Customer Service
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30 years old, trilingual, living in Manaus, Brazil, with 10 years in customer facing roles and more than five years of leadership experience, I have developed strong capabilities in remote work, customer behaviour analysis, service improvement, team development, relationship management and customer retention. My previous roles at British Council, CHENZHEN ZIYI LTD and Ibis Budget Hotel strengthened my ability to manage teams, improve team performance, and deliver customer-focused solutions.
Customer Service Manager - Remote - British Council - Remote
(2023-04 - 2026-01)
Lead the customer service team in Brazil and support operations across Latin America. Oversee high-impact customer interactions, process optimisation and crosswork with departments such as Operations, Planning, Exams, Teaching, Programmes, and Resources. Provide customer support via email, telephone, and social media.
Manage registrations for Cambridge Exams (Transfers, Refunds, Cancellations, Payments, Complaints...) and English courses, analyse customer feedback, resolve L3 cases, and maintain accurate financial and service records.
Customer Service Supervisor - Remote - CHENZHEN ZIYI LTD - Remote
(2020-04 - 2023-04)
Started as an agent providing multilingual support via email and live chat in Portuguese, English, and Spanish. Promoted to Supervisor, overseeing team performance, coaching, scheduling, service metrics analysis, complaints and cross-department communication.
Hotel Cleaning Supervisor - Ibis Budget Manaus - On-site
(2015-11 - 2018-05)
Started as a receptionist, managing guest interactions face-to-face, via telephone and via email, reservations, Guest account, check-ins and check-outs, payments, and issue resolution. Promoted to Cleaning Supervisor, leading the Governance team and overseeing 212 rooms and common areas, ensuring high hygiene and service standards.
Bachelor's Degree - Business Administration - Anhanguera University (2019 - 2023)
Brazilian Sign Language (LIBRAS) - IFRS (2021)
Advanced English - ICBEU (2010 - 2015)
