Icaro D.

I’m a Customer Support & Operations Specialist with 6+ years of experience working remotely in fast-paced, international environments, combined with a professional background in writing, content creation, and audiovisual production. My strongest area is Operations. I’m experienced in handling complex cases, investigating problems, improving processes, performing quality control, analyzing customer feedback, maintaining accurate records, and working across multiple systems and teams. I’m comfortable taking ownership of tasks, following detailed guidelines, identifying inconsistencies, and finding practical solutions rather than simply escalating problems. In my current role, I work across Customer Support, Team & Operations, with responsibilities including complex-case investigation, quality control, process improvement, customer insight analysis, internal documentation, team support, and cross-functional collaboration. I regularly work with tools and systems such as Freshdesk, Stripe, Jira, Confluence, and internal admin platforms, and I’m comfortable learning new systems quickly. I also bring a strong writing and content background. I’m a professional screenwriter and copywriter with experience creating and editing content for television, YouTube, social media, branded content, and live broadcasts. I have written for brands including Americanas, Submarino, and Shoptime, as well as developed independent audiovisual projects. My writing background gives me particular strength in communication, language, tone, editing, research, and attention to detail. Areas I can help with: • Customer Support & Customer Experience • Operations & Administrative Support • Quality Assurance & Content Review • Process Improvement & Documentation • Customer Feedback & Data/Insight Analysis • Research & Information Gathering • Content Writing & Copywriting • Scriptwriting & Editing • Portuguese (Brazil) language tasks • Transcription, proofreading & content cleanup • Remote/virtual assistance I’m reliable, detail-oriented, proactive, and comfortable working independently. I take deadlines seriously, communicate clearly, and aim to deliver work that is accurate, well-organized, and genuinely useful to the client.