Isaque Soares Bernardes

At Governança Brasil S/A, I worked across customer success, customer care, and support for public management software. I handled onboarding and training, supported customers after implementation, and monitored their ongoing needs.

In the Customer Success role, I analyzed customer environments, supported database conversion, and planned software implementations. I also trained teams remotely and on-site and followed up on their adaptation to the system.

As a Customer Care analyst, I responded to user questions and complaints through multiple channels and resolved technical issues across N1, N2, and N3 support. I monitored service-level indicators and customer satisfaction.

In my support and service-tools role, I maintained the Qualitor ticketing system and implemented chatbot-based service that later evolved to include AI connected to the product knowledge base. I also analyzed service data and satisfaction surveys and proposed operational improvements.