Open to opportunities

Petra Iglezias

@petraamaral

Operations & customer success professional who turns complex processes into scalable systems, with 4+ years across tech and BPO.

Brazil

Message

What I'm looking for

I’m open to remote opportunities in Customer Success, Operations, or Account Management with international teams, where I can improve processes, use data-driven decision making, and strengthen client experience through clear communication and scalable workflows.

I’m an operations and customer success professional with 4+ years of experience across tech companies, BPO environments, and ERP (Planejamento de recursos empresariais) settings. I combine strategic thinking with execution—leading from process optimization and data analysis to client relationship management and team coordination—so service delivery becomes simpler, faster, and scalable.

In my current role as Operations Manager at Imperia, I lead operational strategy and client success by designing workflows, coordinating teams, bridging communication between clients and internal groups, and driving continuous improvement across service delivery processes. Previously, at PagBrasil I worked in customer support beyond reactive handling—analyzing operational data to identify inefficiencies, collaborating cross-functionally to improve response quality and resolution time, and strengthening internal security protocols. I also managed end-to-end client relationships at Webplanet as an Account Manager—coordinating timelines, onboarding through final delivery, and supporting website development and content work in WordPress—while my freelance experience sharpened independent problem-solving, client communication, and project coordination.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Imperia

Jan 2026 - Present (5 months)

Led operational strategy and client success for a BPO company, owning process design and service delivery to meet client expectations. Implemented operational workflows, coordinated teams, bridged communication between clients and internal teams, and drove continuous improvement across service processes.

Operational Strategy Client Success Process Design Workflow Implementation Service Delivery Management Team Coordination Continuous Improvement ERP Leadership

Customer Service Assistant

PagBrasil

Mar 2025 - Jan 2026 (10 months)

Drove process improvements at an international fintech: automated tracking analysis from 10% to 100% data coverage; covered Fraud Prevention solo for 20 days with 0 chargebacks; optimized Zendesk knowledge base; built a Python tool to automate responses; updated onboarding texts in 3 languages.

Customer Support Process Improvement Operational Data Analysis Troubleshooting Communication Response Quality Improvement Operational Security Protocols Cross Functional Collaboration Cross functional Collaboration

Account Manager

Webplanet Serviços de Informática LTDA

Nov 2023 - Apr 2025 (1 year 5 months)

Managed end-to-end client relationships at an IT services company, serving as the link between clients and technical teams to ensure projects were delivered on time and within scope. Coordinated multiple accounts and supported WordPress website development through content production and briefing creation.

Cross Functional Communication Account Management Client Relationship Management IT Service Delivery Project Coordination Timeline and Scope Management Stakeholder Management WordPress Content Production Requirements Briefing

Freelance Operations & Content

Trabalhadora Autônoma

Nov 2022 - Jul 2024 (1 year 8 months)

Provided digital marketing strategy, content creation, and social media management for small businesses, handling end-to-end client relationships. Delivered projects across e-commerce, WordPress development, and brand communication while coordinating multiple clients independently.

Digital Marketing Strategy Content Creation Social Media Management Client Relationship Management WordPress Development E commerce Support Brand Communications Project Coordination Operational Support

Education

Degrees, certifications, and relevant coursework

Descomplica Faculdade Digital

Bachelor of Business Administration, Business Administration

2025 -

Pursuing a Bachelor’s degree in Business Administration and Business Studies, focused on developing expertise in administration and related business practices.