Joel Phitter

Managing a large portfolio of restaurant clients at a fast-growing B2B SaaS platform for food-service management (POS, delivery, digital menu, financial management and CRM), used by 4,500+ restaurants across Brazil.
• Own relationships across a high-volume client portfolio of 100+ accounts, driving adoption, retention and satisfaction
• Built and improved AI agents and browser extensions that au

Promoted to own end-to-end onboarding and implementation for international clients on a B2B SaaS innovation-management platform, from kickoff to post-launch success.
• Cut time-to-go-live in half (50% reduction) by redesigning the onboarding process from kickoff to launch
• Owned the full implementation lifecycle for international clients: kickoff meetings, platform configuration, data migration

Bilingual (EN/PT) product support for a global customer base on a B2B SaaS innovation-management platform.
• Handled a high volume of support requests from clients worldwide while consistently maintaining CSAT above 95%
• Reduced first response time (FRT) by 85% by redesigning support processes and implementing automations
• Partnered closely with Engineering and Product teams to investigate, es

• Resolved complex, high-priority escalations within SLA, achieving [93]% resolution rate and improving CSAT
• Reduced the escalation backlog by 22% through proactive case monitoring and prioritization
• Identified recurring issues and led process improvements that increased operational efficiency by 61%
• Partnered with technical, operational and business teams to deliver fast, accurate resolu

Intensive full-stack development bootcamp focused on building real-world web applications in an Agile environment.
• Built end-to-end web applications using Java (back-end), JavaScript and Angular (front-end)
• Designed and queried relational databases with SQL/MySQL, including data modeling and integration between front-end and back-end
• Worked in Scrum/Kanban teams with sprints, release plan

Customer-facing role serving international guests, using English as a daily working language.
• Communicated in English every day with guests from multiple countries, handling check-ins, check-outs, reservations and inquiries
• Resolved guest issues and special requests in real time in a fast-paced, high-demand environment
• Provided complete support on hotel services and local information, del

• Assisted with document management, scheduling, and internal communications
• Maintained and updated internal systems, ensuring data accuracy and organization
• Supported payroll processes, including timesheet verification
• Provided basic IT support, including hardware setup and maintenance
• Assisted in customer service, ensuring efficient and professional interactions with patients
• Participa

Sep 2025