Camila Moreira Lucinda

Camila Moreira Lucinda

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Project Manager, Customer Support Specialist, Customer Success, Executive Assistant, Customer Support Analyst
São Paulo, State of São Paulo, Brazil
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Résumé

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  • A
    Project Manager | Scheduling Coordinator Team Lead public Remote experience
    Atlas Language Services Inc
    Jun 2021 - Current (5 years 1 month)
    - Lead end-to-end coordination of high-volume, time-sensitive client operations - Design and improve operational workflows to increase efficiency and scalability - Standardize communication processes with clients and vendors - Identify recurring operational issues and implement structured solutions - Act as escalation point for complex client cases - Support and guide a team of 3+ coordinators - Contribute to internal processes and documentation - Collaborate with leadership to improve service delivery models Systems & Process Impact - Transformed ad-hoc workflows into structured, repeatable processes - Improved operational efficiency by identifying bottlenecks - Reduced dependency on manual coordination - Contributed to scalable operation
  • Fluid Truck
    Senior Customer Support Representative public Remote experience
    Fluid Truck
    Sep 2020 - Jun 2021 (10 months)
    - Delivered customer support in a fast-paced, evolving environment with limited initial processes and operational structure - Adapted to constantly changing workflows, as processes, tools, and operational frameworks were being developed in real time - Supported onboarding experiences by guiding customers and clarifying processes in a context with limited documentation - Identified recurring customer issues and contributed to the development of more structured workflows and internal processes - Collaborated with internal teams to improve customer experience, helping bring more consistency and organization to daily operations - Actively contributed to the early-stage structuring of processes and operational improvements as the company scaled
  • MSC Cruises
    Guest Service Agent
    MSC Cruises
    Aug 2018 - Mar 2020 (1 year 8 months)
    Provided personalized service to international clients in a multilingual environment. Managed guest concerns, complaints, and special requests with professionalism and efficiency. Supported VIP guest services and high-pressure situations requiring quick decision-making. Acted as a communication bridge across departments and multicultural teams. Key Achievements: High customer satisfaction ratings Recognized for performance under pressure and service quality
  • EY
    Problem Management Analyst
    EY
    Mar 2018 - Jul 2018 (5 months)
    In this role, I ensured the accuracy and quality of documentation throughout the entire lifecycle of problem records. My main responsibilities included: Monitoring and analyzing problem records to identify trends and prevent recurring incidents. Proactively implementing solutions to minimize the impact of unavoidable incidents. Enhancing system stability by maintaining high-quality documentation and operational processes. Collaborating with cross-functional teams to ensure a more secure and efficient IT environment.
  • EY
    Knowledge Help Advisor
    EY
    Mar 2017 - Mar 2018 (1 year 1 month)
    As a trilingual Knowledge Help Advisor, I provided support to EY employees across the Americas through Live Chat (ServiceNow), Phone, and Email. My key contributions included: Coaching employees on knowledge management tools such as SharePoint and EYDelivers. Managing and curating the knowledge database, ensuring up-to-date FAQs and Quick Manuals (QM) for ServiceNow. Handling Level 1 (L1) ticket resolution for Incident (INC), Service Requests (SR), and Change Requests (CR) with proper escalation when needed. Supporting virtual assistance initiatives and driving content curation projects.