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Agatha Fonseca

@agathafonseca

Message

I lead customer support operations, resolve complex escalations, and improve service quality across global teams.

Brazil

Message

What I'm looking for

I'm looking to lead customer support or customer operations teams where I can improve service quality, resolve complex escalations, mentor people, and partner across teams to strengthen customer experience and operational performance.

I've led Learner Support at Voxy and currently supervise customer service operations at Zapt Movers, managing complex escalations, claims, quality reviews, workflows, and service standards.

I work across Support, Operations, Dispatch, Sales, Product, Engineering, and leadership to resolve high-impact issues, investigate software problems, improve processes, and strengthen customer retention. I also coach teams, build support scripts and procedures, and deliver support through video, email, chat, and phone.

My background also includes consultative moving-services sales, international logistics administration, and educational content quality control. I bring fluent English and native Portuguese communication to customer-facing and cross-functional work.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Supervisor & Sales Representative

Current

Zapt Movers

Dec 2025 - Present (8 months)

Supervises the Customer Service team, overseeing daily operations, order management, call quality, and service standards. Handles complex escalations, manages the claims process, and provides consultative sales support for residential moving services.

Customer Service Team Leadership Quality Assurance Escalation Management Claims Management Sales Process Improvement Customer Experience Workflow Optimization Coaching and Mentoring

Customer Success & Support Lead

Voxy

Oct 2020 - Jul 2025 (4 years 9 months)

Led the Learner Support team, overseeing daily operations, Quality Assurance initiatives, and workflow optimization. Managed complex customer cases and product escalations, collaborating with Product and Engineering teams to improve platform stability.

Customer Support Customer Success Team Leadership Quality Assurance Escalation Management Cross Functional Collaboration Process Improvement Customer Retention

Support Agent

Jobhome Serviços de Teleatendimento

Oct 2019 - Sep 2020 (11 months)

Delivered high-quality phone-based customer support, resolving inquiries and complaints efficiently while maintaining customer satisfaction. Assisted with daily operational coordination and supported leadership activities in a contact center environment.

Customer Support Problem Solving Conflict Resolution Operational Coordination

Bilingual Administrative Assistant

VACLOG / RVA do Brasil Logística Internacional

Jan 2017 - Dec 2017 (11 months)

Supported international logistics and air cargo clearance processes. Assisted with administrative and financial activities while coordinating documentation for foreign trade operations.

Logistics Documentation Administrative Support Bilingual Communication

Educational Content Production Assistant

SOMOS Educação

Aug 2015 - Oct 2016 (1 year 2 months)

Supported the development of the Apprendi! online learning platform by reviewing educational materials and preparing digital learning content. Coordinated video production schedules and performed quality control of educational materials.

Content Production Quality Control Project Coordination Educational Content