Years of experience: 10
ITCustomer ServiceHelp Desk SupportChat SupportLive ChatCustomer Care Specialist
Trust Score
Exceptionally trusted; proven professional excellence.
Leonardo's Career Path
Aug. 2021 -Present
MercosData Analyst
BrazilBusiness 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 sup...
Apr. 2019 -Jul. 2021
Conta AzulOperations Analyst
Collaboration 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;
An...
May. 2018 -Apr. 2019
ContaAzulCustomer Experience
Experience 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 responsibili...