Henderson Cagnini

As a Customer Success Analyst, I provide customer service via chat, phone, and ticket systems, ensuring SLAs and customer satisfaction. I manage ticket classification, provide updates, and escalate critical cases when necessary, while also maintaining the knowledge base and contributing to process improvements.

In my role as a Support Analyst, I provided direct support to customers through chat, email, and video calls. I focused on resolving issues and implementing improvements based on customer feedback, collaborating closely with other teams to ensure customer success.

As a PHP Developer Intern, I was responsible for back-end development, working with HTML, CSS, JavaScript, PHP, and MySQL. I contributed to the creation of an administrative dashboard with a control panel, gaining valuable experience in web development.

In my role as a Support Analyst, I was responsible for Help Desk operations and training. I professionalized the Help Desk, created service standards, and trained staff on software usage, enhancing my communication skills and understanding of agile methodologies.

Currently enrolled in the Analysis and Systems Development program, focusing on the principles of software development and systems analysis.