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@hendersoncagnini
Passionate technology enthusiast focused on efficient solutions and teamwork.
I am a dedicated professional with a strong passion for technology and problem-solving. My journey in the tech industry has equipped me with diverse experiences, ranging from technical support to development roles. I thrive in collaborative environments where I can contribute to efficient solutions and continuous improvement.
Currently, I serve as a Customer Success Analyst at Twygo, where I manage customer interactions through various channels, ensuring satisfaction and timely resolutions. My previous role as a Support Analyst at Tiflux honed my skills in direct customer support and system error triaging, allowing me to implement valuable improvements based on user feedback. I also gained foundational development experience during my internship at Trend Mobile, where I worked on back-end development using PHP and MySQL.
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Work history, roles, and key accomplishments
Twygo
Jan 2025 - Present (10 months)
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.
Tiflux
Jun 2023 - Jun 2024 (11 months)
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.
Trend Mobile
Mar 2022 - Jun 2022 (3 months)
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.
Via Lácteos
Mar 2017 - Dec 2020 (3 years 9 months)
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.
Degrees, certifications, and relevant coursework
Bachelor's Degree, Analysis and Systems Development
2023 - 2025
Currently enrolled in the Analysis and Systems Development program, focusing on the principles of software development and systems analysis.
Software and tools used professionally
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