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Rafaela Duarte

@rafaeladuarte

Customer Success Analyst in healthcare who improved the service journey, cut wait times by 35%, and reduced appointment no-shows by 18%.

Brazil

Message

At Health Care, I optimized the in-person and digital customer service journey, reducing operational wait times by 35%. I also restructured the reception workflow, increasing user satisfaction by 22%.

As an English Teacher, I developed personalized learning methods that achieved a 95% student retention and renewal rate. I created materials for business communication and international work environments, and used Zoom, Google Meet, and Notability to deliver lessons.

Experience

Work history, roles, and key accomplishments

International Exchange Program

International Immersion Program

Jul 2026 - Oct 2026 (3 months)

Participated in an international immersion program focused on improving English fluency and developing cross-cultural communication skills.

Fluency In English Cross Cultural Communication Global and Remote Readiness

Customer Success Analyst

Health Care

Apr 2025 - Dec 2025 (8 months)

Optimized customer service journeys, reducing wait times by 35% and increasing satisfaction by 22%. Provided consultative support and managed records using healthcare systems and Excel.

Customer Service CRM Excel Google Sheets Healthcare Management Systems WhatsApp Business Email Data Accuracy SLA Management Training

Customer Support Specialist

Costa, Dutra e Lucas Law Firm

Mar 2021 - Oct 2024 (3 years 7 months)

Provided customer support and managed records, scheduling, and communications. Used CRM systems and Excel to document interactions and monitor service levels.

Customer Support CRM Excel Google Sheets WhatsApp Business Email Data Management SLA Management Training

English Teacher

Self-Employed

Aug 2020 - Aug 2024 (4 years)

Developed personalized English-learning methodologies, achieving a 95% student retention rate. Used digital tools and AI to enhance lessons and manage administrative tasks.