Open to opportunities

Luana Oliveira Santiago

@luanaoliveirasantiag

Message

Customer Support Specialist with 7+ years in digital marketing and community management

Brazil

Message

What I'm looking for

I am seeking a role that fosters work-life balance and allows for professional growth in customer service or digital marketing.

I am a dedicated Customer Support Specialist with over seven years of professional experience, combining strong communication skills with a background in digital marketing and community management. Since 2021, I have supported customers across multiple platforms, focusing on delivering excellent service, resolving complex issues, and enhancing the overall client experience.

In my current role as Deputy Team Lead at Servicology, I oversee a support team, handle multichannel customer interactions, and contribute to training, KPIs, and workflow improvements. My work is grounded in empathy, clarity, and efficiency—qualities I’m also applied in content creation for industries like gastronomy, fintech, and life sciences. I’ve supplemented my hands-on experience with certifications in psychology and project management, reflecting my commitment to growth and continuous learning.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist (Deputy Team Lead)

Current

Servicology

Sep 2021 - Present (4 years)

Managed customer interactions through chats, emails, and phone calls while supervising and training team members. Involved in sales, KPI monitoring, translation, and content creation.

Customer Support Team Leadership Sales KPIs Translation Proofreading Communication Community Management Problem Solving

Social Media Manager

Self-employed

Jan 2018 - Apr 2024 (6 years 3 months)

Executed successful digital marketing campaigns and managed content production across multiple social media platforms. Developed expertise in marketing, customer success, and support, with a focus on gastronomy, financial platforms, and biological sciences.

Digital Marketing Content Management Social Media Strategy Customer Success Campaign Execution Marketing Analytics Communication Video Editing Canva

Data Transcriptor/Quality Assessor

Appen

Jun 2021 - Jul 2021 (1 month)

Performed transcription of audio materials and verified the accuracy of transcribed content, ensuring high-quality standards.

Transcription Audio Editing Communication Time Management Research Problem Solving Fast Learner

Education

Degrees, certifications, and relevant coursework

Federal Institute of Education, Science and Technology of São Paulo

Bachelor of Science, Biological Sciences

2017 - 2021

Activities and societies: Organizer of the Biology Week (SEBIO), member of the Community School Garden, and organizer of the Extension Course on Comparative Animal Anatomy.

Degree in Biological Sciences with a focus on various educational and community activities. Participated as a scholarship holder in the Tutorial Education Program and organized events such as Biology Week and an Extension Course on Comparative Animal Anatomy.