Luane V.

I am a seasoned Customer Service professional with over six years of experience in global support operations. My expertise includes not only direct customer engagement but also training, onboarding, team leadership, and operational development. I have successfully led onboarding sessions and designed comprehensive training programs in English, tailored to evolving business demands and aligned with global standards. My background includes handling customer interactions across multiple channels, especially email and chat, supporting users from various countries. I consistently met key performance indicators such as Customer Satisfaction Score (CSAT), First Contact Resolution (FCR), and Quality Assurance (QA) benchmarks. I have also managed communication with shipping carriers, ensuring efficient coordination and timely problem resolution. In addition to frontline support, I have developed and maintained Standard Operating Procedures (SOPs) to ensure consistency in service delivery. I’ve created macros to increase agent efficiency and served as a go-to resource for procedural knowledge, supporting cross-functional teams. Fluent in both Portuguese and English, I bring strong proficiency in tools like Zendesk, Microsoft Office Suite, and Google Workspace. My strengths lie in customer experience, process improvement, people management, and training strategy, making me a versatile asset in customer-centric environments.