Iasmin Félix

Led remote quality operations for customer service teams across LATAM, ensuring coaching and performance management aligned with KPIs like CSAT, FCR, and AHT.

Conducted weekly audits and coaching sessions for BPO teams, resulting in improved contact quality and consistency across communication channels (email, chat, phone, social media).

Collaborated with cross-functional stakeholders to launch

Played a key role in launching and optimizing Customer Service operations in Brazil and Portugal, performing daily audits and data analysis.

I played a key role in launching and optimizing Customer Service operations in Brazil and Portugal.
I performed daily sampling tasks for audit purposes (email, chat, phone, Reclame Aqui and social media), conducting detailed data analysis (data extraction, analysis, and root cause identification), feedback collection (CSAT/DSAT), escalation handling, and weekly evaluations of moderation quality. A

I was responsible for customer service, conflict resolution, and management of the coworking community, handling contracts, charges, inquiries, events, and NPS/CSAT. I provided support to the sales department by presenting services to potential customers visiting the business center. I was also in charge of supplier negotiations and overseeing the structural maintenance of the unit, which included

I was responsible for creating Content Marketing guidelines, reviewing pricing strategies, and developing payment methods for customers. I applied Inbound Marketing techniques, including writing content, creating email marketing flows, and designing the lead journey to qualify and segment leads. I managed social media accounts (Instagram, Facebook), as well as Facebook Ads and Google Ads campaigns

I was responsible for prospecting leads and qualifying them through calls and WhatsApp communication to sell the company's English immersion programs. I also worked on resolving bottlenecks in the sales processes and managing the sales pipeline to ensure a smooth flow and maximize conversions.

I provided support to Uber Driver Partners at the in-person Service Centers, helping them understand the registration process and the operation of the tools necessary to use the platform (app). I facilitated the resolution of any issues or conflicts in the driver-partner experience and contributed to the development of improvements in support processes. Additionally, I was involved in evaluating r

I participated in the Time to Teach Project, developed by the Ecuadorian Ministry of Education and AIESEC, aimed at improving English teaching and learning. I worked with children and teenagers in a public school in Ecuador, where I was responsible for planning and administering interactive classes, incorporating videos, dances, and group activities. I also established evaluation mechanisms, organ

Interdisciplinary Bachelor's in Humanities and International Relations from Universidade Federal da Bahia from 2017 to 2021.