Data Analyst Jr

• Jun 2022 - Present

In my role at Zenvia, I offer assistance to the L1 customer support team within the 'coaching' workflow, which involves helping them with technical doubts surrounding our software solutions or internal workflows that may appear during their daily job.I also assist in the development of educational content for the technical development of the team, as well in the onboarding of new agents.

Customer Service Analyst

• Jun 2022 - Feb 2023

Customer Support Assistant II

• Sep 2019 - May 2022

Customer support through web channels such as email, chat, and Telegram. Assistance during training sessions for new agents, sharing experiences and customer service knowledge acquired over time in an internal support format via Zendesk, within the Quality Education cell of the Support team. Technical analysis of open tickets by the support team, and project referral for direct correction by the technical team through Jira issues. Customer support through web channels such as email, chat, and Telegram. Assistance during training sessions for new agents, sharing experiences and customer service knowledge acquired over time in an internal support format via Zendesk, within the Quality Education cell of the Support team. Technical analysis of open tickets by the support team, and project referral for direct correction by the technical team through Jira issues.

IT Internship

• Jul 2018 - Aug 2019