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Emilly Vitoria

@emillyvitoria

Customer support analyst at Infiniti Marketing de Incentivo e Fidelização S/A, managing B2B accounts and improving service processes.

Brazil

Message

What I'm looking for

I’m looking for a coordination, supervision, or management role in operations, where I can contribute to team leadership, process management, performance tracking, continuous improvement, B2B/B2C customer service, and cross-functional integration.

At Infiniti Marketing de Incentivo e Fidelização S/A, I manage multichannel customer service for B2B clients and operational B2C requests in the payments sector. I also support the support team by tracking activities, indicators, and performance.

I analyze service results and prepare management reports to monitor KPIs, support decision-making, and identify opportunities to improve processes. My work connects customer needs with operational efficiency and customer experience.

Earlier, I supported customers at AtentoBrasil S/A – Banco BTG Pactual and Banco Itaú, Unidas S/A, and Voxline Contact Center. I’m seeking a coordination, supervision, or management role in operations, where I can contribute to team leadership, process management, continuous improvement, and customer service.

Experience

Work history, roles, and key accomplishments

Current

Analista de Atendimento Pleno

Current

Infiniti Marketing de Incentivo e Fidelização S/A

Apr 2024 - Present (2 years 6 months)

Managed multichannel customer service with focus on customer experience, supporting B2B clients and B2C operational demands in the payment means segment. Oversaw support team activities, indicators, and operational performance, and prepared management reports for KPI monitoring.

Customer Service B2B B2C Customer Experience Team Management KPI Monitoring Management Reporting Process Improvement

Especialista de Atendimento III

Atento Brasil S/A – Banco BTG Pactual

Jun 2022 - Nov 2023 (1 year 5 months)

Provided active and receptive customer service for an investment platform, supporting financial products and services. Clarified doubts, guided clients, and monitored demands with focus on service quality in a banking environment.

Customer Service Financial Services Investment Platforms Communication Skills Process Adherence

Especialista de Vendas II

Atento Brasil S/A – Banco Itaú

Jun 2020 - May 2022 (1 year 11 months)

Conducted active sales for category upgrades and banking products, contributing to client relationships and solution offerings. Handled receptive service for critical clients, analyzing demands, resolving problems, and supporting bank services.

Sales Customer Service Banking Products Negotiation Problem Solving Communication Skills

Assistente de Atendimento Temporário

Unidas S/A

Mar 2019 - Jan 2020 (10 months)

Provided receptive customer service, supporting demands related to payments, reservations, and applications. Monitored protocols and operational requests, ensuring control and proper routing, and processed refunds via email and internal systems.

Customer Service Payment Processing Reservations Internal Systems Process Control

Agente de Relacionamento

Voxline Contact Center

Provided receptive customer service for Claro operator, focusing on support, guidance, and resolution of demands. Updated registrations and made changes in internal systems, ensuring data accuracy and supporting operational processes.

Customer Service Telecommunications Data Entry Internal Systems Support