Taina Rocha

Operate across Customer Experience, Product, Engineering, Data and Operations, owning systems and processes connecting customer problems to scalable solutions. Identified Zendesk limitations, evaluated alternatives, negotiated terms, and migrated to Pylon, saving $42K/year.

Worked across Customer Support and Operations, implementing new tools and workflows across payments, collections and compliance. Prospected, negotiated and implemented a new customer support platform, establishing the foundation for operational transformation.

Designed and established the Customer Support framework in Zendesk, including ticket taxonomy and processes for scalable enterprise support. Developed structured customer feedback mechanisms and implemented procedures supporting Collections and Payment Operations.

Provided technical support and troubleshooting across community platforms including Zendesk, Reddit and Discord. Collaborated on support processes, actionable dashboards and response strategies, and maintained knowledge resources.

Managed inventory availability, quality and accuracy across multiple locations. Supported warehouse launch and operational setup, coordinating teams and optimizing workflows, and conducted audits to improve inventory turnover.

Supported internal clients and website developers, managing incidents across a 24/7 technical support operation. Troubleshot using MongoDB, Kibana and AWS Cloud, and contributed to the design of an Incident Management platform.

Managed client onboarding and post-implementation operations, improving customer experience through education and training. Recruited, trained and mentored teams during a business model transition, applying Agile and Lean frameworks to scale operations.

Managed onboarding and ongoing support for SMB and key clients, ensuring smooth transitions and high-quality service. Collaborated within a small team supporting customer requests across Zendesk, phone and email.

Pursuing an MBA in Data Science, AI & Analytics, expected to complete in May 2028.

Earned the Professional Scrum Master I (PSM I) certification in March 2023.

Grade: 72/100

Achieved an EF SET English Certificate with a score of 72/100, indicating C2 Proficient level, in 2021.

Earned the Enterprise Design Thinking Practitioner certification from IBM in 2020.

Earned a Bachelor of Library & Information Sciences from the Federal University of Rio de Janeiro State (UNIRIO) from 2012 to 2019.