I am a customer service, sales, and help desk professional with more than 10 years of experience supporting B2B and B2C customers. I specialize in resolving inquiries, claims, incidents, and commercial requirements with clear, empathetic communication.
I have managed customer portfolios, corporate accounts, sales follow-up, CRM records, tickets, collections, and cross-functional coordination. I am comfortable handling dissatisfied customers and turning issues into opportunities to strengthen customer relationships.
In sales roles, I have contributed to customer acquisition, retention, commercial planning, quota management, and regional strategy. I increased a B2B customer portfolio by 57% through commercial strategies and consistent follow-up.
As a help desk agent, I provided first-level support by phone, diagnosed navigation issues, created support tickets, and guided customers through incident resolution. I have handled high call volumes as well as more than 30 daily chats and up to 140 monthly in-person customers.
I work independently, prioritize tasks effectively, and adapt well to remote digital environments. I use communication, CRM, collaboration, and documentation tools to maintain organized case follow-up and deliver a positive customer experience.
Managed and followed up with B2B clients, strengthening retention and supporting the achievement of commercial objectives.
Increased the customer portfolio by 57% through B2B sales strategies and consistent commercial follow-up. Coordinated and trained team members to promote collaboration, organization, and goal attainment.
Supervised a sales team and monitored commercial indicators, objectives, and business requirements.
Handled customer situations and supported problem resolution through negotiation and effective communication. Optimized projections and quotas to improve regional planning and sales strategy.
Managed and followed up with customers, addressing inquiries, requirements, and commercial needs while strengthening client relationships through proactive communication.
Was promoted to Coordinator based on performance in forecasting, customer management, and customer retention. Also coordinated and trained team members to support organizational goals.
Managed key customer accounts, including customer requirements, collections, distribution, and case follow-up.
Provided comprehensive customer service and coordinated solutions to meet client needs. Implemented planograms to improve commercial effectiveness and customer experience.
Managed administrative and logistics activities for projects, including asset tracking, billing, and operational requirements.
Coordinated with suppliers and monitored processes to ensure the timely completion of planned activities.
Provided first-level remote support through telephone assistance, diagnosing and resolving customer navigation issues.
Created technical support tickets, tracked requests, and guided customers through incident resolution with clear communication. Due to efficiency and performance, was assigned to the highest-volume call period.
Computer Engineering, Computer Engineering
Certificate, Negotiation in Action
Professional training in negotiation.
Certificate, Teamwork in the Workplace
Professional training in workplace teamwork.
Certificate, Virtual Assistant
Virtual assistant training.
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