Highlights:

Skills:Customer support, Customer experience, Customer experience

Customer Success Analyst 03/2025 - current
Knewin Comunique-se, , Brazil
Ensuring client satisfaction through proactive communication and strategic follow-ups. - Supporting upsell and retention strategies aligned with business goals
- Ensuring client satisfaction through proactive communication and strategic follow-ups. - Supporting upsell and retention strategies aligned with business goals--
Customer Support Assistant 05/2024 - 03/2025
Knewin Comunique-se, , Brazil
- Provided direct customer support via chat and email. - Analyzed key performance indicators (CSAT, FRT, NPS, LSA). - Reported bugs and created support tickets. - Used HubSpot for communication and tracking. - Participated in sprint planning and team brainstorming. - Trained new employees and contributed to NPS improvement strategies.
- Provided direct customer support via chat and email. - Analyzed key performance indicators (CSAT, FRT, NPS, LSA). - Reported bugs and created support tickets. - Used HubSpot for communication and tracking. - Participated in sprint planning and team brainstorming. - Trained new employees and contributed to NPS improvement strategies.--
Customer Success Intern 07/2022 - 05/2024
Knewin Comunique-se, , Brazil
- Delivered client support via chat, phone, and email. - Held ongoing client meetings to gather feedback and provide support. - Led onboarding sessions and managed customer communications using Intercom and HubSpot. - Contributed to sprint planning and managed detractor feedback follow-ups.
- Delivered client support via chat, phone, and email. - Held ongoing client meetings to gather feedback and provide support. - Led onboarding sessions and managed customer communications using Intercom and HubSpot. - Contributed to sprint planning and managed detractor feedback follow-ups.--
Administrative Assistant 04/2021 - 03/2022
Centro Cultural de Idiomas Masterpiece, , Brazil
- Handled school administrative routines and supported teachers. - Assisted with financial tasks: billing, payments, and collections. - Provided front-line support to parents and students.
- Handled school administrative routines and supported teachers. - Assisted with financial tasks: billing, payments, and collections. - Provided front-line support to parents and students.--
Administrative Assistant 03/2019 - 02/2020
Conexled, , Brazil
- Processed and invoiced sales orders. - Managed freight negotiations and contracted logistics. - Issued invoices and provided customer service support.
- Processed and invoiced sales orders. - Managed freight negotiations and contracted logistics. - Issued invoices and provided customer service support.--
Administrative Assistant 12/2017 - 03/2019
CAMP SBC, , Brazil
- Supported finance: invoice entry, bank transactions, billing, and collections. - Assisted HR with employee records and payroll documentation. - Worked across departments including customer service and billing.
- Supported finance: invoice entry, bank transactions, billing, and collections. - Assisted HR with employee records and payroll documentation. - Worked across departments including customer service and billing.--

Universidade Metodista de São Paulo 07/2020 - 09/2024
, , Brazil
Degree: Bachelor's Degree
Major:Public Relations
Public Relations