At Teleperformance / Mercado Livre, I handled customer service through chat and email using an integrated CRM system. I helped increase first-contact resolution and customer satisfaction by 18%.
I also reduced average response time by 25% by improving the multichannel service flow, and used performance indicators to refine operational processes.
At Porto Seguro, I contributed to insurance campaign sales, converting 22% of in-person approaches. I presented tailored solutions using digital materials and Excel spreadsheets, and supported customer retention through after-sales actions.
At Caixa Econômica Federal, I provided telephone support on banking products and technical questions, achieving an average 92% rating in service quality evaluations. I also supported credit card and housing proposal sales and used Office tools to record and analyze operational data.
