Barbara Fernandes
@barbarafernandes
Analytical and multidisciplinary professional with solid experience in customer service and support within technology (SaaS/B2B) environments.
BrazilWhat I'm looking for
Analytical and multidisciplinary professional with a degree in International Relations and solid experience in customer service and support within technology (SaaS/B2B) environments. Experienced in multichannel and multi-product technical and functional support (PT/ES/EN), with a focus on root-cause resolution, customer autonomy, and continuous improvement of CX and CS performance indicators. Investigative profile, strong communication skills, and a growing interest in working more closely with Product teams.
Experience
Work history, roles, and key accomplishments
SDR Inbound/Outbound
R&R Integrated Solutions
Jan 2026 - Present (9 months)
- Qualify in/outbound leads of U.S. military veterans for career transition programs in telecommunications.
- Screen eligibility, communicate across multiple channels (calls, SMS), and handle objections with a demanding international audience.
- Conduct high-volume outbound prospecting, averaging 120 calls per day.
- Manage the pipeline in CRM and refer qualified candidates to the closing stage.
Handled high-volume simultaneous customer support in Portuguese and Spanish, providing support for native integrations and API/Webhook integrations. Performed technical troubleshooting and supported the setup of digital marketing workflows and commercial processes.
Customer Support Analyst I
Mercos
Jan 2025 - Mar 2026 (1 year 2 months)
Provided frontline technical and functional support to B2B customers across Web and Mobile platforms, diagnosing and resolving operational and technical issues. Supported ERP integrations and analyzed contractual data in Salesforce.
Administrative Assistant
AKZO Coworking
Oct 2023 - Jan 2025 (1 year 3 months)
Coordinated sales and negotiations, managed the customer journey, and prepared strategic reports using Google Workspace and Canva. Optimized coworking management software and supported Finance and Legal departments.
Front Desk Receptionist
AKZO Coworking
Aug 2022 - Oct 2023 (1 year 2 months)
Provided customer service and sold products and services. Provided administrative support, including contract and report preparation, and coordinated events.
Conducted daily ticket audits and individual team performance monitoring, analyzed KPIs, and prepared performance reports. Trained employees and developed team strategies.
Provided multichannel support via tickets, email, and chat to Uber users and partners.
Education
Degrees, certifications, and relevant coursework
Universidade Potiguar
Bachelor's Degree, International Relations
2016 - 2020
Completed a Bachelor's degree in International Relations from Universidade Potiguar from 2016 to 2020.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Salary expectations
Social media
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