Anya Garcia

Profissional de Atendimento ao Cliente com experiência prática em múltiplos canais de suporte, incluindo atendimento por telefone, e-mail e presencial. Possui habilidade para fornecer respostas claras, precisas e cordiais, com forte foco em atendimento via chat, destacando-se na gestão simultânea de diversas conversas sem comprometer a qualidade e a eficiência. Comprometido com a resolução de demandas no primeiro contato, demonstrando capacidade comprovada de adaptar o estilo de comunicação às diferentes necessidades dos clientes.

Tem familiaridade com ferramentas de CRM e é motivado pelo compromisso genuíno em proporcionar experiências positivas aos clientes. Também possui experiência na elaboração e execução de programas de integração (onboarding), treinamentos e reciclagens, contribuindo para o rápido desenvolvimento de novos colaboradores e para a padronização e consistência das operações.

Customer Service Support at Teleperformance (2021-03 – 2024-05) • Maintained an average NPS score between 85 and 90, consistently exceeding customer satisfaction targets. •Managed 3 simultaneous chat conversations while maintaining quality and response time standards.

• Served as a reference point for the team, providing guidance and support to colleagues on complex cases and best practices.
• Achieved high first-contact resolution rates by delivering accurate and efficient responses across multiple support channels.

Training

Lead at Teleperformance (2024-06 – Present) • Applied modern learning methodologies using digital resources, multimedia content, and support materials to maximize knowledge retention and engagement.

• Conducted training needs assessments in partnership with leadership, designing technical and mandatory learning paths aligned with business demands and service excellence standards.
• Actively participated in strategic forums, contributing to process redesign and improvements across the employee and customer journey.
• Delivered high-performance new hires, achieving 70% CSAT within the first two weeks — reaching the monthly target ahead of schedule.
• Data-driven management, including the creation and tracking of training and performance indicators (effectiveness, quality, NPS), as well as the implementation of strategies to boost KPIs below target.

Bacharel in Library Science and Documentation – UFS (2026)