Nadine Santos Mussá

I am a "Force Multiplier" at the intersection of Strategy, CX, and Storytelling with a 10-year track record of elevating collective team performance. My career is defined by an Investigative Mindset, where I leverage professional journalistic skills to "interrogate" data and identify the root cause of complex issues, implementing proactive workflow improvements that enhance both efficiency and user trust.

Throughout my 4.5 years at Keywords Studios, I served as a Senior Player Engagement Agent and Zendesk Expert for global brands such as Discord and Ubisoft. I consistently exceeded TPH and CSat targets by practicing Strategic Empathy, humanizing rigid technical policies to turn complex failures into lasting bridges of loyalty. My background also includes 7+ years as a Content Strategist and Journalist for publications like Inurban Magazine and 7Skin, where I managed the entire content lifecycle, from meticulous SEO-driven research to WordPress publishing.

As an Agile Learner with a distinction in Learning Science, I am passionate about learning and knowledge-sharing. I have engineered creative learning environments as a Language Teacher and Erasmus+ Project Leader, empowering others with metacognitive tools to master tough subjects.

Beyond the desk, my interests are deeply rooted in my "Maestro" identity. I am a dedicated writer who uses storytelling to bridge the gap between data and human connection. I am also an avid consumer of knowledge through listening to audiobooks, which fuels my continuous curiosity and helps me stay ahead in fast-paced, remote-first environments. Whether I am deconstructing a technical bug or crafting a narrative, I am committed to turning every challenge into an opportunity for growth and global connectivity.