Team Leader - Customer Success North America

• Nov 2022 - Present

Customer Success Global Specialist II

• Jun 2021 - Nov 2022

Customer Success Global Analyst

• Jul 2020 - Jun 2021

Support Coordinator LATAM

• Jul 2019 - May 2020

Responsible for managing customers over the countries in Latin America, in order to provide solutions and updates, predicting customer satisfaction, complaints solutions and process improvements. Managing and improving online campaigns for customers in Google Ads and Facebooks Ads to achieve best results. Managing Websites and Landing Pages to obtain all possible leads. Responsible for managing customers over the countries in Latin America, in order to provide solutions and updates, predicting customer satisfaction, complaints solutions and process improvements. Managing and improving online campaigns for customers in Google Ads and Facebooks Ads to achieve best results. Managing Websites and Landing Pages to obtain all possible leads.

Customer Care Senior Associate

• Jun 2016 - May 2018

Responsible for managing customer requests from corporate clients (large accounts) all over Brazil by telephone or e-mail in order to provide solutions and updates from the cases. Predicting customer satisfaction, complaints solutions and process improvements. Problem solving related to orders, status, losses, damages, returns and customer escalations, always the first contact with the client, in a properly way and within the estimated time. When necessary, performing alignment with other areas such as sales, technical support, tax and etc.

Trilingual Service Desk Analyst

• Dec 2015 - Jun 2016

Responsible for evaluate and prioritize cases of Technical Support from corporate clients "BD" (Becton Dickinson), performing the first contact between the client and HCL. Analyzing and solving customer problems in general, escalating to a second level when necessary, expediting and forwarding, maintaining customer contact by telephone and e-mail during the cases resolution, even on its closure. Responsible for evaluate and prioritize cases of Technical Support from corporate clients "BD" (Becton Dickinson), performing the first contact between the client and HCL. Analyzing and solving customer problems in general, escalating to a second level when necessary, expediting and forwarding, maintaining customer contact by telephone and e-mail during the cases resolution, even on its closure.

Support Engineer II

• Apr 2011 - Oct 2015

Responsible for preliminary screening to understand the customers’ situation to reached tech support, evaluating criticality and SLA. Performing a senior role, acting as a Nexus in the team.

Suport Engineer

• Aug 2010 - Mar 2011

Responsible for preliminary screening to understand the customers’ situation to reached tech support, evaluating criticality and SLA. Problem solving using knowledge base, which is a database presenting cases already mapped and catalogued by SAP. Responsible for performing root cause analysis of reported incidents versus potential sources/solutions already known, as well as providing advice to clients on technical issues and queries.

Support Consultant

• Jul 2009 - Jul 2010

First level technical support, responsible for preliminary screening to understand the client's situation, criticality level and SLA. Responsible for performing root cause analysis of reported incidents versus potential sources/solutions already known, as well as providing advice to clients on procedural issues and queries. Systematic errors reporting to the development area.

Climate Protection and Institutinal Relations Coordinator

• 2008 - 2009

Responsible for government relations management for efficiency and climatic changes departmanet of the city of Buenos Aires dealing with the initiative private and individuals in energy sector. Responsible for the implementation of corporate communications and strategy for the OPCEE department, conducting studies to dimension the consumption and potential initiatives to the energy efficiency, having as main objective to reduce the consumption through the awareness of the use of other sources of energy. Idealizer of alternative proposals to the standard consumption, generation of reports of consumption and monitoring of the effect of the suggested initiatives in order to reach the achievement of annual goals.

Project Leader

• 2006 - 2008

Responsible for the implementation and the project of the online fundraising for the NGO´s in Argentina, Administration of the Security server and the online forms for the NGOs, teaching the organizations the online fundraising method, and the technics of working with data base information. Responsible for the implementation and the project of the online fundraising for the NGO´s in Argentina, Administration of the Security server and the online forms for the NGOs, teaching the organizations the online fundraising method, and the technics of working with data base information.

Cyberactivism and Webmaster Coordinator

• 2004 - Oct 2006

Logistic and Warehouse Coordinator

• 2001 - 2004

Campaign Assistant

• 1998 - 2001

Office Manager

• 1997 - 1998

Campaign Assistant

• 1995 - 1997

Press Assistant

• 1994 - 1995

Campaign Assistant

• 1993 - 1994

Volunteer

• 1992 - 1993