Open to opportunities

Luiza Oliveira Lopes

@luizaoliveiralopes

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Bilingual customer support and SaaS support specialist focused on fast issue resolution and client retention.

Brazil

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What I'm looking for

I’m looking for a SaaS-focused support role where I can own issue resolution through email/chat, coordinate clients, and use CRM and collaboration tools to improve satisfaction and retention in a fast-paced, collaborative team.

I’m a bilingual customer support and client coordination professional with experience supporting users and managing client relationships in fast-paced remote environments. I handle inquiries across email and chat, keep communication clear and proactive, and resolve issues while protecting user experience.

In my SaaS support work, I coordinate appointments, follow-ups, and administrative tasks while maintaining organized workflows. I use tools like Google Workspace, CRM platforms, and SaaS tools to streamline productivity, track client needs, and improve customer satisfaction through thoughtful, tailored communication.

I also bring strong teaching and client-engagement experience from remote and blended English instruction. That background sharpened my adaptability, conflict resolution, and ability to communicate effectively with different proficiency levels and learning needs.

Experience

Work history, roles, and key accomplishments

Current

Bilingual Customer Support Agent

Current

Luiza O. Lopes

Jan 2021 - Present (5 years 5 months)

Provided bilingual customer support and coordinated client communications in fast-paced remote environments via email, chat, and digital platforms. Managed scheduling and follow-ups while maintaining organized workflows using Google Workspace, CRM tools, and SaaS support processes.

Customer Support Email Chat Support Client Relationship Management Google Workspace CRM Platforms SaaS Support Remote Collaboration Bilingual Communication

English Teacher (Remote)

FluencyPass

Jan 2023 - Jan 2025 (2 years)

Facilitated remote onboarding and provided ongoing support to users with varying English proficiency levels using digital and SaaS tools. Managed client schedules and tracked progress while troubleshooting issues and improving user experience.

Remote Teaching Onboarding & Support Client Scheduling Digital Platforms English Instruction Learner Support

English Teacher (Blended)

Yazigi Language School

Jan 2022 - Jan 2023 (1 year)

Taught English in a hybrid learning environment while managing group dynamics and supporting learners across different ages. Created an inclusive classroom experience and completed specialized methodology training through Pearson/Yazigi certifications.

Blended Learning English Teaching Group Hybrid Classroom Support Learner Support

English Teacher (Blended)

Instituto Iowa

Jan 2022 - Jan 2023 (1 year)

Delivered English instruction in hybrid in-person and online formats for children, teenagers, and adult learners. Supported client needs through bilingual communication, handled questions across channels, and maintained engagement through tailored instruction.

Blended Learning English Teaching Customer Support Bilingual Communication Scheduling Client Relationship Management

Business English Tutor (Virtual)

Private Lessons

Jan 2022 - Present (4 years 5 months)

Provided virtual business English and communication support to B2B clients, including professionals at multinational companies. Analyzed client needs to deliver tailored guidance in executive communication and business English with ongoing relationship building.

Virtual Tutoring Executive Communication Relationship Building Multinational Client Support Bilingual Communication

Education

Degrees, certifications, and relevant coursework

Universidade Cruzeiro do Sul

Cloud Computing Technology, Cloud Computing

2026 -

Pursuing a higher education degree in Cloud Computing Technology. Degree is issued by UNICID (as stated in the provided details).

FluencyPass

Higher Education Degree in English Teacher, English Teaching

2023 - 2025

Completed a remote higher education program for English teaching and supported a diverse learner/user base online. Used digital platforms and SaaS tools to troubleshoot issues and improve user interactions.

Yazigi Language School

English Teacher, English Teaching

2022 - 2023

Activities and societies: Blended learning training; managed group dynamics and supported multiple age groups; Pearson/Yazigi certification noted.

Completed a blended (in-person and online) English teacher program. Earned specialized Pearson/Yazigi certifications and applied teaching methodology in a group learning setting.