At Maildoso, I built the Key Account Management function from zero and own a book of 104 accounts. I designed a three-phase rollout and created a per-client directory and knowledge base to give the team clear account context.
Before that, I ran a three-person Customer Success team covering more than 7,000 clients. I reworked case triage to bring down the open queue and handled complex DNS, DKIM, DMARC, and email setup escalations.
As a Customer Success Manager at Maildoso, I supported product evaluations and existing accounts across live chat, email, and Google Meet. I worked with engineering and product to surface recurring technical issues and help get fixes made at the platform level.
Earlier, at Atento Brasil on the Meta Project, I trained and coached up to 500 agents and helped take the daily backlog from more than 300 open cases to zero. My experience also includes search-quality and Trust & Safety review at TikTok, and I work in English and Portuguese.
