Denise Ribeiro

Experience

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  CAPES - Coordenação de Aperfeiçoamento de Pessoal de Nível Superior

  Sept 2018 - Feb 2020

  English Teacher Assistant

  Programa Institucional de Bolsas de Iniciação a Docência (PIBID) - Plan and apply face-to-face English lessons to 16 year-old students. Assess student's performance to measure the effectiveness of teaching. Develop teaching material in order to make lessons interesting and facilitate learning. Correct activities and exams and provide feedback.

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  Centro Estadual de Educação Infantil - UEL

  Apr 2019 - Dec 2019

  English Teacher

  - Planned English lessons as well as practical teaching for a group of 3-4 year-old.

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  CAPES - Coordenação de Aperfeiçoamento de Pessoal de Nível Superior

  Oct 2020 - Apr 2021

  English Teacher Assistant

  Residência Pedagógica (RP) - Planned online English classes on Google Classroom for students in the 8th grade of the State School Kazuco Ohara.

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  EQS ENGENHARIA

  May 2021 - Aug 2021

  Administrative Support

  - Perform general administrative activities, regular contact with internet technicians to support them on their daily tasks going from the base to client’s houses. - Organize and improve the technician's route, making it more time-efficient as well as designating more adequate routes to each one of them considering their own qualities and particularity.- Prepare weekly Net Promoter Score (NPS) presentations to monitor the team's performance and progress towards customer satisfaction goals. Show less

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  Atos

  Oct 2021 - Jul 2023

  - Audit and analyze processes, workflows, and performance data to identify areas for improvement and ensure compliance with quality standards.- Develop and implement quality improvement initiatives, including creating action plans, setting performance metrics, and monitoring progress.- Conduct root cause analysis of process issues, identify patterns, and implement corrective actions to prevent recurrence.- Provide training and support to team members on quality-related procedures and best practices, ensuring adherence to established quality guidelines.- Conduct audits based on pre-defined quality standards criteria of agent's tickets and calls, and provide feedback to agents to stimulate continuous improvement. Show less - Troubleshoot and resolve technical issues reported by end-users such as software errors, hardware malfunctions, network connectivity problems, or system configurations via phone or chat.- Provide timely and effective technical support to ensure minimal downtime and smooth operations.- Install, configure, and maintain software applications, hardware, and systems.- Document and maintain records of support requests, incidents, queries and actions taken on Service Now.- Ensure appropriate ticket resolutions or escalations to teams of the next level.- Translate internal knowledge base from English to Portuguese. Show less

  • Quality Analyst/Continuous Improvement

    Aug 2022 - Jul 2023

  • Technical Support Analyst

    Oct 2021 - Jul 2022
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  Tata Consultancy Services

  Jul 2023 - Jul 2024

  Technical Support Analyst

  - Serve as the first point of contact for English-speaking clients via inbound and outbound calls, chat, email, Teams, and self-service tickets, demonstrating excellent verbal and written communication skills and empathy to ensure a positive customer experience.- Experienced in supporting Google Workspace and Office 365 tools, including Outlook and Teams, as well as cloud services like Exchange Online and SharePoint. Proficient in Active Directory, multi-factor authentication (MFA), and basic PowerShell scripting. Adept at managing catalog orders, mapping network drives, and troubleshooting various issues including servers, network problems, Wi-Fi, VPN, virtual PCs, and mobile devices, using remote desktop tools.- Conduct quality audits to ensure adherence to processes, providing feedback to improve service quality and efficiency.- Maintain an Average Handle Time (AHT) consistently below 8 minutes, demonstrating efficiency and expertise in resolving technical issues. Contribute to achieving team KPIs, including a First Call Resolution (FCR) of 82%, a Customer Satisfaction (CSAT) score of 94%, and SLA adherence. Show less

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  Intuit Mailchimp

  Oct 2024 - now

  Partner Development Manager