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Victoria V.

Victoria V.

Customer Service

Followers of Victoria V.1000 followers
location of Victoria V.São Paulo, São Paulo, Brazil

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  • Timeline

  • About me

    Customer Experience Manager | Social Media | Ex-Nubank

  • Education

    • Crescer Sempre Pueri Domus

      2012 - 2014
      High School General Knowledge

      Activities and Societies: Biodanza (2013), guitar lessons (2013) and 3E (entrepreneurship, 2013 and 2014). Activities and Societies: Biodanza (2013), guitar lessons (2013) and 3E (entrepreneurship lessons, 2013 and 2014). College Forum (UN sessions simulation, 2012: journalist, 2013 deputy, 2014: staff). Monograph: Benefiting from oil exploration: residents vs. contractors (2013).

    • Pontifícia Universidade Católica de São Paulo

      2015 - 2018
      Bachelor of Arts - English/Portuguese Translation Languages Interpreting and Translating

      This graduation included subjects with translating practices from different areas such as language and culture, journalism, human rights, environmental sciences and ecology, biomedical sciences, economics, finances and HR, IT and technology, legal, literature and audiovisual (that being subtitling and dubbing). My final work was a translation of an article that discussed visual impairment in kids and a research on the terms used in online media to refer to trans people in the USA and in Brazil,… Show more This graduation included subjects with translating practices from different areas such as language and culture, journalism, human rights, environmental sciences and ecology, biomedical sciences, economics, finances and HR, IT and technology, legal, literature and audiovisual (that being subtitling and dubbing). My final work was a translation of an article that discussed visual impairment in kids and a research on the terms used in online media to refer to trans people in the USA and in Brazil, focusing on Caitlyn Jenner. Both works with good final evaluation (9, considering 10 is the highest grade). Show less

  • Experience

    • Konecta Corporativa

      May 2015 - Oct 2015
      Customer Service

      Credit lines selling, that being personal loans to different profiles of clients.

    • Wizard

      Oct 2015 - Dec 2016
      English Teacher

      English teaching to adults, kids and teenagers according to their necessity. Mostly focused on basic and intermediate level. My experience included the class preparation and meetings to discuss the students' development.

    • Self-employed

      Jan 2017 - Nov 2020
      Private English Teacher

      English teaching to adults and teenagers according to what they needed. Mostly focused on basic and intermediate level.

    • EnglishON

      Jan 2017 - Mar 2017
      Private English Teacher

      English teaching to adults according to what they needed. Mostly focused on basic and intermediate level. My experience included class preparation and meetings to discuss the students' development.

    • Korn Traduções - Language Service Provider

      Mar 2017 - Sept 2017
      Internship

      Internship in the publishing area, checking the data in the original converted texts and the actual form of the text (such as paragraphing and spacing) so that it could enter memoQ and be translated later.

    • Yázigi

      Feb 2018 - Nov 2018
      English Teacher

      English teaching to adults according to what they needed. Mostly focused on basic and intermediate level. My experience included class preparation, while helping with organizing cultural events inside the school environment.

    • Nubank

      Jul 2019 - Jul 2021

      Project management focusing on Quality, aiming to deliver always the best experience to customers and assuring that every information passed to them was correct. Besides that, I also constantly checked my personal metrics via queris on Looker. I helped on projects that helped on the employees health and also on the quality of the customer support, always aiming to achieve specific metrics and objectives for myself and my team. Besides that, I was involved on restructuring some material for internal consultation, improving processes and its understanding.

      • Customer Excellence Analyst II

        Jun 2020 - Jul 2021

      • Customer Excellence Analyst

        Jul 2019 - Jun 2020

    • Bitso

      Aug 2021 - Aug 2022
      Customer Support Agent

      As a Customer Support Agent, I helped managing all our Brazilian social media profiles and I aimed to provide the best support to our client, always ensuring we reached specific metrics and goals personally, team and company related. The profiles I managed were Facebook, Twitter and Instagram using AgoraPulse, I also was one of the responsible for answering our app reviews using AppFollow. At the beginning of the experience and also when needed afterwards, I answered chat and tickets using Freshdesk and Zendesk. Show less

    • Revolut

      Oct 2022 - now

      Implementação de novos canais de contato (telefone e ouvidoria) e melhorias de processos de atendimento com o uso do Jira e Confluence. Desenvolver e implementar os processos para Reclame Aqui e Instagram da Revolut no Brasil. 🚀

      • Customer Experience Manager

        Nov 2023 - now

      • Social Media Support Specialist

        Oct 2022 - Nov 2023

  • Licenses & Certifications

    • TOEIC

      Jul 2016

    • Certificado - Projeto Japonês 2024 - Projeto Japonês 2024 da 123 Japonês [4]

      Even3
      Jan 2024
      View certificate certificate

    • Blockchain and Cryptocurrency Explained

      Coursera
      Aug 2021
      View certificate certificate

    • EFKF - English for kids foundation

      English for Kids Foundation
      Dec 2014
      View certificate certificate

    • Creating Positive Conversations with Challenging Customers (2019)

      LinkedIn
      Sept 2022
      View certificate certificate