Marina Mendes

Bilingual professional with experience in customer service, operational and field support, team supervision, and English language instruction. Experienced in troubleshooting system-related issues, supporting multiple clients and operators, handling customer inquiries, and adapting communication to different audiences. Strong background in Zendesk and Sabre, with fluent English and experience working in fast-paced, service-oriented environments.

Customer Service Representative / SAC & BKO at CONTAX (2021-01 – 2021-12)

Provided customer service support through the SAC, handling inquiries, requests, and service-related issues. Worked in BKO and Field Support activities, assisting frontline agents with operational and system-related issues and helping ensure efficient service delivery.

Field Support / Operational Support at CONTAX (2022-01 – 2022-12)

Provided support to multiple clients and frontline operators, troubleshooting system and operational issues, investigating incidents, and delivering timely solutions. Assisted agents with system navigation and procedures, escalating complex cases when necessary and maintaining clear communication across support channels.

Field Support Supervisor at CONTAX (2022-09 – 2023-03)

Supervised the Field Support operation, supporting the team in resolving complex incidents and system-related issues. Monitored operational demands, assisted with escalations, supported team performance, and coordinated solutions to maintain service continuity and quality standards.

English Language Instructor at CNA (2024-01 – Present)

Deliver English instruction to diverse groups of learners, adapting communication strategies, learning materials, and teaching approaches to different needs and proficiency levels. Provide individualized support and feedback, address questions and learning difficulties, and maintain clear communication in English and Portuguese. Develop strong active listening, problem-solving, organization, and interpersonal skills while managing multiple learners and ensuring a positive learning experience.

Bachelor's Degree in International Relations – Universidade Federal da Paraíba (UFPB) (2026-12)