Graça Kiboi

My name is pronounced g-ra-ss-a and I'm a seasoned Customer Support and Service professional with over 5 years of experience across various industries. Known for my charismatic personality, I’m all about optimizing customer service processes and boosting satisfaction one delightful interaction at a time.

I’ve mastered a range of CRMs like Intercom, Freshdesk, Front, HubSpot, and Zendesk to streamline operations and create memorable customer experiences. My goal? To make every customer feel valued and understood through exceptional 1:1 support. When I’m not busy solving customer issues, you’ll either find me at the beach, cooking up a storm, traveling, doing pottery, or with my nose in a thriller novel - got any recommendations? Send them my way =)

Everlance Customer Service Representative (Remote) California, USA May 2022 - Present Everlance is the leading mileage, expense, and taxes tracking application. Launched in 2015, Everlance has over 3 million users, has a top rating in the app store, and has been featured by Apple as one of the "best Finance app". Consistently track and manage all support center activity on Zendesk, ensuring timely closure of customer tickets via phone, chat, and email channels.

Proactively provide customers with status updates and act as their dedicated advocate until their questions and issues are resolved. Onboarding users via inbound pre-booked meetings.Collaborating with other departments to identify and diagnose technical issues, while expertly explaining solutions to restore service and functionality to users. Communicating user feedback and suggestions to relevant teams for product improvement.

Handle all Stripe disputes. Continuously contribute to resources such as help articles and internal trainings. UENI Customer Support Advocate (Remote) London, UK April 2021 - May 2022 Pronounced “You and I”, UENI is a B2B SaaS company that provides a quick, easy, low-cost solution to help small businesses attract new customers online by creating optimized websites for them.

Provide bi-lingual technical support in English and Portuguese via email and live chat to assist users with navigation on the UENI platform including website setup, editing, and optimization. Continuously contribute to the development of support resources, such as help articles, voiceovers, and tutorials. Also responsible for translation of help articles from English to Portuguese.

Managed and responded to all reviews and comments across multiple platforms including TrustPilot, G2, Instagram and Facebook ensuring prompt and professional engagement with customers to enhance brand reputation and customer satisfaction. Flight CX Customer Service Representative (Remote) California, USA April 2020 - March 2021 Flight CX is a B2B SaaS company that builds remote-first customer experience teams for growing startups that put people first. While working at Flight, I provided support for Mighty Networks - a popular online community and course platform centered around community.

Resolve 250+ weekly customer support inquiries by clarifying the member’s question or complaint, determining the cause of the problem, and selecting and explaining the best solution to the problem. Maintain strong communication with clients and follow up to ensure all inquiries are resolved while achieving 95% customer satisfaction rate. Effectively communicate complex technical issues to non-technical users in a clear and concise manner.

Educate customers on preventative measures to avoid future issues and thoroughly document all interactions for future reference. Collaborate with the Product and Engineering teams to escalate any technical issues that require further attention

Bachelor’s in Marketing Universidade Católica de Brasília