Jaqueline Justino

Experience

• 

  FIERN - Federação das Indústrias do Estado do Rio Grande do Norte

  Nov 2015 - Oct 2017

  Intern

  Analysis of the economic landscape and market trends, focusing on economic and financial indicators. Conducting industrial surveys for data collection and statistical analysis, generating valuable insights for monitoring and anticipating trends in the construction and manufacturing sectors.

• 

  Teleperformance

  Apr 2019 - Nov 2022

  Responsible for evaluating customer service quality by analyzing calls, ensuring adherence to standards and targets. Provided feedback to teams, identified improvement opportunities, and implemented action plans to enhance customer experience and operational performance. Oversaw and guided the customer service team to ensure high-quality support and performance. I monitored key metrics, resolved escalated issues, and optimized processes to enhance the customer experience. Additionally, I focused on team development, resource management, and cross-department collaboration. Level I Interaction Expert, providing support to drivers and users with a focus on thoughtful solutions and humanized service. I handled account updates, payments, reimbursements, and offered both offline and real-time support.

  • Itaú - Quality Analyst

    Apr 2022 - Nov 2022

  • Uber - Operations Team Leader

    Apr 2020 - Apr 2022

  • Uber - Interaction Expert I

    Apr 2019 - May 2020
• 

  Conforce Controle sem Fronteiras

  Mar 2024 - now

  Data and BI Analyst

  Collect and analyze data to uncover insights, design and develop BI solutions like dashboards and KPIs, and support strategic decision-making through data-driven solutions.