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Catarina Oliveira

@catarinaoliveira

Zendesk Certified Bilingual (EN/PT) Support Specialist. 2+ years in multi-channel ticketing & CRM. Expert in remote ops & empathetic problem-solving.

Brazil

Message

What I'm looking for

Seeking a full-time remote customer support position with an international team where I can apply my multichannel support expertise, bilingual communication skills, and proven track record in high-volume client management. Eager to deliver exceptional service in a collaborative, remote-first environment.

I am a dedicated support specialist and Bachelor of Business Administration graduate (2025) with a focus on operational efficiency and high-quality service. My background combines technical precision with a proactive approach to solving customer issues in remote and hybrid environments.

Core Competencies & Achievements:

· Zendesk Certified Expert: I am an Omnichannel Agent trained in managing multi-channel ticketing workflows and streamlining customer interactions.

· Bilingual Fluency: Native-level proficiency in English and Portuguese. I further developed my cross-cultural communication skills during a 4-month professional development stay in California, USA.

· Multi-Channel Support: I currently manage front-line communication for 200+ clients, resolving inquiries via WhatsApp Business, email, and phone.

· Remote Operations Experience: In my temporary role as a Remote Operations Assistant, I managed daily high-volume customer orders, organized complex spreadsheets, and tracked financial records to ensure seamless business continuity.

· Technical Stack: Proficient in Google Workspace (Docs, Sheets, Drive), Tecnofit CRM, and HubSpot Inbound methodologies. I am also experienced in managing technical data within Laboratory Information Management Systems (LIMS).

Career Interests: Having completed my BBA, I am now seeking a full-time remote opportunity with an international team. I am excited to bring my bilingual skills, my experience in remote administrative operations, and my Zendesk certification to provide exceptional support for global customers.

Experience

Work history, roles, and key accomplishments

Current

Receptionist & Administrative Assistant

Current

Circus Aéreo e Dança

Jan 2024 - Present (2 years)

Hybrid administrative role managing 200+ clients through multi-channel communication (WhatsApp Business, phone, email, chat and in-person). Handle student registrations, contract preparation, payment tracking, and financial reporting using Google Workspace and Tecnofit CRM. Coordinate schedules via Google Calendar, create social media content in Canva, and organize events.

Customer Support Scheduling Data Entry Canva Social Media Conflict Resolution CRM Remote Work Remote Support Customer Relations Customer Success Administrative Support

Remote Operations Assistant

Rê e Rose - Restaurante e Marmitex

Dec 2025 - Jan 2026 (1 month)

Remotely managed daily customer orders via WhatsApp from 9 am to 1 pm for a small restaurant and lunch box business, entering all order details into organized spreadsheets and tracking expenses to maintain accurate financial records and support business operations.

Chat Support Communication WhatsApp Fast Paced Environment Ticketing Financial Reporting Team Collaboration Team Cooperation Empathetic Time Management Organization

Administration and Reception Volunteer

Worldpackers

Aug 2024 - Nov 2024 (3 months)

Remote volunteer role managing guest services and administrative operations. Provided front-line hospitality, welcomed visitors, and handled inquiries. Maintained financial records tracking income/expenses, conducted inventory management, and coordinated supply procurement. Supported daily operations including scheduling, record-keeping, and resource organization.

Front Line Support Guest Relations Record keeping Animal Care English Communication Financial Reporting Administrative Work Organizational Skills Reception Inventory Management Inventory

Digital Marketing Specialist

Freelancer

May 2023 - Nov 2023 (6 months)

Freelance role providing client support and technical consultation for digital marketing services. Conducted client onboarding via phone, assessed needs, and delivered customized solutions. Trained clients on platform usage, troubleshooting, and best practices. Optimized WhatsApp communication channels and provided ongoing technical support to ensure client success.

Local SEO Google Business Profile Client Onboarding Troubleshooting Content Creation Analytics Onboarding Training Outbound Sales Outbound Prospecting Outbound Marketing Troubleshooting Infrastructure Issues Customer Success

Food Safety Laboratory Specialist

School of Veterinary Medicine and Animal Science - UNESP

Mar 2021 - Feb 2023 (1 year 11 months)

Laboratory role serving as primary client liaison. Managed client requests via phone and in-person, providing guidance on procedures, results interpretation, and follow-up actions. Maintained detailed records in LIMS, produced timely reports, and delivered training on complex processes. Coordinated inventory management and ensured compliance with protocols.

LIMS Training Inventory Control Quality Assurance Teaching Training Delivery Training Coordinator Training Clients Communication Skills Reporting Inventory Management Reception Compliance Protocols SOPs Technical Support Technical Writing Liaison

Education

Degrees, certifications, and relevant coursework

Centro Universitário Filadélfia (UniFil)

Bachelor of Business Administration, Business Administration

2023 - 2025

Grade: -

Activities and societies: Completed coursework in marketing strategies, financial management, operations planning, and human resources administration. Engaged with case studies, business model development, and strategic planning exercises. Participated in virtual discussions on innovation and organizational management. Developed analytical and decision-making skills through online assessments and projects.

Online Bachelor's degree in Business Administration. Comprehensive program covering Marketing, Finance, Operations, Human Resources Management, Strategic Planning, Innovation, and Business Models. Combines theoretical foundation with practical business applications through virtual learning environment.

São Paulo State University (UNESP)

Bachelor of Veterinary Medicine, Veterinary Medicine

2014 - 2019

Grade: -

Activities and societies: Veterinary Medicine program covering animal health, laboratory diagnostics, food safety, and scientific research methodologies. Developed technical skills in sample analysis, regulatory compliance, data documentation, and client communication.

Completed a Bachelor of Veterinary Medicine with coursework and practical training in animal health and laboratory procedures.