Anggela Moreno Leiva
@anggelamorenoleiva
I improve CX operations through scalable workflows, metrics, Zendesk, and multilingual onboarding.
ItalyWhat I'm looking for
At Bitso, I improve CX, KYC, fraud, and operations workflows for crypto and fiat markets. I helped raise TRT compliance from 60% to 80% while contributing to around 90 process improvements and SOPs.
I build as-is and to-be workflows, define KPIs, and create Looker and Metabase dashboards for ART, resolution rate, CSAT, and SLA compliance. I also administer Zendesk end-to-end, from triggers and automations to forms, macros, groups, SLAs, and Help Center content.
I've designed onboarding and training programs that reached more than 60 operational staff through a train-the-trainer model. My documentation, QA frameworks, playbooks, and support operations work span English, Portuguese, and Spanish.
Across Bitso, Ripio, Zenvia, Pipefy, Ebanx, and Wipro, I've supported customers and internal teams across fintech, crypto, payments, SaaS, and supplier operations. I enjoy turning recurring issues, data, and frontline feedback into practical operational improvements.
Experience
Work history, roles, and key accomplishments
Managed Zendesk environment end-to-end, monitored CX metrics, and handled multilingual support operations. Led process improvements, defined KPIs, and delivered training programs.
Delivered bilingual CX support via Jira, managed Ripio Card operations, and handled crypto and fiat transaction cases. Monitored and reported platform bugs.
Provided bilingual CX support for Conversion and Multisolutions platforms, conducted platform testing and QA analysis, and assisted clients with omnichannel configuration.
Mid-Level Customer Support Analyst – Engineering
Pipefy
Jun 2022 - Aug 2023 (1 year 2 months)
Led the 'Rotation' process improvement project, managed support queues, and analyzed data in Metabase. Collaborated with cross-functional teams to resolve escalated cases.
Provided bilingual support for Johnson & Johnson suppliers and employees, using SAP for invoice and payment tracking.
Education
Degrees, certifications, and relevant coursework
Positivo College
Bachelor of Psychology, Psychology
2021 -
Pursuing a Bachelor of Psychology degree at Positivo College in Curitiba, Brazil.
Tech stack
Software and tools used professionally
Availability
Location
Italy
Brazil
PeruJob categories
Skills
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