Bharbara Souza

I’m a customer-facing professional with 10+ years of experience handling complex demands, mediating conflicts, and delivering practical resolutions in high-volume, remote-first environments. I’m trusted for receiving, monitoring, and responding to sensitive cases across multiple channels, with strong written and oral communication in Portuguese and English.

Since May 2024, I’ve worked as a Talent Experience Specialist at Toptal (Remote), receiving and monitoring demands from international professionals across multiple stages to ensure follow-through on complex cases. I maintain administrative records and tracking controls, and help streamline information flow between teams through automations while partnering cross-functionally to identify bottlenecks and suggest process improvements.

Previously, I led the English Screening Team at Toptal (Remote), conducting structured interviews and assessments and making independent pass/fail decisions using defined competency and quality criteria. I also drafted clear, structured written feedback and evaluation reports for candidates and internal stakeholders, and later served as a Project Coordinator / Product Owner in a B2B environment—aligning client and internal priorities, documenting processes, and ensuring timely delivery.

My foundation also includes communications and customer relations roles: I drafted internal and external communications, supported service-channel improvements, and served as the official point of contact for international crew members at Royal Caribbean International, handling sensitive complaints with care and maintaining accurate documentation. Alongside a Certified Scrum Master (CSM) credential, I use Google Sheets and Apps Script for spreadsheet controls and automations, and I actively apply generative AI tools (ChatGPT, Claude) to drafting, case analysis, and task automation to drive continuous improvement.