Technical support for mobile phones, tablets and computers.
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