Ana Claudia Carvalho

I'm currently working as a Customer Support Representative for an iGaming and cryptocurrency platform, where I handle account inquiries, payment issues, and technical troubleshooting for a high-volume, fast-paced user base. Part of my role involves helping customers navigate wallet issues and crypto transactions, while ensuring every interaction stays compliant with KYC and regulatory requirements, a balance between speed and accuracy that I've come to enjoy.

Before that, I worked as an Administrative Assistant at a transportation company, where I was the main point of contact for client communication, reviewed contracts for accuracy, and supported cross-functional teams in resolving operational issues. Earlier in my career, I worked as an English Teacher Assistant, which sharpened my communication skills and gave me a strong foundation in explaining things clearly, a skill that transfers directly into support work, where being able to break down a problem for a frustrated customer makes all the difference.

Across these roles, a common thread has been my ability to manage high ticket volumes without losing attention to detail, using CRM platforms like Zendesk, Salesforce, and Intercom to keep resolutions timely and organized. I approach problem-solving methodically, with patience, and with genuine curiosity about the person on the other side of the ticket.

Beyond English and Portuguese, I'm currently building my Spanish (B1) and taking my first steps in French and Dutch (A2 each) — languages I'm developing because I'm interested in eventually supporting customers across more markets in Europe. Outside of work, I'm someone who enjoys learning things independentl. I taught myself guitar and piano, and I've applied that same self-driven mindset to picking up new languages and adapting quickly to new tools and processes.

I'm particularly interested in roles where I can truly understand the customer's concern and clear up their questions in a way that reflects the company's values and quality standards. I enjoy building smoother escalation flows that get issues resolved faster, and I take pride in consistently meeting high standards and KPI metrics while keeping the customer experience at the center of everything I do.