Open to opportunities

Gabriel Costa

@gabrielcosta2

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I deliver customer support and technical operations with omnichannel, analytics, and training.

Brazil

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What I'm looking for

I’m looking for a role where I can combine customer support with technology—handling tickets, improving the customer journey, and working across channels—while continuing to grow with structured processes, clear goals, and a collaborative team.

I’m a customer service and technical operations professional who handles customer support, technical ticket management, operational support, and cross-functional coordination to resolve incidents. Most recently, I work with customer support and technical operations at Save Energy Systems, and earlier I optimized the customer journey as a Customer Experience Analyst, ensuring consistent, personalized interactions across multiple channels to increase satisfaction and loyalty.

I also bring hands-on implementation and help desk experience—supporting omnichannel communication platforms (WhatsApp, Instagram, Messenger, Telegram, WebChat, and WebChat) and delivering user and internal systems support using JavaScript and Power Platform. Beyond operations, I’ve trained field teams of 20 to 60 people, contributed to administrative department work, and supported strategic planning with short-, medium-, and long-term goals—bringing a process-focused, customer-first approach to every team I join.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & Ops

Current

Save Energy Systems

Jan 2025 - Present (1 year 4 months)

Responsible for customer support, technical ticket management, operational support, and cross-functional coordination to resolve incidents.

Customer Support Incident resolution Operational Support Cross functional Coordination

Customer Experience Analyst

Teem

Sep 2024 - Dec 2024 (3 months)

Optimized the customer journey and ensured consistent, personalized interactions across multiple channels, increasing customer satisfaction and loyalty.

Customer Journey Customer Experience (CX)Customer Satisfaction Customer Loyalty Process Improvement

Implementation & Support Analyst

IXCsoft

May 2023 - Jul 2023 (2 months)

Implemented and supported communication channels within an omnichannel platform, installing tools such as WhatsApp, Instagram, Messenger, Telegram, and Web Chat.

Implementation Support WhatsApp Integration Messenger Setup Telegram

Help Desk Support Analyst

Gateware Group

Feb 2022 - Jan 2023 (11 months)

Provided help desk support for user computers and internal systems while working with JavaScript and Power Platform.

Help Desk Support end user support Internal Systems Troubleshooting JavaScript Microsoft Power Platform Technical Support

Telemarketer & Customer Service

Atento Brasil

Aug 2021 - Jan 2022 (5 months)

Worked in the telemarketing and customer service department, supporting customer interactions as part of daily operations.

Telemarketing Customer Service Customer Support Multicultural Communication Sales Support

English & Spanish Teacher

KNN Idiomas

Jun 2020 - Sep 2020 (3 months)

Taught English and Spanish, planning, producing, and evaluating course activities and reporting on student performance.

Lesson planning Curriculum Support Classroom Instruction

English Teacher

PBF Idiomas

Sep 2019 - Dec 2019 (3 months)

Prepared didactic materials, applied tests, developed in-class work, and supported learners during Q&A based on provided guidance and content.

Didactic Material Preparation Curriculum Alignment

Public Service Representative

ABIJCSUD

Feb 2016 - Feb 2018 (2 years)

Provided direct service and reception to the public, delivered motivational training for multicultural teams, and managed weekly reporting on goals and results.

Public Reception Customer Service Weekly Goal Tracking