Associate Product Manager

• Sep 2021 - Present

Customer Success Associate (Support)

• Feb 2021 - Sep 2021

Junior Customer Success Associate (Support)

• Jul 2019 - Feb 2021

• Resolve support inquiries from customers via chat, email and phone; • Responsible for updating and maintaining customer-facing knowledge base systems; • Create and organize product documentation based on product updates; • Work with the Product team to ensure we are making decisions in the best interest of our users; • Implementation of internal processes to improve the team's efficiency; • Help identify trends in customer issues and requests, as well as report bugs to… Show more • Resolve support inquiries from customers via chat, email and phone; • Responsible for updating and maintaining customer-facing knowledge base systems; • Create and organize product documentation based on product updates; • Work with the Product team to ensure we are making decisions in the best interest of our users; • Implementation of internal processes to improve the team's efficiency; • Help identify trends in customer issues and requests, as well as report bugs to Engineering; • Follow up on outstanding Accounts Receivable; • Ensure the customer have an amazing experience!

Customer Coach

• Mar 2018 - Jul 2019

• Development of a written, clear and helpful answer to resolve the client’s request in a timely manner; • Provide CSS codes in order to help the clients customize their booking engines and make it unique; • Training customers through video conferences or voice calls; • Investigate and troubleshoot functional and technical incidents in the end-user platform; • Create detailed explanation and escalate to the responsible department; • Translation of articles to populate the… Show more • Development of a written, clear and helpful answer to resolve the client’s request in a timely manner; • Provide CSS codes in order to help the clients customize their booking engines and make it unique; • Training customers through video conferences or voice calls; • Investigate and troubleshoot functional and technical incidents in the end-user platform; • Create detailed explanation and escalate to the responsible department; • Translation of articles to populate the knowledge base and help the community get the most of the system. Show less • Development of a written, clear and helpful answer to resolve the client’s request in a timely manner; • Provide CSS codes in order to help the clients customize their booking engines and make it unique; • Training customers through video conferences or voice calls; • Investigate and troubleshoot functional and technical incidents in the end-user platform; • Create detailed explanation and escalate to the responsible department; • Translation of articles to populate the… Show more • Development of a written, clear and helpful answer to resolve the client’s request in a timely manner; • Provide CSS codes in order to help the clients customize their booking engines and make it unique; • Training customers through video conferences or voice calls; • Investigate and troubleshoot functional and technical incidents in the end-user platform; • Create detailed explanation and escalate to the responsible department; • Translation of articles to populate the knowledge base and help the community get the most of the system. Show less

Social Media Analyst/Community Manager

• Jul 2016 - Feb 2018

• Content posting and interaction with customers on social media; • Identify the target audience of the business to boost posts and raise brand awareness; • Create and edit images; • E-commerce management through the WooCommerce platform; • Content writing on the blog using Wordpress; • Data and metrics analysis of the users on the website; • Product photography. • Content posting and interaction with customers on social media; • Identify the target audience of the business to boost posts and raise brand awareness; • Create and edit images; • E-commerce management through the WooCommerce platform; • Content writing on the blog using Wordpress; • Data and metrics analysis of the users on the website; • Product photography.

Community Manager

• Jan 2015 - Jul 2016

• Content posting and interaction with customers on Facebook and Instagram; • Create and edit images for social media and events; • E-commerce management; • Create newsletters with HTML and attractive designs to make sure the audience is up to date and engaged with the company; • Product photography. • Content posting and interaction with customers on Facebook and Instagram; • Create and edit images for social media and events; • E-commerce management; • Create newsletters with HTML and attractive designs to make sure the audience is up to date and engaged with the company; • Product photography.

Software Developer Internship

• Apr 2014 - Dec 2014

• Customer service in order to clarify the procedures of the company and resolve their issue; • Support the internal employees on technology-related issues; • Administrative tasks such as generate invoices, fill out forms, organize documents, redirect the services requests to the responsible team and collect reports for the management department; • Development of a software that can track and manage data from the water level tanks. • Customer service in order to clarify the procedures of the company and resolve their issue; • Support the internal employees on technology-related issues; • Administrative tasks such as generate invoices, fill out forms, organize documents, redirect the services requests to the responsible team and collect reports for the management department; • Development of a software that can track and manage data from the water level tanks.

Software Developer Internship

• Jul 2013 - Apr 2014

• Create layout designs for websites and mobile apps; • Development of web applications to third parties companies; • Scrum meetings to break large processes down into small pieces in order to streamline efficiency. • Create layout designs for websites and mobile apps; • Development of web applications to third parties companies; • Scrum meetings to break large processes down into small pieces in order to streamline efficiency.