Customer Support and Back Office / Quality Assurance Specialist
- Location
- Brazil
- Rate, USD
- $15 / hour
- Work schedule
- Full Time,
- Language skills
- English, Portuguese, Spanish
- Available for Hire
- Yes
About me
I am a dedicated and results-driven professional with extensive experience living and working across various countries in Europe over the past six years. My career has focused on providing exceptional customer care and direct support, managing workflow processes, and driving quality improvements. I have a proven track record of exceeding goals and targets, leveraging tools such as Zendesk, JIRA, Salesforce, and CRM systems to enhance operational efficiency. Throughout my career, I have handled urgent escalated cases, coordinated media services workflows, and supported consumers, always striving to improve customer satisfaction and reduce response times. I am adept at collaborating with cross-functional teams and facilitating communication between departments to address service gaps and improve overall performance.
Education
- Sep 2006 – Mar 2008 Master of Business Administration in Corporate Social Responsibility and the Non-Profit Sector @ Federal University of Rio de Janeiro, Brazil
- Aug 1999 – Dec 2005 Bachelor of Business Administration @ Pontifical Catholic University of Rio de Janeiro, Brazil
Experience
- May 2023 – Apr 2025 Customer Support Specialist – Escalations @ ACCOLADE
Handled urgent escalated cases via Zendesk from U.S. customers. Participated in implementing new workflow processes to verify patient history by reviewing internal chats and phone interactions via Observe AI, reducing response time and backlog. Facilitated interdepartmental interactions to notify supervisors in real time for coaching, improving customer service, meeting SLAs, and reducing problem-solving time.
- Oct 2021 – Dec 2022 Media Services Technician - Traffic @ AMDOCS
Coordinated media services traffic and supply chain workflow via JIRA for LatAm & Brazil territories. Managed communication with suppliers and cinema studios. Ordered, tracked, received, and archived media content in cloud storage. Liaised with internal teams on delivery deadlines, status updates, and provided daily reports on media file adjustments.
- Mar 2021 – Oct 2021 Customer Support and Back Office Agent (SkillOnNet Campaign) @ KPAX MARKETING
Provided support to iGaming consumers via ticketing system and chats. Increased delivery of results and metrics, reducing waiting times and increasing case resolution. Followed KYC verification, checked SOF documents and payment methods, analyzed transactions, issued bonuses and upselling offers, and tracked potential financial and mental health problems for referral to Safe Gambling department.
- Jun 2020 – Feb 2021 Customer Care and Inside Sales Specialist (Philips Project) @ TELEPERFORMANCE GREECE
Provided technical support to Philips consumers from Iberian market via inbound/outbound calls, emails, and chats. Conducted real-time troubleshooting, managed logistics for repair/exchange via Salesforce, processed refunds and vouchers, and monitored full post-sales cycle.
- Oct 2019 – Jun 2020 Customer Service and Resolution Specialist (AirBnB Campaign) @ CPM INTERNATIONAL
Guided users mainly from Brazil and Portugal on AirBnB platform via calls and chats. Analyzed and processed payments, refunds, and credits. Managed resolution cases between hosts and guests, provided mediation, escalated cases, investigated suspicious activities for fraud prevention, and coached new employees.
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