Booking Agent, Speak On Podcasts

Feb 2021 - Current

Senior Customer Support, Thomas Greg & Sons

Apr 2019 - Jun 2020

• Responsible for onboarding new customers and set up their accounts
• Worked remotely 90% of the time
• 50+ requests per day from potential and existing customers via Zendesk, email, and live chat
• Responsible for documenting each interaction and updating the knowledge base

Customer Support Specialist, Brazilian Army

Jan 2017 - Jan 2019

• Responsible for managing a team with 30 soldiers. Through training and guidance, I passed on my knowledge to them and this resulted in 3 teams of 10 highly efficient technical customer support agents
• Responsible for providing I.T support to thousands of users via email, ticket, phone, video call, and live chat
• Created/updated the customer support knowledge base
• Solved technical problems regarding LAN, WAN, and operational systems
  
• Attended conferences to discuss updates and improvements in Army services
  

Senior Customer Support, Municipal Health Department

Sep 2014 - Nov 2016

• Worked from home 100% of the time
  
• First point of contact with the customer. Responsible for solving hundreds of I.T technical support problems per day, and teach customers how to use products/services via Zendesk, email, phone, and live chat
• Monitored the system for equipment failure or errors in performance
  
• Responsible to explain technical terms in a simple way. And to make it easier, I helped create step-by-step guides, frequently asked questions, and support documentation
• Worked with the product and development team to analyze errors and use customer feedback to improve services, products, and processes
  

Customer Support Engineer, Algar Tech

Mar 2014 - Jul 2014 (Temporary job)

• FIFA World Cup Project. Responsible for managing a team of 10 people, and I reported directly to the CTO
  
• Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
  
• My responsibilities were to plan and distribute tasks; receiving, checking, and configuring all information technology equipment (from mouse and keyboard to printers, laptops, and servers); generate daily reports on completed/ongoing tasks and team progress; and provide technical support to players, press, Fifa, FBI, and Interpol
• Got together with the team at the beginning and end of the shift. That way we were able to organize and plan our day, and I could understand the team's doubts and/or difficulties. We chose Trello to register tasks and Zendesk for support

Senior Customer Support, Ivia

Feb 2008 - Mar 2013

• First point of contact with the customer. Responsible for troubleshooting all kinds of I.T problems and escalate them when necessary
• Responsibilities ranged from simple things like creating/editing user accounts and managing print queues, to more complex problems like setting up computer networks, servers, firewalls, and virtual machines
• Worked remotely 50% of the time
  
• Learned the company's services and software and then I taught customers how to use them
• Used Salesforce CRM to apply strategies totally focused on customers and establish an increasingly personalized relationship
• Used Zendesk to answer more than 100 requests per day from potential and existing customers through email, live chat, phone, and social media
• Created/updated the customer support knowledge base to improve internal processes, and also the external one to better serve customers
  

Customer Support Trainee, State Tax Office 

May 2004 - May 2006

• Learned several things, from assembling computers to configuring Linux and Windows servers. However, what most enchanted me was the Customer Support. I still remember people's smiles when I helped them. That's when I discovered the career I wanted to pursue: Customer Support
• Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
  
• Learned a lot from my co-workers and my boss. But I also learned a lot on my own. For example, I took courses, read books about tax, and, as a result, was able to provide better customer support
• Learned when to ask for help and solve problems differently. For example, when I have a problem, this is how I approach it: Problem! Okay, let's understand the problem; Problem understood; Now, let's find the most effective solution to the problem; Solution found; Time to document everything and do the impossible so that it doesn't happen again; Now let's see what we can learn from this problem; We learned this, this, and that; Let's take that knowledge and try to improve some processes