Open to opportunities

Afonso Siqueira

@afonsosiqueira

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Customer support specialist dedicated to enhancing customer experiences.

Brazil

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What I'm looking for

I seek a role that values customer-centric approaches and offers growth opportunities.

As a Customer Support Specialist with extensive experience in remote environments, I excel at identifying problem areas and collaborating with teams to enhance customer satisfaction. My role at Preply involved answering customer inquiries and troubleshooting issues, where I utilized clear communication and active listening to build strong relationships with clients.

Previously, as an International Growth Specialist at Lokafy, I successfully assisted over 100 customers weekly, ensuring they found the right products while maintaining a 95% customer approval rating. My background in project management principles and customer experience has equipped me with the skills to map out customer journeys and proactively address their needs.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Preply

Jul 2022 - Dec 2024 (2 years 5 months)

Identified problem areas and flagged them for discussion in weekly 1:1 and team meetings. Answered customer questions via InterCom and troubleshooted issues, collaborating with product teams to resolve issues and share feedback for improved customer experience.

Intercom Troubleshooting Customer Service Conflict Resolution Relationship Building Active Listening

International Growth Specialist

Lokafy

May 2022 - Jul 2022 (2 months)

Operated as a recruiter, managing the flow between locals and travelers/customers. Assisted over 100+ customers weekly in finding products and provided support, following up on claim requests with a 95% customer approval rating.

Recruiting Customer Support Relationship Building Negotiation Time Management Customer Service Communication

Customer Experience and Operations Specialist

Zallon Executive Hotel

Sep 2021 - Present (4 years)

Researched and defined the company's ICP and personas through data analysis and customer insights. Mapped out customer journeys for a proactive approach, utilizing success milestones and management tools to track progress and answered 40+ incoming calls daily, providing technical instructions.

Customer Experience Operations Management Data Analysis Customer Journey Mapping Project Management Technical Support Communication Organizational Accuracy

Education

Degrees, certifications, and relevant coursework

University of California Irvine

Certification, Project Management

Completed a certification program focused on the principles and practices of project management. This program provided a foundational understanding of project lifecycle, methodologies, and essential management techniques.

SuccessCoaching

Certification, Customer Success Management

Achieved Level 1 certification as a Certified Customer Success Manager. This involved mastering core concepts and strategies for effective customer success management.

LinkedIn Learning

Training, Salesforce

Underwent essential training in Salesforce, focusing on key functionalities and practical applications of the CRM platform. This training enhanced proficiency in managing customer relationships and sales processes.

Udemy

Certification, Customer Success Management

Completed a course on Customer Success Manager (CSM) Fundamentals. This program covered essential principles and practices for building and maintaining strong customer relationships.

RD University

Certificate, Customer Success

Obtained a Customer Success Certificate from RD University. This program provided in-depth knowledge and practical skills in customer success strategies and implementation.