Open to opportunities

Bruna Silva

@brunasilva1

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I build scalable customer operations through data, automation, and cross-functional delivery.

Brazil

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What I'm looking for

I'm looking for opportunities to improve customer operations, automate scalable processes, use data to guide decisions, and collaborate across Customer Success, Support, Product, Marketing, and Sales teams.

I've built customer operations and support experiences across fintech, SaaS, aviation, social media, and luxury hospitality. Most recently at Bonifiq, I structured scalable Customer Success Operations through automation, data governance, and customer journey redesign.

I implemented WhatsApp support through FreshOmni, defined workflows and SLAs, cleaned SenseData customer data, and created KPI dashboards for customer health, NPS, and product launches.

At Able Digital, I managed strategic projects and client onboarding across remote teams in Brazil, India, Canada, and the United States. I also supported SaaS sales operations by integrating leads into Salesforce, maintaining CRM hygiene, and supporting qualification workflows.

My customer-facing foundation comes from American Airlines, Meta/Facebook Services, and Grand Hyatt São Paulo, where I resolved complex issues with empathy in high-volume international environments. I work in Portuguese and English, with intermediate Spanish, and bring a systems-analysis background to improving customer experiences.

Experience

Work history, roles, and key accomplishments

Customer Success Operations

Bonifiq

Jun 2025 - Nov 2025 (5 months)

Structured and optimized Customer Success Operations with a focus on scalability, automation, and continuous improvement. Led implementation of customer communication channels and integrations, including the official WhatsApp support solution (FreshOmni).

Customer Success Operations Process Automation Data Governance KPI Tracking FreshOmni Sensedata

Project Manager | Growth

Able Digital LLC

Mar 2024 - Apr 2025 (1 year 1 month)

Managed strategic projects in a multicultural, fully remote environment with teams across Brazil, India, Canada, and the United States. Acted as a key liaison between Sales, Marketing, Customer Success, and Customer Experience teams.

Project Management Client Onboarding KPI Tracking Reporting Stakeholder Management

Data Analyst / Sales Operations Assistant

Able Digital LLC

Sep 2023 - Mar 2024 (6 months)

Supported sales operations and new business prospecting in a SaaS environment. Managed and integrated inbound leads and emails from multiple sources into Salesforce, ensuring data accuracy and CRM hygiene.

Sales Operations Salesforce CRM Hygiene Lead Qualification Data Integration BDR Support

Customer Service Specialist

American Airlines

Sep 2022 - Jun 2023 (9 months)

Delivered high-quality customer support to domestic and international customers in a global, high-volume environment. Managed ticket issuance and reissuance, providing end-to-end support across the travel journey.

Customer Support Ticket Management Problem Solving Partnership Management

Customer Relationship Specialist

Atento

Sep 2021 - Aug 2022 (11 months)

Provided support to business customers managing Instagram and Facebook accounts. Diagnosed technical and account-related issues and delivered effective solutions.

Customer Support Technical Troubleshooting Digital Marketing Campaign Optimization

Front Desk Agent

Grand Hyatt São Paulo

Mar 2017 - Jun 2019 (2 years 3 months)

Served as the main point of contact for guests in a 24/7 luxury hospitality environment. Provided multilingual support (Portuguese, English, Spanish).

Customer Service Multilingual Support Problem Solving Luxury Hospitality Front Desk Operations

Reservations Agent

Grand Hyatt São Paulo

Delivered personalized, high-end service to domestic and international guests and travel agencies. Managed hotel reservations for the Hyatt portfolio in Brazil.

Reservations Customer Service Negotiation Hospitality