ANNA BARBARA SOUZA SANTOS

I’m a customer experience professional with 5+ years delivering omnichannel, SLA-driven support across travel, hospitality, and tech environments. I bring proven remote-work capability, hands-on expertise with Zendesk and PMS Opera, and fluency in Portuguese, English, and Spanish.

In my roles, I consistently meet SLA targets while supporting guests through fast-paced, multilingual operations. I triage and resolve urgent requests proactively, maintain high CSAT performance, and coordinate with cross-functional teams to ensure seamless daily execution.

I also translate customer needs into better processes. From building CRM pipeline thinking for qualification and follow-ups to producing KPI monitoring and structured reports, I focus on reducing repeat contact and improving the client lifecycle end-to-end.

Most recently, I’ve supported high-volume reservations and front desk operations with near zero-error accuracy, led and trained a multicultural team of 6, and redesigned workflows to reduce preparation time by ~20%. I’m excited by Customer Success, Onboarding, and Support work where data, empathy, and operational rigor come together.