Driele Lima

I’m a bilingual customer support and quality monitoring professional with over 10 years of experience across customer service, tourism, retail, and operational environments. I handle Portuguese and English customer enquiries, case investigations, and quality assurance reviews within international organisations.

In my current role, I support customers via email and investigate complex issues by reviewing customer accounts and case information for accuracy and compliance with quality standards. I collaborate with technical and operational teams to resolve problems while maintaining strong attention to detail in a high-volume environment.

I use CRM systems such as Salesforce, Sprinklr, and VEX to manage enquiries and case resolution. I’ve been responsible for quality monitoring since 2025 and I’ve been selected to participate in a Subject Matter Expert (SME) development programme, strengthening my ability to drive consistent, high-quality outcomes.

I’m committed to GDPR and process compliance, supported by completed GDPR, data protection, and internal quality assurance training. I bring clear communication, reliable problem-solving, and a customer-first mindset to every interaction.