Brazil
Professional with +6 years of experience in Customer Support, I have been part of IT teams providing support for external customers. 🌍 With strong communication skills, I do speak Portuguese and English fluently, which also allows me to identify the most effective techniques to provide assistance and make sure service orders/tickets are kept up to date in relation to Service Level Agreements. 🖥️ Passionate for technologies and modernization, I found my dream career path in the IT support team process, highlighting the customer feedback, technical solutions, solving problem in a timely manner. ✅ You can count on me with strategies for customer feedback, prioritization, troubleshooting and communication to clients. Currently learning more about SQL, PL/SQL, Java and Crisis Management.
Working in a multinational environment focused on high-complexity HCM and ERP solutions, contributing to the reliability of large-scale systems through structured testing, automation, and cross-team alignment. In this role, I operate across the full lifecycle of the project — from requirement understanding to customer delivery — ensuring consistency, accuracy, and a strong quality mindset within the team. Main responsibilities include: - Leading the design and execution of functional, exploratory, and regression tests to validate core behaviors, integrations, and business rules; - Implementing test automation with Cypress, expanding coverage and improving efficiency in repetitive or high-impact testing cycles; - Evaluating API flows, log outputs, and system integrations to identify discrepancies, verify data integrity, and prevent failures that impact customer environments; - Acting as a communication bridge between Project Managers, Developers, Business Analysts, and Squad Leadership, ensuring understanding of requirement, risks, and expected outcomes; - Supporting the development of a Quality-First culture, introducing practices that bring quality considerations to the early stages of planning and development; - Reviewing project scope and technical definitions to anticipate potential issues and align testing strategies with product goals; - Monitoring and analyzing post-delivery quality indicators, such as defect leakage, rework hours, and customer-reported issues, providing visibility for continuous improvement; - Documenting test approaches, scenarios, and outcomes to maintain a clear audit trail and enable consistent knowledge sharing within the team; - Investigating defects using structured analysis methods, including database queries (SQL/PLSQL), log interpretation, and validation in integrated environments - Contributing to decision-making during sprints by highlighting risks, validating assumptions, and ensuring deliverables meet functional expectations
International corporative company with a focus on health software development. Responsible for resolving the service order (tickets) from WebService software and provide the 1st level support to LATAM market. Main activities: - Evaluated, isolated and troubleshoot root causes of technical problems with efficient completion based on customer input and requests; - Prioritized customers by escalating any issues to the appropriate team members to increase satisfaction on support processes; - Analyzed Power BI to achieve Customer Support KPIs, identify deviations, and implement problem-solving strategies to meet daily goals, demonstrating an understanding of the subject matter; - Documented processes to contribute and improve our documentation, generating ideas for new content in order to ensure high-quality and flexible customer service; - Conducted in-depth analysis of production and test databases to verify object consistency, identify potential issues, and provide first-line support to customers; - Ensured stability of RIS and LIS integrations used by customers by demonstrating proficiency with complex integration environments across a variety of configurations; - Maintained a high level of customer satisfaction and adherence to partner service level agreements by improving clients' understanding of system updates and the roadmap; - Investigated support requests with accurate logs by validating them in customer's database to ensure stability and avoid potential issues; - Communicated with clients from LATAM market to resolve SLAs and maintain KPIs of the Customer Support Team; - Used knowledge of operating systems such as Windows server, Internet Information Server, and SQL Server fundamentals to solve technical issues and debug the functionalities of the system.
Fácil's flagship legal software system, Espaider, is nationally recognized and the most widely used by legal departments in Brazil. Responsible for oversee the analysis, updates, testing, and documentation of multiple client environments' legal systems to improve performance, functionality, and security while providing customer support, mentoring and training, gathering and translating customer feedback, and ensuring the optimization of system functionality. - Analyzed the legal system for potential incoming technical malfunctions or vulnerabilities and implemented updates across multiple client environments to improve performance and functionality; - Collaborated with team members to ensure responses and resolutions to customer problems while providing guidance on best practices of systems updates; - Developed and executed comprehensive testing plans to provide support for customers with both functional questions and problems; - Mentored and trained interns on system analysis and update processes, aiding others, and being regarded as a technical reference on the matter; - Utilized SQL statements to troubleshoot technical problems and debug system issues, read application logs to find solutions to improve efficiency and reduce downtime; - Conducted regular reviews to gather and translate customer feature requests to identify areas for improvement to optimize system functionality; - Consulted customers to understand their needs, and turning this into actionable insights and accountability for improvement in the updates processes; - Documented all system updates and changes of products solutions in order to build and share knowledge.
Odilon Service provides cleaning, landscaping, and property management services with a focus on quality and customer satisfaction. Responsible to provide excellent customer support and satisfaction by successfully resolving customer inquiries through multiple communication channels, establishing close relationships, maintaining a calm and customer-oriented mindset, and providing timely and accurate responses to customers while working efficiently and effectively under pressure. - Mastered how to successfully resolve customer inquiries received and meet SLAs through multiple communication channels; - Attended first-line calls identifying initial issues, and provided thorough analysis to ensure excellent customer support and satisfaction; - Established close relationships to assist our customers to a limited assistance with technical questions and issues; - Learned to maintain a calm, flexible, stress-resistant, and customer-oriented mindset in critical situations; - Provided feedback on the efficiency of the support service process based on interactions with customers; - Responded to current and potential customers in a timely and accurate manner, via phone, email or chat; - Developed the ability to work efficiently and effectively under pressure, appeasing frustrated or angry customers in a positive, sympathetic, and diplomatic manner; - Provided support to customers and resolved their issues both over telephone and via e-mail.
Responsible for provide excellent customer service by developing appropriate communication strategies to interact with customers, ensuring timely and friendly responses to their inquiries through multiple communication channels, performing administrative tasks, and providing support to customers with functional questions and problems about software solutions while effectively communicating information about new software functionalities. - Developed appropriate communication strategies to interact with customers and ensured they receive a timely, correct and friendly answer to their questions; - Acquired proficiency in Handling incoming customer phone calls, chat and email, as well as scheduling meetings; - Enhanced time management skills by performing administrative tasks and stepping in for the team when necessary; - Acquired communication skills to effectively identify and address customer communicate information about new software functionalities; - Learned to utilize and provide support to customers with functional questions and problems about software solutions.