Open to opportunities

Adryah Palheta

@adryahpalheta

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Bilingual technical support and Customer Success professional focused on SLA, onboarding, and SaaS customer experience.

Brazil

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What I'm looking for

I’m looking for a role in Customer Success where I can combine technical support, SLA-driven ticket ownership, and consultive onboarding. I want to partner with customers in LATAM, communicate clearly, and continuously improve the user journey in SaaS.

I’m a bilingual (Português–Espanhol) Customer Success–oriented professional with 6+ years of experience delivering remote technical support, managing tickets, and improving the customer journey in corporate and SaaS environments. I diagnose incidents, monitor and resolve cases within SLA, support users during onboarding, and communicate clearly with LATAM clients throughout the process.

In my roles, I’ve worked directly with Zendesk for end-to-end ticket management, used SAP for incident tracking, and performed API validations with Postman. I’m comfortable in Linux (Ubuntu) and with operational cloud support in AWS and Microsoft Azure, including structured technical escalation to higher levels when needed. With my consultive, didactic, and multicultural communication style—honed through teaching—I help users understand tools and resolve issues faster, reducing rework and increasing first-contact resolution.

Experience

Work history, roles, and key accomplishments

Current

Professora de Espanhol

Current

Instituições de Ensino e Aulas Particulares

Jan 2014 - Present (12 years 5 months)

Planned and delivered in-person and online Spanish and Portuguese classes, creating personalized materials to address learner questions. Supported international students with didactic, clear instruction and ongoing feedback.

Lesson planning online tutoring Student Support Cultural Adaptation Multilingual Support

Current

Tradutora Espanhol-Português

Current

Projetos Acadêmicos, Jurídicos e Educacionais

Jan 2012 - Present (14 years 5 months)

Performed technical Spanish↔Portuguese translations and revisions for academic, legal, and educational documents, including content localization and cultural adaptation. Delivered clear, bilingual documentation aligned to client needs.

Technical Writing Document Review Content Localization Cultural Adaptation Bilingual Communication Clearing Documentation

Analista de Suporte Técnico

Digital Interactions SAS

Jan 2020 - Jan 2023 (3 years)

Provided remote bilingual technical support to LATAM users, managing Zendesk tickets with SLA focus and driving incident diagnosis and resolution. Improved first-contact resolution and reduced ticket rework through clearer customer communications.

Zendesk SLA Management Incident Diagnosis AWS Microsoft Azure Technical Escalation SaaS Support Customer Communications

Analista de Suporte Técnico

LafargeHolcim

Jan 2017 - Jan 2019 (2 years)

Delivered remote technical support for corporate users by recording and tracking incidents in SAP, installing/configuring corporate software, and diagnosing internal system/application failures. Provided clear, empathetic technical communication in a multicultural environment.

Remote Technical Support Installation Configuration Troubleshooting Customer Support Multicultural Communication