Fabiana Boto
@fabianaboto
I resolve complex B2B SaaS escalations and improve customer support operations across cloud services.
PortugalWhat I'm looking for
At Microsoft, I resolved complex B2B SaaS escalations for enterprise customers across Azure cloud services, maintaining CSAT and SLA standards while partnering with Engineering and Product teams on lasting fixes.
I've led support teams at Luz Saúde and remained hands-on throughout my career, managing tickets and calls across email, phone, and chat. I bring 20+ years of customer support experience, escalation management, process documentation, coaching, and multilingual communication in native American English, Portuguese, and Spanish.
Experience
Work history, roles, and key accomplishments
Served as primary escalation point for complex B2B SaaS issues on Microsoft's cloud platform, ensuring timely resolution and high CSAT. Monitored KPIs and SLAs, collaborated with Engineering and Product teams, and provided mentoring and onboarding support.
Provided specialized B2B SaaS support for top-tier enterprise clients on Azure cloud services, managing end-to-end ticket resolution for critical incidents. Tracked CSAT, SLA compliance, and case quality, and developed internal tools to streamline workflows.
Client Services Team Lead
Luz Saúde S.A.
Jan 2011 - Oct 2018 (7 years 9 months)
Led a team of support professionals, setting quality standards and monitoring performance metrics. Managed ticket queues and SLA adherence, coached new team members, and acted as escalation point for complex issues.
Customer Support Specialist
Mainroad IT Services
Sep 2002 - Dec 2010 (8 years 3 months)
Delivered B2B customer support via phone, email, and on-site, managing tickets through the full lifecycle. Served as dedicated account lead for Sonae Sierra, providing consistent support across international locations.
Technical Support Specialist
Novis Telecom S.A.
Sep 1999 - Sep 2002 (3 years)
Handled inbound B2B support tickets and calls, resolving issues at first contact where possible and meeting SLA targets consistently. Maintained positive CSAT scores through clear communication and thorough follow-through.
Helpdesk Support Specialist
Sonae Distribuição
Nov 1995 - Sep 1999 (3 years 10 months)
Provided frontline support to end users, handling tickets via phone and in person with professionalism and attention to SLA requirements.
Education
Degrees, certifications, and relevant coursework
Boston University Metropolitan College
Certification, Network Administration
Completed a Network Administration Certification program at Boston University Metropolitan College.
Cambridge Rindge & Latin School
High School Diploma, General Studies
Earned a High School Diploma from Cambridge Rindge & Latin School.
Tech stack
Software and tools used professionally
Availability
Location
PortugalAuthorized to work in
Job categories
Skills
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