Open to opportunities

Marcella Pimentel Bijani

@marcellapimentelbija

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Dedicated Customer Support Engineer with strong technical support skills.

Brazil

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What I'm looking for

I am looking for a role that values customer satisfaction, offers growth opportunities, and fosters a collaborative team environment.

I am a dedicated Customer Support Engineer with a strong background in providing exceptional technical support and resolving inquiries. Currently, I work at Ringba as a Tier 2 Customer Support Engineer, where I specialize in troubleshooting complex software issues and ensuring customer satisfaction in a SaaS environment.

My experience includes extensive use of support tools such as Freshdesk and Zendesk, aligning well with the requirements for the Customer Support Specialist position at Lodgify. I possess excellent written and verbal communication skills, which I utilize to explain technical concepts clearly and concisely. My proactive approach to problem-solving allows me to address customer needs effectively, and I thrive in fast-paced remote work environments.

Additionally, my background in teaching has honed my ability to connect with diverse individuals, enhancing my customer service skills. I am eager to leverage my technical knowledge and customer service expertise to contribute positively to your team.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Engineer Tier 2

Current

Ringba

Sep 2022 - Present (2 years 10 months)

Provided exceptional Tier 2 customer support and assistance through various channels, resolving complex customer investigations and troubleshooting technical issues in a SaaS environment. Collaborated with cross-functional teams to address customer needs, ensuring high customer satisfaction. Utilized strong communication and problem-solving skills, along with technical support tools like Freshdesk

Freshdesk Zendesk APIs Troubleshooting SaaS Customer Support Communication Problem Solving Postman Datadog

English Teacher

Self-Employed

Jun 2020 - Present (5 years 1 month)

Designed and implemented customized English language lessons for students of various ages and skill levels, conducting engaging and interactive sessions to enhance language proficiency. Developed strong relationships with students and their families, fostering a positive and supportive learning environment. This experience honed customer service skills, allowing effective communication and connect

Curriculum Development Communication Relationship Building Customer Service Teaching Public Speaking Interpersonal Skills

English Teacher

Wizard by Pearson

Jan 2011 - Present (14 years 6 months)

Created innovative lesson plans and activities, implementing various instructional strategies to engage students and ensure learning objectives were met. This role required flexibility and the ability to work independently as well as part of a team. These skills are essential for a customer-focused environment.

Lesson planning Instructional Design Teamwork Flexibility Communication Teaching Classroom Management

Education

Degrees, certifications, and relevant coursework

Federal University of Rio de Janeiro

General, English and Portuguese Language and Literature

Studied English and Portuguese Language and Literature at the Federal University of Rio de Janeiro. Gained a comprehensive understanding of linguistic structures and literary analysis.