Luana Piovesan

Experience

• 

  Media Effects Group

  Jan 2012 - Jan 2012

  Front Desk Receptionist

  • Welcomed visitors and answered phone calls.• Managed organizational tasks in Microsoft Office.• Maintained office organization, stocked supplies, and managed meeting room bookings.

• 

  Anna Pegova

  Jan 2013 - Jan 2013

  Sales Assistant

  Greet all customers in a warm, genuine and friendly manner. Ensure that customers receive the best possible service every time in the shop. Bringing new customers and selling the products in the shop and over the phone calls.

• 

  Universidade do Vale do Itajaí

  Jan 2013 - Jan 2014

  Beautician

  Responsabile to the beauty treatments as a face deepcleaning, diamond peeling , chemical peels, acne treatments, drainagelymphatic, relaxing massage, cellulite treatment, ultrasound and endermotherapy.

• 

  Auto Peças Ferri

  Aug 2014 - Jul 2018

  • Prepared and organized documents.• Managed accounts payable and receivable.• Responded to customer inquiries (new and existing) via correspondence and email.• Maintained office cleanliness and stocked supplies.• Greeted clients and visitors, answered phone calls, and processed sales orders. Providing excellent customer service, by phone email and face to face, cash handling and documents preparation.

  • Administrative Assistant

    Jan 2015 - Jul 2018

  • Sales Assistant

    Aug 2014 - Dec 2014
• 

  La mamma catering

  Oct 2019 - Sept 2020

  • Promoted to supervisor in 5 months due to commitment and strong performance.• Managed day-to-day bakery operations and a team of 10 staff.• Optimized stock control, purchasing supplies at the best prices and quality.• Ensured adherence to food safety and health regulations.• Trained new staff and resolved employee inquiries.• Contributed to marketing efforts through social media engagement and posts. Responsabile to delivery a great coffee in a busy environment, working under pressure all the time.

  • Supervisor

    Dec 2018 - Sept 2020

  • Barista

    Oct 2019 - Dec 2019
• 

  Mov & More

  Sept 2020 - Jul 2022

  Beautician

  • Delivered high-quality beauty treatments (massages, laser hair removal) tailored to customer expectations.• Managed diaries, scheduled appointments, and provided exceptional customer service.• Engaged with social media, creating content to promote the business.• Maintained stock levels through regular inventory checks.

• 

  Concentrix

  Jul 2022 - now

  Key Responsibilities:• Stakeholder Management: Developed and maintained professional relationships with internal professionals and external clients through chat, email, and calls.• Case Prioritization: Reviewed client issues, determined priorities based on case history and information provided, and met KPI, SLA, and quality expectations (98%).• Issue Resolution: Adopted a resolution-oriented mindset, helping advertisers troubleshoot platform blocks and escalating to cross-functional teams for further support when necessary.• Cross-Functional Collaboration: Engaged with teams like PR, Risk, Early Response, Payments, and Policy to resolve escalations.• Team Development: Trained and coached new hires and provided support and coaching to agents not meeting targets through meetings and regular one-on-ones.• SME Backup: Served as a subject matter expert backup.• On-Call Support: Responded to high-priority cases escalated by program managers and executives, prioritizing faster resolution.• Operational Excellence: Collaborated with cross-functional teams (risk, payment, product, operations) to define action plans that resolved issues and drove continuous operational excellence.. Show less

  • Senior Quality Evaluator

    Mar 2025 - now

  • Customer Advisor - Social Media Escalation

    Jul 2022 - Feb 2025