Lucas Hinselmann

Product Support Specialist

Sprout Social, Inc.

Oct 2023 - Dec 2024 (1 year 3 months)

• Provided end-to-end support to global clients, including SMBs and enterprise accounts, across chat, email, and social platforms. • Acted as a Subject Matter Expert (SME), coaching peers and supporting team members struggling with product knowledge. • Collaborated with cross-functional teams (Sales, Product, Customer Success, Engineering) to resolve complex client issues and streamline workflows. • Maintained SLA adherence, prioritizing and resolving cases to meet service level targets. • Identified recurring issues and suggested process improvements, helping to prevent future client problems and enhance overall operational efficiency. Achievements: • “We Solve Hard Problems” Award – 2023: Recognized as the annual top performer across the

Customer Support Specialist

Sprout Social, Inc.

Oct 2022 - Sep 2023 (1 year)

• Delivered end-to-end client support across chat and email for SMB clients. • Triaged and prioritized incoming cases, ensuring SLA adherence and timely resolution of high-priority issues. • Managed escalations, collaborating with cross-functional teams (Engineering, Sales, Product, Customer Success) to resolve complex cases efficiently. • Identified opportunities to enhance CSAT, response times, and resolution efficiency. • Contributed to continuous improvement initiatives. Achievement: • First-ever recipient of the “Advocate of the Month” award (January 2023), honoring outstanding contributions to customer success and satisfaction in the inaugural month of the program.

Senior Quality Monitoring Feedback Analyst

accenture

Jun 2022 - Oct 2022 (5 months)

Client: Facebook • Acted as Subject Matter Expert (SME) for product processes, simplifying complex procedures and coaching Quality Analysts to improve performance and adherence to standards. • Conducted quality audits, internal audits, and compliance checks to ensure consistency across teams. • Developed, maintained, and reviewed assessment records, quality strategies, and metric reporting documents, ensuring accuracy and operational excellence. • Collaborated with Knowledge Management Specialists, Subject Matter Experts, and product teams to implement new processes, product launches, and continuous improvement initiatives. • Delivered end-to-end training and calibration for new and junior Quality Analysts, enhancing team capability and sta

Quality Monitoring Feedback Analyst

accenture

Jan 2022 - Jun 2022 (6 months)

Client: Facebook • Audited analysts’ work, provided constructive feedback, and coached team members to ensure quality and compliance. • Acted as escalation point for process questions and complex cases, liaising with Managers and Team Leads to resolve issues efficiently. • Conducted root cause analysis, health checks, and trend analysis to identify improvement opportunities and prevent recurring issues. • Participated in continuous improvement projects and operational strategy discussions to enhance QA practices. • Created QA progress reports and delivered coaching sessions to support team development. Achievement: • Top Performer QA – May 2022: Recognized for exceptional quality auditing, coaching peers, and ensuring adherence to process s

Technical Support Analyst

accenture

May 2021 - Jan 2022 (9 months)

• Delivered Tier 2 technical support for complex product groups, resolving high-impact issues within SLA targets. • Ran SQL queries to validate data accuracy, investigate reporting inconsistencies, and support root cause analysis. • Executed API calls through Facebook’s APIs to confirm reporting metrics, verify incoming data, and identify discrepancies. • Troubleshot product issues end-to-end by reproducing customer-reported behavior, isolating root causes, and providing clear resolution steps or escalating to Engineering when needed. • Investigated implementation issues with Facebook’s JavaScript tracking solutions (including the Facebook Pixel), reviewing event firing, parameters, and tagging to ensure correct setup and data collection.

Customer Support Representative

accenture

Jan 2021 - May 2021 (5 months)

• Provided chat and email support to SMB and enterprise clients, assisting with marketing campaigns, ad performance questions, and basic product troubleshooting. • Guided customers through account setup, campaign best practices, and feature usage to improve adoption and user experience. • Escalated technical or policy-related issues appropriately, ensuring accurate case handling and timely resolution. • Monitored customer inquiries to identify recurring themes, contributing feedback to improve workflows and support resources. • Consistently met KPIs related to response time, quality, customer satisfaction (CSAT), and productivity. Achievements: • Recognized as Best New Joiner Agent for Q1 2021, demonstrating rapid onboarding and high perfor

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Sous Chef

Mcloughlin's Bar

Apr 2019 - Dec 2020 (1 year 9 months)

• Took responsibility for daily kitchen operations in a small, fast-paced team, ensuring smooth service and consistent food quality. • Helped train and support junior chefs, maintaining good communication and teamwork during busy shifts. • Managed stock levels, placed supplier orders, and monitored portion control to reduce waste and maintain cost efficiency. • Developed and tested new dishes, contributing creative ideas to seasonal menus. • Ensured all food preparation met hygiene and safety standards in line with HACCP guidelines.

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Operations & Client Relations Support

Haga Imóveis, Brusque SC (Family-Owned Real Estate Agency)

Mar 2018 - Jan 2019 (11 months)

• Supported daily operations in a family-owned real estate business, optimizing workflows, coordinating property listings, and managing client communications to improve overall efficiency and satisfaction. • Managed financial operations including billing, budgeting, and payment processing; implemented tracking systems that reduced payment errors and improved cash flow visibility. • Strengthened client and supplier relationships through consistent communication and proactive problem-solving, ensuring smooth transactions and repeat business. • Introduced data-driven marketing strategies, increasing investment in Facebook and Google Ads by 49%, which contributed to a 39% rise in sales in 2018. • Reduced operational costs by 13% through process

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Commis Chef & Chef de Partie

Hartley's Restaurant

Dec 2015 - Nov 2017 (2 years)

• Prepared and presented dishes to high standards of quality, consistency, and presentation in a fast-paced kitchen environment. • Supported senior chefs in daily service and stock control while maintaining strict food safety and hygiene standards. • Coordinated with kitchen and front-of-house teams to ensure smooth service and excellent guest satisfaction. • Trained and mentored junior staff, promoting teamwork, clear communication, and efficiency under pressure. • Managed section responsibilities independently, meeting service deadlines and maintaining attention to detail during busy shifts.

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