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Elisa Pinheiro

@elisapinheiro

Customer Support Supervisor at Ei, Beleza! who cleared a three-day support backlog and created customer service playbooks from scratch.

Brazil

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What I'm looking for

I'm interested in remote international opportunities in Customer Support, Customer Experience, Back Office, Operations, or Administrative Support. I'm open to employment or independent contractor arrangements.

At Ei, Beleza!, I progressed from Customer Support Analyst to Customer Support Supervisor, coordinating a team of seven analysts across WhatsApp, Instagram, and email. I helped eliminate a three-day support backlog and created customer service and customer experience playbooks from scratch.

At Coffee & Joy and Localiza, I supported customers with purchasing journeys, service requests, complaints, and issue resolution. Earlier, I provided administrative and financial support at DMarco Industries and Trade and administrative support at the Ministry of Agriculture and Livestock of Brazil.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

Coffee & Joy

May 2025 - Dec 2025 (7 months)

Supported customers throughout their purchasing journey and assisted with customer retention and satisfaction initiatives. Handled complaints and service situations to contribute to a positive customer experience.

Customer Service Customer Retention Customer Satisfaction Complaint Handling

Customer Experience Specialist

Localiza

Sep 2024 - Apr 2025 (7 months)

Assisted customers with service requests and issue resolution, supported customer experience processes, and monitored feedback and satisfaction indicators. Handled sensitive customer situations while maintaining service quality.

Customer Experience Customer Service Issue Resolution Feedback Monitoring

Customer Support Supervisor

Ei, Beleza!

Aug 2023 - Jun 2024 (10 months)

Progressed from Customer Support Analyst to Supervisor, coordinating a team of 7 analysts. Handled high-volume interactions, maintained high CSAT scores, eliminated a three-day backlog, and created support playbooks.

Zendesk Team Coordination Performance Monitoring Process Improvement Customer Support Customer Experience Playbook Creation Training Reporting

Administrative Intern

Ministry of Agriculture and Livestock of Brazil

Jan 2021 - Jan 2023 (2 years)

Provided administrative and operational support, including document management and internal procedures. Worked with digital document management systems such as SEI and Agrofit.

SEI Agrofit Document Management Administrative Support

Administrative and Finance Assistant

DMarco Industries and Trade

Jan 2019 - Jan 2021 (2 years)

Provided administrative and financial support for daily operations, assisted with quotations, purchasing, and sales processes, and organized documents and internal routines.

Administrative Support Financial Support Quotations Purchasing Sales Support Document Organization