Open to opportunities

Bárbara Almeida

@barbarakarla

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Support analyst dedicated to enhancing customer experience and satisfaction.

Brazil

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What I'm looking for

I am looking for a role that values customer-centric approaches and offers opportunities for professional growth.

As a support analyst at a leading SaaS company, I have dedicated the past four years to identifying, diagnosing, and resolving technical issues while ensuring an exceptional customer experience. My commitment to a customer-centric culture drives me to improve satisfaction and streamline workflows for more effective deliveries. I excel in organization, problem-solving, and empathetic communication, which allows me to build productive connections with customers and colleagues alike.

In my current role at Blip, I manage support tickets using Zendesk, ensuring SLA compliance and maintaining data control. My analytical skills enable me to resolve technical issues related to chatbot workflows, achieving a monthly resolution rate exceeding 85% in Level 1 support. I collaborate with various departments to enhance customer satisfaction and create documentation to support our service processes. My previous experience as a Sales and Communication Manager has equipped me with the skills to lead internal improvement initiatives and implement solutions that significantly reduce workload.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Analyst

Current

Blip

Mar 2024 - Present (1 year 3 months)

As a Customer Support Analyst, I manage support tickets in Zendesk, analyze technical issues related to chatbot workflows, and ensure high customer satisfaction through effective communication and collaboration with various departments. I maintain documentation and train new team members, achieving a monthly resolution rate above 85%.

Zendesk SQL Technical Support Customer Satisfaction Documentation Problem Solving Team Collaboration Communication Process Improvement

Sales and Communication Manager

Massalas

Oct 2021 - Apr 2024 (2 years 6 months)

In my role as Sales and Communication Manager, I conducted client prospecting, provided customized solutions, and led internal improvement initiatives. I produced social media content and implemented tools like ClickUp to enhance operational efficiency, significantly reducing workload.

Sales Prospecting Communication Social Media Management Photoshop Process Improvement ClickUp Data Analysis Team Leadership Customer Feedback

Customer Experience Specialist

AIESEC Belo Horizonte

Aug 2021 - Dec 2021 (4 months)

As a Customer Experience Specialist, I supported young exchange students, assisted with documentation for auditing processes, and created materials to help them adapt to the country. My role involved effective communication in English and fostering relationships.

Customer Support Documentation Communication Relationship Building English Problem Solving