Nelma Sá

Built and structured the Customer Support function from the ground up, defining operating processes, ownership, escalation paths, documentation standards and customer-facing workflows. Established Knowledge Base governance and defined Support requirements for AI-assisted customer support.

Handled complex second-line technical issues, focusing on troubleshooting, investigation and resolution for FARO users. Acted as a key escalation link between customers and internal technical teams, ensuring accurate information gathering and follow-up through resolution.

Managed service workflows for corporate clients, coordinating between customers and internal technical teams throughout the service lifecycle. Supported initial technical assessment, service requests and calibration scheduling to ensure timely and consistent delivery.

Managed customer portfolios and coordinated operational flows across the supply chain from supplier to end customer. Led weekly customer meetings to share updates, resolve critical issues and align on priorities, next steps and solutions.

Provided multilingual customer support across phone, email and platform channels for a major travel rental platform. Delivered IT support and contributed to the design and implementation of a new internal support structure.

Performed content moderation, investigation and data validation for a global platform, identifying fraud, misinformation and data inconsistencies. Supported onboarding and training of new colleagues while maintaining high accuracy in a high-volume environment.

Pursuing the Google Project Management Certificate, focusing on project management principles and practices.

Completed Scrum Fundamentals and Scrum Advanced Techniques certifications, covering Scrum framework and advanced practices.

Completed Scrum Fundamentals and Scrum Advanced Techniques certifications, covering Scrum framework and advanced practices.