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Isabella Luz

@isabellaluz

Bilingual Customer Service Assistant I at Apex America Brasil, reviewing customer interactions for quality and tracking operational KPIs.

Brazil

Message

At Apex America Brasil, I provide specialized omnichannel support and resolve customer inquiries in fluent English. I also review customer interactions for quality and track operational KPIs.

I previously supported hotel and travel reservations at Teleperformance and handled real estate customer requests at Atento Brasil S/A. My work has included using CRM and helpdesk tools and translating support materials; I’m currently pursuing a BBA at UNIVESP.

Experience

Work history, roles, and key accomplishments

Current

Bilingual Customer Service Assistant I

Current

Apex America Brasil

Sep 2025 - Present (1 year 1 month)

Provide specialized omnichannel support, ensuring excellent and fluent English resolution of customer inquiries. Perform Quality Assurance (QA) reviews of customer interactions and track operational KPIs.

Omni Channel Support Quality Assurance KPI Tracking Translation English

Bilingual Customer Support IV

Teleperformance

Apr 2025 - Jul 2025 (3 months)

Completed a temporary contract in the tourism sector, managing domestic and international hotel and travel reservations. Delivered bilingual customer support while ensuring accurate information, service quality, and adherence to deadlines.

Bilingual Support Hotel Reservations Travel Customer Service

Customer Relationship Specialist II

Atento Brasil S/A

Oct 2024 - Mar 2025 (5 months)

Managed inbound and outbound customer support for the real estate market in an omnichannel environment, including chat and voice. Resolved complex customer requests and used CRM and Helpdesk systems for ticket logging, tracking, and follow-up.

Omni Channel Support CRM Zendesk Twilio Robysson Jira Help Desk Ticket Management