São Paulo, Brazil
Meta product: - Lead a team of bilingual analysts focused on advertiser support and case quality assurance. - Monitor team performance metrics and implement action plans to boost customer satisfaction and operational efficiency. - Conduct regular 1:1s, calibration sessions, and coaching to ensure consistency in case handling and policy application. - Partner with cross-functional teams to identify workflow gaps and propose scalable solutions that improve the advertiser experience.
Meta product: - Provided high-quality support to advertisers across multiple markets, starting in SBG and achieving GBG support. - Investigated and resolved complex ad performance, billing, and policy-related issues, ensuring a seamless customer experience. - Collaborated with internal product and policy teams to escalate systemic issues and suggest process improvements. - Maintained one of the top satisfaction scores within the segment through empathy-driven and solution-oriented communication. - Supported peers through knowledge sharing, contributing to a culture of continuous learning and excellence.
- Designed and implemented training programs for both new hires and tenured employees, focusing on skill development and performance improvement. - Created and planned instructional materials for initial and continuous training sessions aligned with company goals and quality standards. - Delivered onboarding and upskilling sessions, ensuring consistent knowledge retention and operational excellence. - Conducted on-the-job coaching for underperforming employees, with measurable pre- and post-training performance improvements. - Partnered with leadership to identify training needs through data analysis, contributing to the enhancement of team effectiveness and customer satisfaction.
- Creation and translation of english to portuguese training material.
Treinamento de novos operadores, Acompanhamento na entrega e atividades administrativas em geral a pedido de superior imediato.