Mateus T.

Project Analyst Pl. at ZENVIA
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Contact Information
us****@****om
(386) 825-5501
Location
São Paulo, São Paulo, Brazil, BR
Languages
  • Inglês Full professional proficiency
  • Português Native or bilingual proficiency
  • Espanhol Professional working proficiency

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Raphael Pugliesi

O Mateus é o tipo de profissional que, quando não sabe fazer alguma coisa, descobre. E quando sabe, ainda assim questiona como pode fazer melhor. Criativo, bem-humorado e resiliente, domina muitas ferramentas de trabalho, servindo como um curinga em muitos times de marketing.

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Credentials

  • EF SET English Certificate™ C2
    EF Language Schools for Professionals
    Nov, 2020
    - Nov, 2024

Experience

  • ZENVIA
    • Brazil
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Project Analyst Pl.
      • Jul 2022 - Present

      Project management in the Customer Journey area. Responsible for mapping processes, managing content, and applying training, focusing on improving, implementing, and migrating systems. Work together with the content area to curate Help Center articles. Project management in the Customer Journey area. Responsible for mapping processes, managing content, and applying training, focusing on improving, implementing, and migrating systems. Work together with the content area to curate Help Center articles.

  • Facily
    • Brazil
    • IT Services and IT Consulting
    • 200 - 300 Employee
    • Content & Communication Analyst
      • Oct 2020 - Jul 2022

      Responsible for customer experience training, development of written and visual content Customer FAQs pages; Support Process Quality, CX Monitoring and Technology on a daily basis. Responsible for customer experience training, development of written and visual content Customer FAQs pages; Support Process Quality, CX Monitoring and Technology on a daily basis.

  • evino
    • Brazil
    • Retail
    • 100 - 200 Employee
    • Brand & Content Assistant
      • Sep 2019 - Mar 2020

      Responsible for research and description of website products, company’s written and visual content review, planning and producing event focused on new products releases and exclusive content development. Support on Social Media, Website update and SEO.

    • Process & Quality Assistant
      • Oct 2018 - Sep 2019

      CX written and visual content: People training and Team FAQ. Processes management and Internal Knowledge Base development.

  • Rappi
    • Technology, Information and Media
    • 700 & Above Employee
    • Process & Quality Analyst
      • Jan 2018 - Jun 2018

      CX Written and Visual Content Development: Business Website and Team Training. Responsible for Operation's KPIs reports and Onboarding, Logistics & CX Process Management.

    • Operations Analyst
      • Nov 2017 - Feb 2018

      Sampling Squad's operational and logistics processes management, Quality research/survey development for brands such as: Colgate, Club Social, Trident and Smirnoff, including data analysis and distribution. Customer focused content creation: Newsletter, SMS and/or App Push.

  • Uber
    • United States
    • Internet Marketplace Platforms
    • 700 & Above Employee
    • Process & Quality Assistant
      • Jul 2017 - Jan 2018

      Support and Monitor Customer Experience Agents. Process correction and modifications and colaborate in training content creation.

    • Customer Experience Analyst
      • Dec 2016 - Jul 2017

      Customer support via online chat and e-mail: Restaurants, Couriers and Final users. Support on Onboarding and New Restaurant Prospection & Acquisition.

Education

  • Universidade Anhembi Morumbi
    Graduação
    2022 - 2024

Community

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