Stephany Campos Alves

Customer Support Specialist

Playrix

Feb 2025 - Current (1 year 6 months)

Support Fishdom game players via chat and email Test and drive customer communication during critical events, while cooperating with other departments (UX, Developers).

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Customer Solutions Expert

Pipedrive (CRM) Software

Sep 2024 - Feb 2025 (6 months)

Customers' contact person through live chat and email Risk Management Certification & Tier 2 – Specialization in Add-ons: Campaigns (email marketing), Leadbooster (webform, webvisitors, prospector, live chat, chatbot), Project, Smartdocs. Solve all types of questions from the basic Tier 1 to the most complex technical queries, bugs with the CRM, issues involving integrations, automation workflows, API-related troubleshooting and my Tier 2 Add-ons. Collaboration with tech departments by also escalate to those sections when it is needed (Support Engineer, Billing, Product, Customer Success and Sales)

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Guest Experience Maker (Portuguese)

Six Senses Laamu

Nov 2021 - Mar 2023 (1 year 5 months)

Ensure high-quality guest service, anticipating and addressing guests needs while adhering to LQA standards: Manage guest experience and all arrangements through the stay with a personalized touch and coordinate the details with other departments (front office & excursions, housekeeping, maintenance, F&B, water sports, dive center, surf center, marine biologists, sustainability, and spa). Conduct check-ins/check-outs, welcome guests, introduce the resort facilities, and provide detailed explanations. Meet my guests daily in person, escort them to activities, and offer ongoing support via Phone Calls and WhatsApp. Manage reservations, billing, and financial transactions, while organizing, booking and recommending activities, dining, and excu

COE Specialist - Customer Support Representative

Uber Eats

Jan 2019 - Jun 2021 (2 years 6 months)

Customer Service Specialist: Operation management for SME and Enterprise: Menu creation, approval, and upload partners' documents and pictures in the app, account creation and activation, accounts churn. Support the Sales Team and Account Managers in the management of the restaurant partners. Onboarding meetings to guide clients through the platform and explain Uber Eats' business model and billing process Handling Chats, tickets, and phone calls. Handled end-users and couriers cases for 3 months and then focused on Restaurant Partners. After specializing in restaurants, I continued assisting other teams when they had a high volume of contacts. Highlight: First place in the company-wide Quality Contest among all Uber Support and Customer Se

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Account Executive

Havas Digital Brasil

Jul 2014 - Jan 2015 (7 months)

Client: Danone (Digital Account) Point of contact between agency and client Functioned cross-team with planning, contributing strategic input based on previous experience at Danone. Competition monitoring Briefing preparation Direction, negotiation, and collection of deliverables Budget management and strategy development Campaign strategy Follow-up with internal team and cross-functional departments Project Input and Output Project presentations Client projects approval Account Management

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Account Intern

Salles Chemistri (Publicis Groupe)

Sep 2012 - Feb 2013 (6 months)

Client: General Motors (Retail and after-sales accounts). Contact between agency and client. Contact with related agencies. Preparation and submission of briefings. Updating and coordinating budget spreadsheets.

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Digital Marketing and Media Intern

Working with Danone dairy products brand teams (Activia, Danoninho, Dan'up, Danio, Verdadeiro Danone, Actimel, Danette and Corpus) Digital Marketing & Strategy Digital Media & Advertising Digital CRM & Strategy Social Media Marketing & Strategy Web Analytics: SEM Mobile Marketing & Strategy

Stephany Campos Alves

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