Experience

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  Atento brasil

  Aug 2015 - Mar 2016

  Operadora de suporte técnico bilíngue

  Worked with customer support to a big american multinational company leader in smartphones, tablets, notebooks and PCs sells providing customer service related to software or hardware issues.

• 

  Teleperformance

  Jun 2016 - Mar 2017

  Consultora de suporte técnico bilíngue

  Worked with customer support to a big american multinational company leader in smartphones, tablets, notebooks and PCs sells providing customer service related to software or hardware issues.

• 

  Uber

  Apr 2017 - May 2020

  Coordinating Risk Support and Central Review Teams and Leads focusing on KPI improvements, especially quality, adherence and FCR. Also developing leads in time management, prioritization, feedback, team engagement and development, and trustworthy leadership.*Termination due to COVID-19 pandemic. Leading a team inside Brazil Content Team focusing on rider-driver interactions, payments, and new projects CX teams, assisting Project Managers operating internal projects, submitting content requests, and prioritizing it. Also developing directs in KPI and personal improvement, especially quality, English, soft skills, and emotional intelligence. Producing content for support processes to all Brazilian cities, assisting Customer Experience teams with policy and process review, and answering content tickets with doubts and update requests. Also was awarded as Support Superstar due to 2 projects related to the improvement of support content focused on representatives and experts.*The dates are related to when the Content Specialist role was created. Answering contacts on Incident Response Team from accidents and incidents from platform users. Also joined a Policy Review Task Force (Jul/2017 to Jul/2018) participating as CX Specialist for project managers from different lines of business reviewing policies and processes to improve customer satisfaction and support quality based on data analysis.

  • Community Operations Coordinator - Risk Support

    Feb 2020 - May 2020

  • Content Team Lead

    Nov 2018 - Jan 2020

  • Content Specialist

    Jul 2018 - Oct 2018

  • Customer Support Representative

    Apr 2017 - Jul 2018
• 

  Bytedance

  Feb 2021 - Apr 2022

  User operations specialist
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  Nubank

  Apr 2022 - now

  • Product Operations II

    Oct 2024 - now

  • Customer Service Specialist

    Oct 2023 - Oct 2024

  • Customer Experience Supervisor

    Apr 2022 - Oct 2023