Maíra Pereira da Silva

I’m a bilingual Customer Support and Quality Assurance professional focused on delivering clear, empathetic, accurate help through live chat. I bring a customer-first mindset and a strong analytical approach to evaluating cases and improving outcomes.

As a Customer Support Representative at ModSquad, I provide EN/PT-BR support via live chat, managing up to 4 concurrent conversations and handling around 100 cases a day. I consistently sustain high performance, exceeding 85% in RES and CSAT, while resolving payment and technical issues with structured guidance.

During my dual role, I also served as a QA Analyst strictly within CS. I performed case evaluation to ensure compliance with workflows, policies, and quality standards, delivered performance feedback to advisors to improve communication and service consistency, and supported issue reporting and pattern identification.

I’m a reliable, fast learner, and adaptable professional who enjoys process optimization. I also contributed to onboarding and skill development of new support representatives, reinforcing both quality and consistency across the team.