José Italo Lima de souza
@jositalolimadesouza
Customer Experience and Customer Success specialist at ConvertaX, supporting churn-risk retention and contributing to the Lótus CXNEXT rollout.
BrazilWhat I'm looking for
At ConvertaX, I supervised customer service and backoffice operations, coordinated complex cases with Product and Technology, and analyzed VIP activity to identify churn risks. I referred retention cases to the CRM team and followed up on actions to maintain customer engagement.
I contributed to the Lótus rollout using CXNEXT, supporting VIP prioritization, queue management, support processes, and AI-assisted workflows. I also helped address high-volume incidents and defined improvements to an operational logbook for shift handovers.
At Teleperformance, I supervised Netflix and Wyndham teams, coaching agents and monitoring service quality and performance. While supporting Netflix voice and chat teams, I contributed to an increase in CSAT from 89% to 96%; for Wyndham, I supervised reservation sales and supported conversion and upselling strategies.
Experience
Work history, roles, and key accomplishments
Operations Supervisor and Backoffice Supervisor
ConvertaX
Mar 2026 - Sep 2026 (6 months)
Supervised customer service and backoffice operations, monitored queues and SLAs, and coordinated complex cases with Product and Technology teams. Analyzed VIP customer activity to identify churn risks and supported retention actions.
Supervised teams of 12 to 15 agents supporting Netflix and Wyndham, with responsibility for coaching, quality reviews, and performance follow-up. Led voice and chat teams, monitored key metrics, and presented results to international clients.
Bilingual Electronic Customer Service Specialist
Jul 2018 - Mar 2021 (2 years 8 months)
Provided N2 operational support to Netflix customer service agents, investigating technical issues and resolving questions during customer interactions. Reproduced errors and escalated complex cases to Tier 3/Engineering in English.
Provided N1 customer service for Netflix, helping customers resolve service questions and problems.
Customer Service Specialist
Datamétrica
Aug 2017 - Jan 2018 (5 months)
Handled inbound and outbound customer service, N1 support and sales, including ticket registration and follow-up.
Education
Degrees, certifications, and relevant coursework
CS Academy
Certificate, Customer Success
2026 -
Completed Customer Success Fundamentals, Customer Data Analysis, NPS, Customer Service and Support Management, and AI Applied to CS and CX in 2026.
CENEP
Technical Diploma, Administration and Business
2012 - 2016
Technical Diploma in Administration and Business, integrated with secondary education, from CENEP from 2012 to 2016.
Teleperformance
Professional Development Program, Supervision
Completed the JUMP Supervisão supervisor development program.
Hashtag Treinamentos
Certificate, Artificial Intelligence
2026 - 2026
Completed Jornada Inteligência Artificial, an 8-hour course, in September 2026.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Salary expectations
Social media
Interested in hiring José Italo?
You can contact José Italo and 90k+ other talented remote workers on Himalayas.
Message José ItaloGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
