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Amanda Simao

@amandasimao

Enablement Lead at CRESCENDO who turns support and quality signals into practical training and process improvements.

At CRESCENDO, I lead enablement and learning initiatives in an international, remote environment. I use support and quality data, including Data Studio and Zendesk Explore, to identify learning needs and process improvement opportunities, then translate findings into practical recommendations.

At PARTNERHERO, I designed and delivered training for customer support professionals, supporting onboarding, skill development, and operational readiness. Earlier, I provided customer support and taught English, experiences that grounded my work in frontline operations and learning.

Experience

Work history, roles, and key accomplishments

Enablement Lead

Crescendo

Jan 2022 - Sep 2026 (4 years 8 months)

Lead enablement and learning initiatives in an international remote environment, analyzing operational and quality signals to identify gaps and translate findings into actionable training and process recommendations.

Learning and Development Enablement Training Needs Analysis Process Improvement Root Cause Analysis Data Studio Zendesk Explore and Analytics Stakeholder Collaboration

Training Specialist

PartnerHero

Sep 2020 - Dec 2021 (1 year 3 months)

Designed and delivered training initiatives for customer support professionals in an international remote environment, applying instructional design methodologies and collaborating with stakeholders to strengthen training effectiveness.

Instructional Design Training Delivery Learning Needs Analysis (LNA)Stakeholder Collaboration Remote Training

Portuguese Support Hero

PartnerHero

May 2018 - Sep 2020 (2 years 4 months)

Provided customer support within an international support operation, building hands-on expertise in customer experience, support workflows, and policy application.

Customer Support Customer Experience Workflow Support Policy Application

English Teacher

Private Teacher

Jan 2010 - Feb 2018 (8 years 1 month)

Planned and delivered individualized learning experiences based on students' needs, goals, and progress, adapting materials and strategies for different learning profiles.

Individualized Instruction Material Creation Adaptability Communication Skills Relationship Building

English Teacher

Wise Up English School

Nov 2011 - Jun 2013 (1 year 7 months)

Delivered English language instruction using the Wise Up teaching methodology, facilitated classroom activities, and adapted instructional approaches to support student learning.

English Teaching Lesson Planning Classroom Activity Facilitation Student Progress Monitoring