Edilaine Paz
@edilainepaz
I resolve complex SaaS customer issues, improve onboarding, and deliver high-performing omnichannel support.
BrazilWhat I'm looking for
At Carta, I supported founders, employees, and investors across phone, chat, and email, resolving complex SaaS requests within SLA targets.
I maintained a 4.5 CSAT score, kept escalations to one case in five months, and ranked #1 for closed cases for two consecutive months. I also led corporate onboarding and managed detailed holding, investor, and equity portfolios.
I collaborate with Product, Engineering, Payments, and Operations to investigate issues, improve processes, and create clearer customer experiences. Earlier at Wise Up, I designed staff training, managed recruitment, and led engagement and retention initiatives.
Experience
Work history, roles, and key accomplishments
Provided omnichannel customer support via phone, chat, and email within SLA targets, maintaining a 4.5 CSAT score and the lowest escalation rate on the team. Managed complex client portfolios and collaborated with Product, Engineering, and Operations to resolve issues.
Pedagogical Coordinator
Wise Up
Jan 2015 - Jan 2018 (3 years)
Designed and delivered training programs for teaching staff, managed the full recruitment cycle, and led organizational climate initiatives to improve team engagement.
Education
Degrees, certifications, and relevant coursework
Estácio de Sá University
Bachelor's Degree, Human Resources Management
Pursuing a Bachelor's Degree in Human Resources Management.
Availability
Location
BrazilAuthorized to work in
Social media
Job categories
Skills
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