Open to opportunities

Joseane Schervenski

@joseaneschervenski

Customer Experience professional with 8+ years in client relationships, support operations, process improvement and digital solutions.

Brazil

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What I'm looking for

I’m seeking remote opportunities in Customer Experience or Customer Success, where I can contribute to customer-centric strategies, operational excellence, and continuous improvement—using automation, CRM workflows, and KPI insights to strengthen the customer journey.

I am a Customer Experience and Customer Success professional with over 8 years of experience in customer relationships, support operations, process improvement and digital tools.

Throughout my career, I have worked at the intersection of customers, business and technology, structuring processes, improving customer journeys and creating solutions to reduce operational friction.

In my most recent role, I led a Relationship and Support team, managed customer operations, configured CRM workflows and implemented automations, including certificate issuance automation and intelligent support triage.

I have experience working with B2B partnerships, digital products, SaaS-like environments, CRM platforms and cross-functional teams. I am currently studying Systems Analysis and Development, strengthening my technical background to connect business needs with technology solutions.

I am interested in opportunities in Customer Success, Customer Experience, Support Operations and digital transformation, where I can contribute with a customer-focused mindset, analytical thinking and continuous improvement.

Experience

Work history, roles, and key accomplishments

Customer Success Team Lead

Voll Pilates Group

Jan 2025 - Jun 2026 (1 year 5 months)

Led the Customer Success & Support team by setting priorities, providing technical guidance, and supporting team development. Coordinated B2B postgraduate program operations and implemented workflow automations, including automated certificate issuance and CRM routing in Kommo.

Customer Success Customer Support Team Leadership KPI Tracking Process Improvement Workflow Automation CRM Administration Kommo CRM Routing Contract Review Risk Management Stakeholder Management

Customer Success Analyst

Voll Pilates Group

Jun 2022 - Jan 2025 (2 years 7 months)

Managed customer, university, and internal stakeholder requests to ensure effective issue resolution and business continuity. Supported postgraduate education operations and improved customer support workflows using automation tools, including establishing an operational framework still in use today.

Customer Success Customer Support Stakeholder Management Process Improvement Workflow Automation Customer Experience

Home Health Care Assistant

Bluebirdcare & Allincare

Aug 2022 - Feb 2023 (6 months)

Provided in-home care for elderly patients in a multicultural environment while communicating exclusively in English. Coordinated daily priorities with multidisciplinary teams to support patient safety, comfort, and well-being.

Elderly care In Home Care Patient Safety English Communication

International Relations & Support Intern

Voll Pilates Group

Feb 2018 - Dec 2021 (3 years 10 months)

Provided customer support with a focus on satisfaction, active listening, and effective issue resolution. Developed communication materials for branding and launches, identified recurring customer pain points, and resolved complex cases using consultative and analytical problem-solving.

Customer Support Active Listening Issue Resolution Customer Pain Point Analysis Digital Content Creation

Tourism Information Intern

Porto Alegre Municipal Department Of Tourism

Dec 2016 - Aug 2017 (8 months)

Assisted domestic and international visitors by providing language-tailored guidance and information about local services and transportation. Guided visitors throughout tourist sites to ensure safe and effective orientation.

Customer Service Visitor Guidance Multilingual Communication Portuguese English Spanish French Tourism Information and Client Assistance