Cal Melo 🏳️‍⚧️

Cal Melo 🏳️‍⚧️

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Florianópolis, State of Santa Catarina, Brazil
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Résumé

Jobs verified_user 0% verified
  • Polly
    Technical Operations Specialist
    Polly
    Jul 2025 - Apr 2026 (10 months)
    • Managed and prioritized support tickets and escalations using Jira and internal ticketing systems, like Fresh Desk
    • Provided customer-focused support by investigating issues, communicating updates, and ensuring timely resolution
    • Worked cross-functionally with Product, Engineering, and Operations teams to resolve customer-impacting issues and improve platform reliability
    • Communicated issue status and resolutions to internal stakeholders and supported timely incident resolution
    • Supported US-based B2B clients and internal teams while maintaining high standards of operational accuracy and customer experience
    • Managed pricing operations and investor product configurations within Polly’s mortgage SaaS platform
  • Polly
    Customer Operations Specialist
    Polly
    Mar 2024 - Jul 2025 (1 year 5 months)
    • Managed investor content operations and daily mortgage guideline updates within Polly’s SaaS platform
    • Supported internal stakeholders by analyzing issues and providing operational guidance and updates
    • Investigated and resolved escalated tickets related to pricing, eligibility, and product configuration issues
    • Configured and validated LLPAs, eligibility rules, and investor product changes based on daily investor communications
    • Performed testing and validation of mortgage products and pricing behavior directly within the client-facing platform
    • Troubleshot escalated customer issues related to investor content, pricing behavior, and eligibility inconsistencies
    • Conducted investor audits and cross-syste
  • Polly
    Operations Analyst
    Polly
    Nov 2023 - Mar 2024 (5 months)
    • Reviewed and interpreted investor guidelines, rate sheets, and mortgage documentation received through email and ticketing systems
    • Managed operational requests and support tickets through email and ticketing systems in a high-volume SaaS environment
    • Collaborated with cross-functional teams to investigate and resolve platform inconsistencies
    • Configured mortgage eligibility rules, LLPAs, and investor-related data within Polly’s platform
    • Tested investor products and pricing behavior to validate correct loan visibility and rule execution within the client-facing system
    • Supported internal operational workflows involving mortgage product setup and validation
    • Assisted in troubleshooting investor-related
  • Joorney
    Multilingual Data Extraction
    Joorney
    Oct 2023 - Nov 2023 (2 months)
    • Expanded into Spanish-to-English and French-to-English visa documentation workflows after demonstrating strong accuracy and reliability in initial projects
    • Extracted and validated sensitive visa-related information from PDFs, scanned files, forms, and structured documentation
    • Managed multilingual document processing with strong attention to detail, organization, and confidentiality
    • Worked independently in a remote contractor environment for a US-based company with deadline-driven weekly deliveries
    • Performed quality checks and validation processes to ensure consistency and accurate information transfer across multilingual records

    Key Contributions:
    • Earned additional multilingual projects base
  • Joorney
    Portuguese Data Extraction
    Joorney
    Sep 2023 - Oct 2023 (2 months)
    • Processed Portuguese-to-English visa-related documentation workflows for a US-based company
    • Extracted and organized information from scanned files, PDFs, and structured forms with high accuracy
    • Maintained confidentiality and consistency while working with sensitive international documentation
    • Delivered organized weekly batches within required turnaround deadlines in a fully remote environment
    • Performed data validation and review to ensure quality and reliability of processed information

    Key Contributions:
    • Demonstrated strong accuracy and reliability early in the contract work
    • Quickly adapted to international remote workflows and documentation standards
    • Recognized with additiona
  • QUEIMA DIÁRIA
    Customer Experience Specialist
    QUEIMA DIÁRIA
    Aug 2022 - Jul 2023 (1 year)
    • Managed high-volume customer interactions across Instagram, Facebook, Twitter/X, YouTube, and instructor social media accounts
    • Responded to direct messages, comments, and public interactions with a strong focus on engagement, customer experience, and conversion opportunities
    • Assisted customers with platform access issues, subscription questions, purchase support, and product guidance across multiple social channels
    • Supported customer retention and brand engagement by creating empathetic, human, and solution-oriented interactions in public-facing environments
    • Helped convert social media interactions into sales opportunities by understanding customer needs and presenting platform value in a personalized way
  • QUEIMA DIÁRIA
    Customer Support Specialist
    QUEIMA DIÁRIA
    Jun 2022 - Aug 2022 (3 months)
    • Assisted customers through website chat and WhatsApp channels, helping guide purchasing decisions and increase platform engagement
    • Presented products, clarified doubts, and recommended programs based on each customer’s goals, routines, and challenges
    • Used consultative communication techniques to increase customer trust, motivation, and conversion potential
    • Supported a high-demand operation with a lean team environment, balancing sales support, customer experience, and fast response times
    • Helped customers overcome objections related to discipline, motivation, and fitness consistency by personalizing recommendations and highlighting platform value
    • Worked closely with support and operations teams to ensure
  • QUEIMA DIÁRIA
    Customer Support Analyst
    QUEIMA DIÁRIA
    Apr 2022 - Jun 2022 (3 months)
    • Provided customer support via Zendesk for subscription management, billing questions, account access, and platform-related issues
    • Managed high daily ticket volumes while maintaining quality, organization, and customer satisfaction standards
    • Investigated and escalated platform bugs and technical issues with detailed reproduction steps and clear documentation
    • Assisted customers with troubleshooting, account recovery, cancellations, refunds, and general platform guidance
    • Collaborated with internal teams to improve support processes, reduce recurring issues, and optimize response workflows
    • Maintained empathetic and solution-oriented communication with customers across different service scenarios
  • Centro de Ensino Guroo
    Marketing Analyst
    Centro de Ensino Guroo
    Sep 2017 - Mar 2019 (1 year 7 months)
    • Managed the school’s digital communication through Instagram, Facebook, CRM campaigns, SMS marketing, and weekly newsletters, maintaining consistent engagement with parents and students
    • Wrote and designed weekly institutional newsletters, organizing content, announcements, and school campaigns to strengthen community engagement
    • Created graphic designs and social media content for institutional campaigns, contributing to higher visibility and participation in school events and activities
    • Helped organize “Guroo Transforma,” a large educational event featuring interactive student activities throughout the week, supporting communication, promotion, and participant experience
    • Supported marketing and student enrollme
  • Grupo Lhasa
    Loan Operations Analyst
    Grupo Lhasa
    Mar 2017 - Aug 2017 (6 months)
    • Processed and monitored payroll loan applications directly with banking systems and financial institutions
    • Followed application status, validations, approvals, and pending issues through daily operational routines
    • Promoted to handle more complex loan processing workflows requiring greater accuracy and banking validation knowledge
    • Maintained daily communication with agencies and banking contacts to confirm application updates and processing outcomes
    • Managed high-volume operational activities with strong organization and deadline control

    Key Contributions:
    • Earned increased responsibilities handling more complex financial operations workflows
    • Strengthened communication and coordination s
  • Grupo Lhasa
    Loan Operations Assistant
    Grupo Lhasa
    Jan 2017 - Mar 2017 (3 months)
    • Reviewed and validated loan documentation to identify inconsistencies and potential fraud risks before bank processing
    • Processed payroll loan applications and organized documentation for different operational departments
    • Performed data entry and banking system updates with strong attention to accuracy and compliance
    • Worked in a high-volume financial operations environment with strict process validation requirements


    Key Contributions:
    • Helped improve operational accuracy and document verification workflows
    • Maintained organization and consistency while handling sensitive financial information
    • Developed strong analytical and detail-oriented operational skills early in career
Education verified_user 0% verified
  • Universidade Cruzeiro do Sul
    MBA in Artificial Intelligence for Process Automation
    Universidade Cruzeiro do Sul
    May 2026 - Aug 2026 (4 months)
  • Universidade Anhembi Morumbi
    Curso Superior de Tecnologia (CST, Marketing
    Universidade Anhembi Morumbi
    Nov 2021 - Dec 2023 (2 years 2 months)
Projects (professional or personal) verified_user 0% verified
  • S
    Spanish Language Immersion - Buenos Aires, Argentina
    Nov 2022 - Apr 2023 (6 months)
    Personal Development Project
    • Spent 6 months living in Buenos Aires focused on Spanish immersion and cultural adaptation
    • Strengthened communication skills in multicultural and international environments
    • Developed adaptability, independence, and cross-cultural communication through daily interactions in Spanish-speaking settings
  • G
    Guroo Transforma
    Sep 2017 - Nov 2018 (1 year 3 months)
    Believing that education can transform the world, Centro de Ensino Guroo launched the Guroo Transforma project. An annual event that adopts special themes that guide a series of different activities and that deconstruct paradigms of Education. In 2015, the theme was creativity and reflected on the need for schools to value and develop this ability in children and young people. In 2016 the theme was Empathy and Collaboration. In 2017, the third edition of the event took place and the theme was PARTICIPATION. The main goal was to sharpen our students' curiosity and encourage their protagonism. In 2018, the fourth edition of the event took place and the theme was "SHOW YOUR BEST VERSION". The main goal was to value the talents of each one, awa
  • I
    International Experience & English Immersion - London, UK
    Mar 2015 - Nov 2016 (1 year 9 months)
    Personal Development Project
    • Lived in London focused on English immersion, cultural adaptation, and independent living
    • Worked in customer-facing environments including cafés, restaurants, and hostel reception
    • Strengthened communication, adaptability, problem-solving, and interpersonal skills through daily interaction in multicultural environments
    • Developed professional independence and experience working with people from different backgrounds and nationalities
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