Open to opportunities

Lilian Rodrigues

@lilianrodrigues

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Customer Support Specialist focused on retention, problem resolution, and client success through clear communication.

Brazil

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What I'm looking for

I’m looking for remote-friendly work at an AI-driven company where I can lead customer support, boost retention, resolve issues quickly, and improve processes with data—while supporting clients with clear onboarding and communication.

I’m a customer-focused professional with strong experience in client support, conflict resolution, and retention strategies, shaped by my background in education and team leadership. I manage high-volume interactions with students and families to ensure satisfaction, engagement, and long-term retention.

I increased customer (student) retention by 35% through structured engagement strategies, while acting as the main point of contact for conflict resolution and escalations. I improved user experience by identifying recurring issues and implementing solutions, using data-driven decision making, performance monitoring, and root cause analysis.

I deliver clear written and verbal communication, onboarding, and guidance—balancing process organization and time management in fast-paced, remote-friendly environments. Comfortable working in English in professional contexts, I’m especially interested in remote work and AI-driven companies.

Experience

Work history, roles, and key accomplishments

Educational Advisor & Teacher

Mr Mattos Language School

Delivered clear, structured communication to students and provided tailored support by identifying learning gaps. Maintained ongoing client relationship management with families and adapted teaching content based on individual needs.

Client Communication Stakeholder Management Onboarding & Support Tailored Support Root Cause Analysis Continuous Improvement Time Management Performance Monitoring

Customer Support Specialist

Yazigi Idiomas

Provided daily support to students and families, resolving issues and improving user experience by identifying recurring problems. Managed 20+ educators and increased student retention by 35% through structured engagement, while handling conflict resolution and escalations.