Open to opportunities

Luiza Dias De Carvalho

@luizadiasdecarvalho

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Senior Back Office Admin with expertise in process improvement and customer service.

Portugal

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What I'm looking for

I seek a role that fosters collaboration and allows for impactful process improvements.

I am a seasoned Senior Back Office Admin with a proven track record of enhancing operational excellence in fast-paced environments. My experience spans across various roles in leading organizations, where I have successfully streamlined internal processes and improved cross-functional collaboration. At Signature AI, I designed and implemented critical tracking reports that significantly reduced response times and increased process visibility across departments.

Prior to my role at Signature AI, I honed my skills at Pipedrive, where I transitioned from customer support to back-office leadership. I served as a liaison between multiple departments, restructuring communication flows to enhance efficiency and reduce manual tasks. My analytical skills allowed me to identify operational gaps through NPS results, leading to targeted improvements in customer service. I am passionate about fostering team alignment and transparency, as demonstrated by my initiative to facilitate monthly company-wide meetings.

With a background in law and a strong commitment to process improvement, I bring a unique perspective to administrative roles. My ability to communicate effectively in both Portuguese and English, coupled with my experience in legal consulting, equips me to navigate complex challenges and deliver impactful solutions.

Experience

Work history, roles, and key accomplishments

Senior Back Office Admin

Signature AI

Nov 2024 - Present (6 months)

Supported operational excellence in a Seed-stage startup by streamlining internal processes, enhancing cross-functional collaboration, and delivering administrative and financial support directly to C-level executives. Designed and implemented critical tracking reports and internal workflows, reducing response time to operational requests and increasing process visibility across departments.

Cross Functional Collaboration Administrative Support Workflow Design Reporting

Senior Back Office Admin

Pipedrive

Jun 2021 - Present (3 years 11 months)

Started in customer support, handling over 40 client cases per day across Portuguese and English, then transitioned into cross-departmental back-office leadership. Served as liaison between Support, Sales, Customer Success, Product, R&D, and Finance teams to ensure smooth project execution, restructuring communication flow and introducing automations between systems. Analyzed monthly NPS results i

Customer Support Communication Restructuring Automation NPS Tableau CRM Tools Process Improvement

Customer Representative

Majorel Portugal

Jun 2019 - Present (5 years 11 months)

Delivered customer support to international clients via phone, email, and chat in both English and Portuguese, managing over 40 cases daily while maintaining high customer satisfaction. Coached over 10 colleagues through shadowing sessions as part of a six-month Raise Empathy Program, improving service quality, compliance, and CSAT scores.

Customer Support Client Management Coaching Customer Satisfaction CSAT Compliance

Legal Consultant

Claro Brasil

Jan 2017 - Present (8 years 4 months)

Provided legal advice for the Tax Team of a multinational telecommunications company, offering strategic guidance across corporate operations. Drafted and reviewed contracts, conducted legal research, and ensured compliance with regulatory frameworks, ensuring full compliance with local legislation and decreasing the risk of corporate penalties.

Tax Law Contract Drafting Legal Research Regulatory Compliance Corporate Law Risk Management

Education

Degrees, certifications, and relevant coursework

Universidade Federal do Rio de Janeiro (UFRJ)

Bachelor of Law, Law

Completed a comprehensive program in Law, covering various legal principles and practices. Gained foundational knowledge in legal research, analysis, and argumentation.