Lucas Loiola
@lucasloiola
I lead customer support operations that improve CSAT, efficiency, and team progression.
BrazilWhat I'm looking for
I've led a 19-person LATAM customer support team at Atento Brasil serving Meta products including Instagram and Facebook, owning CSAT, AHT, QA, SLA, backlog, workforce planning, coaching, and performance management.
I improved CSAT from 84% to 90% while reducing AHT from 24 to 19 minutes without compromising service quality. Through 1:1s, coaching, development plans, onboarding, and training, I helped 40% of my team earn promotions during my leadership period.
At Santander Brasil, I worked across customer journeys and digital financial-product initiatives with Product, Marketing, Commercial, UX, and Technology teams. I use performance insights, Google Analytics 4, BI tools, and customer feedback to turn friction points into actionable improvements.
Experience
Work history, roles, and key accomplishments
Bilingual LATAM Team Leader - Meta Verified
Atento Brasil
Oct 2023 - Oct 2024 (1 year)
Led a 19-person LATAM Customer Support team serving Meta products, improving CSAT from 84% to 90% and reducing AHT from 24 to 19 minutes. Managed performance, coaching, and workforce scheduling.
Education
Degrees, certifications, and relevant coursework
Universidade de São Paulo (USP/ESALQ)
Master of Business Administration, Digital Business & Artificial Intelligence
2025 -
Pursuing an MBA in Digital Business and Artificial Intelligence, expected to complete in 2027.
SENAC
Technology Degree, Systems Analysis & Development
2023 - 2025
Completed coursework in Systems Analysis and Development, focusing on technology and software development.
UNIBF
Master of Business Administration, Entrepreneurship, Marketing & Finance
2021 -
Pursued an MBA in Entrepreneurship, Marketing, and Finance.
UNINOVE
Bachelor's Degree, Communications - Advertising & Marketing
2017 - 2020
Earned a Bachelor's degree in Communications with a focus on Advertising and Marketing.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Salary expectations
Job categories
Skills
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