I am a bilingual professional (English and Brazilian Portuguese) with experience in Customer Support and Quality Assurance (QA) in fast-paced, international environments.
In Customer Support, I handled high-volume live chat operations, managing up to 4 simultaneous conversations, while consistently maintaining key performance metrics such as CSAT and RES above 85%. I specialized in delivering fast, empathetic, and solution-oriented customer experiences in a global support environment.
In my QA role, I evaluated customer interactions to ensure compliance with internal workflows, policies, and quality standards. I provided structured feedback to improve agent performance, enhance service consistency, and support continuous process improvement.
Previously, I worked in Customer Support resolving technical and payment-related issues, supporting multilingual customers, and participating in training programs for new support agents.
I am passionate about Customer Experience, Quality Assurance, and process improvement in remote-first, global environments. I am currently open to remote opportunities worldwide in Customer Support, Customer Experience, or QA roles.
