Open to opportunities

Gabriel Resende

@gabrielresende

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Customer Success specialist driving retention and efficiency across SaaS, fintech, and e-commerce.

Brazil

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What I'm looking for

I seek a customer-success or support role where I can reduce churn, improve self-service, and use data and cross-functional collaboration to scale adoption and satisfaction.

I am a Customer Success specialist with 6+ years delivering empathetic, data-driven multi-channel support that boosts satisfaction and retention.

I resolve complex escalations across Finance and Engineering, achieve high FCR and NPS, and localize content to improve self-service and reduce repetitive tickets.

I have managed high-net-worth portfolios, led marketplace operations and optimized product listings to increase views and conversions while building dashboards to track KPIs.

I combine advanced CRM and support tooling expertise with strong communication in English and Portuguese to proactively prevent churn and drive product adoption.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & Marketplace Operations Specialist

Current

Aurem Shop

Jul 2025 - Present (6 months)

Optimized 50+ product listings on MercadoLivre and Facebook, increasing views up to 50% and improving CTR and conversions; built Google Sheets dashboards to track inventory, margins and marketplace KPIs and responded to customer inquiries within ~5 minutes.

Marketplace Management Product Listing Optimization MercadoLivre Facebook Shops Google Sheets Order Management Facebook Shop

Customer Support Specialist

Faurora

Apr 2025 - Jun 2025 (2 months)

Managed 20+ daily post-sales chat interactions troubleshooting consumption monitoring, app configuration and installations, and monitored production data to proactively flag failures and coordinate technicians to close daily cases.

Post Sales Troubleshooting Monitoring Technical Support CRM

Sales Manager

Grupo Credifica

Oct 2024 - Apr 2025 (6 months)

Converted ~25–35% of incoming debt-client leads into settlement or refinancing agreements and reduced mid-process abandonment by 15–25% through proactive follow-up and expectation management.

Lead Management Objection Handling CRM

Investment Advisor

BTG Investimentos

Apr 2023 - Oct 2024 (1 year 6 months)

Managed a portfolio of 40–70+ HNW clients, delivering proactive market updates and guidance that maintained client retention above 90% and achieved top-quartile NPS among 30+ advisors.

Investment Advisory NPS Stakeholder Management Financial Services

Customer Support Specialist

SparkTraffic

Jan 2023 - Feb 2023 (1 month)

Provided live chat support in English and Portuguese (~10 chats/day via Intercom), guided onboarding and troubleshooting, and relayed usability issues to support UX and help-center improvements, reducing repetitive tickets by 10–20%.

Intercom Live Chat Onboarding Troubleshooting Knowledge Base Bilingual Support Ticket Reduction

Happiness Officer

Strikingly

Jul 2022 - Dec 2022 (5 months)

Delivered real-time live chat support in English and Portuguese, handling 20–30 chats/emails per day with sub-3-minute first responses and ~20-minute average resolution, maintaining NPS above 80% and 75–85% FCR.

Live Chat Support Bilingual Support Customer Satisfaction Zendesk Intercom

Education

Degrees, certifications, and relevant coursework

Fundação Getulio Vargas

Bachelor of Business Administration, Business Administration

2018 - 2023

Completed a Bachelor's Degree in Business Administration with coursework in management, finance, and organizational strategy focused on business administration principles and practices.