Thalita de Melo

Provided high-volume remote bilingual support (Portuguese and English) on payments, billing, and technical issues, focusing on customer retention and First Contact Resolution. Used Salesforce CRM daily to log interactions and manage cases.

Provided multichannel support for global financial transactions, acting as a liaison between customers and internal teams. Identified trends and prepared reports for product and process improvements.

Period of cultural and language immersion, developing professional English communication skills in multicultural environments. Provided hands-on customer service and operational support at local companies.

Managed a portfolio of B2B corporate clients with annual revenue up to BRL 30 million. Analyzed business credit operations and supported relationship managers with KPIs and reports.

Supported four regional managers in managing a portfolio of approximately 1,300 corporate clients. Monitored indicators and prepared reports for prospecting and retention.

Provided direct customer service and relationship support, identifying needs and assisting with banking requests. Supported branch sales initiatives to acquire and retain high-value accounts.

Provided operational support and assistance to relationship managers and the customer service team.

Worked on account retention and cancellation prevention, including bank reconciliations and resolution of complex financial issues.

Participated in a cultural exchange and completed a Cambridge English Course.

Completed an MBA in Strategic Business Management.

Earned a Bachelor's Degree in Business Administration.

Holds a CPA-20 certification from ANBIMA.