Liara (Lia) Fonseca

Experience

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  Walt Disney World

  Nov 2008 - Feb 2009

  Cast Member

  Customer service role.

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  World Study

  Jul 2009 - May 2010

  International Student Advisor

  Providing information and guidance over international education programs for brazilian students. Giving speeches on student events about educational exchange programs. Sales and operational procedures also.

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  Five Guys Burgers and Fries

  Dec 2010 - Mar 2011

  Crew Member

  Exchange work and travel program experience in New York, USA on a temporary contractAdmitted to work as any of the operational positions, I’ve been asked to work only as a cashier because of my results related to my customer service provided to the secret shopper, which led the unit to achieve better scores since they decided to put me in direct contact with customersEven though I was a temporary worker there, I was employee of the month among all units of New York on my second month working for Five Guys.As my working position made me work with the delivery entries, I planned and reorganized a new data form and logistics to reduce operating time and increase efficiency of the process, which became the delivery template for all New York Five Guys units Show less

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  Universidade Federal Fluminense

  Aug 2011 - Dec 2011

  Operations

  Operational role in an educational program project offered to improve different skills, such as english skills, Microsoft Office skills, customer service skills and others to officeholders of the City of Marica, Rio de Janeiro estate.Microsoft Excel teacher of the project – 12 hour course.6 months contract..

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  Universal Studios

  Dec 2011 - Jan 2012

  Team Member

  A&B team member at the Three Broomsticks restaurant at the Island of Adventures Universal theme park.

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  Turis Consultoria

  May 2012 - Dec 2015

  Director Of Business Development

  Customer Sucess, HR management, financial management, sales director, administration, project manager and coordinator, crisis management, project analiyst, financial analyst, business development.

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  World Study

  Jun 2012 - Dec 2015

  Regional Director, Entrepreneur

  Customer Sucess, HR management, financial management, sales director, administration, project manager and coordinator, crisis management, project analiyst, financial analyst, business development.

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  World Study Niteroi

  Jan 2013 - Mar 2015

  Regional Director, Entrepeneur

  Customer Sucess, HR management, financial management, sales director, administration, project manager and coordinator, crisis management, project analiyst, financial analyst, business development.

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  Razão Social Confecção de Roupas (MEI)

  Dec 2015 - Apr 2016

  International Business Development Manager

  Developing partnerships, prospecting sales and creating long-term value for the company from customers, markets and relationships.

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  Stone Pagamentos

  Jan 2019 - Sept 2019

  - Customer Relations Analyst from April/16 to July/16- SLA Analyst from July/16 - May/17- Customer Relations expading project from May/17 to June/17- CSAT Analyst from January/18 - NPS Analyst from March/18 - Customer Success Team Leader May/18 (current)- People management- Training experience- Hiring process (assessment and interview)- People growth and development- Multi channel environment- Projects management- Building strategies through data analysis Show less

  • Customer Success Team Manager

    Apr 2016 - Sept 2019

  • Employee Engagement

    Jan 2019 - Jul 2019
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  Wix

  Sept 2020 - now

  - People management- Training experience- Hiring process (assessment and interview)- People growth and development- Multi channel environment- Projects management- Building strategies through data analysis - People management- Training experience- Hiring process (assessment and interview)- People growth and development- Multi channel environment- Projects management- Building strategies through data analysis - Reclame Aqui TL POC (achieving RA 1000 in 4 months of projects leadership)- People management- Training experience- Hiring process (assessment and interview)- People growth and development- Multi channel environment- Projects management- Building strategies through data analysis

  • Payments by Wix English Customer Care Team Lead

    Feb 2024 - now

  • Payments by Wix Portuguese Customer Care Team Lead

    Sept 2021 - Feb 2024

  • Global Market Customer Care Team Lead

    Sept 2020 - Sept 2021