Camilla Cristina Costa Moretti brazão

Senior CS Analyst

Nubank

Apr 2022 - Current (3 years 11 months)

Responsible for agent onboarding, backstage (level 2 tickets) creation and management. While acting as senior analyst, I was responsible for two different teams: product launch, where I had the opportunity to build customer journeys and track MVP opportunities for improvement. I also dealt with agent process creation, including KPIs, process documentation, and communication with clients. In the second project, I was responsible for managing operations in specific projects all guided towards customer service: first instance complaints, back office, quality, NPS, onboarding and training (agent journey, upskilling), and process improvements. Additionally, I utilized messaging apps to foster a supportive environment for agents, ensuring they

Customer support

ApplyBoard

Feb 2022 - Sep 2024 (2 years 8 months)

I had a dual journey with ApplyBoard and Nubank. While working at ApplyBoard, I was responsible for answering tickets (level 2-3) on Zendesk, WhatsApp, and phone calls, effectively building the bridge between students and universities worldwide to expedite the application process and provide the best opportunities for their future. Additionally, I maintained documentation in Google Drive, ensuring that all support materials were organized and accessible. Furthermore, I contributed to the creation of various documents built in WordPress, enhancing our team's ability to deliver comprehensive support resources. I also engaged in cold calling, directly contacting schools or students to expedite the application process, thereby improving overall

Customer support analyst

Nubank

Aug 2021 - Apr 2022 (9 months)

As a Customer Support Analyst, I was responsible for managing level 1 tickets, overseeing communication settings, and creating processes for all customer experience (CX) bases. I dedicated myself to personal and professional development, which helped me discover my passion for customer care and accountability. Additionally, I utilized Google Drive as part of the customer support process for document registration, ensuring that all necessary documentation was organized and accessible, thereby enhancing the efficiency of our operations. I also employed Microsoft Excel for data analysis and database construction, which was essential for tracking KPIs and conducting quality assessments, further contributing to the overall improvement of our cus

Customer service

OLX Brasil

Aug 2020 - Aug 2021 (1 year 1 month)

As a Customer Service representative, I was responsible for managing level 1 tickets and providing exceptional customer support across all service channels, maintaining an impressive 98.7 CSAT for eight consecutive months. I utilized Microsoft Excel for data analysis and internal content creation, which helped streamline our processes and improve service delivery. Additionally, I leveraged Google Workspace for effective team communication and to schedule meetings, facilitating seamless interactions between B2C customers and real estate agents in a B2B context. This comprehensive approach ensured that customer needs were met efficiently and effectively.

Camilla Cristina Costa Moretti brazão

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