Experience

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  Dbm contact center

  Jan 2014 - Oct 2014

  Operador sênior
• 

  Claro brasil

  Oct 2014 - Dec 2015

  Vendedor
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  Rentcars

  Jun 2016 - Sept 2023

  Business requirements and product rules gathering;Documentation and creation of user stories;Analysis of technical documentation for partner integration via API;Focal point between technical team, design, UX, business, customer experience, and marketing. Evaluating and validating projects, ensuring seamless API integrations.Establishing and maintaining efficient work processes, while continuously suggesting improvements.Analyzing opportunities for product expansion, aligning with business requirements and product rules.Mentoring and supporting new team members, fostering a collaborative environment.Providing essential support to diverse teams, including development, customer relations, and commercial teams. After-sales service in Portuguese, English and Spanish, focused in find assertive solutions for issues due the rental.Dealing with complaints published on the Trustpilot website.Lawsuit analysis.Follow-up of the team's performance indicators in the post-sales.Buddy of new members on team. Personalized service helping our customers to find the best car rental option and solve complaints in the pre-sales area;Contact with customers by calls, emails and chat.

  • Business Analyst

    Apr 2022 - Sept 2023

  • Supplier Integration Analyst

    Aug 2019 - Mar 2022

  • Customer Happiness Analyst

    Nov 2016 - Jul 2019

  • Customer Relations

    Jun 2016 - Nov 2016
• 

  E-digital

  May 2024 - now

  Onboarding analyst