Open to opportunities

Thalita Pietra

@thalitapietra

Customer Support Specialist delivering high-CSAT service and Trust & Safety moderation across live chat and ticketing systems.

Brazil

Message

What I'm looking for

I’m looking for an environment with possibilities of professional growth and specialization, where I can combine customer support with Trust & Safety and technical troubleshooting to deliver safer, smarter, innovative user experiences.

I bring about 3+ years of experience in B2C Customer Support and Trust & Safety operations, handling content moderation, fraud reporting, and compliance with platform terms. I’m known for resolving issues quickly and communicating clearly through live chat, e-mail, and ticketing systems.

At First Beat Media Inc, I supported end users across online platforms and maintained high CSAT (up to 94%) by delivering timely responses. I also managed user accounts—subscriptions, cancellations, refunds, and profile administration—to improve overall user experience.

I’m comfortable diagnosing and resolving technical issues reported by users, then coordinating with internal teams to investigate and escalate when needed. My Trust & Safety work focuses on building a safer community through consistent moderation and accurate reporting.

Beyond support, I’ve worked in e-commerce assistance and Social Media management, and I’m genuinely excited by technology, digital platforms, and research. I’m currently open to new opportunities, seeking an environment with professional growth and specialization.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

First Beat Media Inc

Dec 2021 - Oct 2025 (3 years 10 months)

Provided B2C support across live chat, email, and ticketing, maintaining high CSAT (up to 94%) and resolving user issues. Managed user subscriptions/refunds and executed Trust & Safety operations including content moderation, fraud reporting, and compliance actions.

Customer Support Live Chat Zendesk Content Moderation Fraud Detection Account Management Technical Troubleshooting & Compliance

Administrative Assistant

RCI Bank

Sep 2021 - Dec 2021 (3 months)

Delivered receptive customer service to bank clients by guiding them on terms, deadlines, and required documentation. Improved customer satisfaction by 30% and resolved issues by validating receipt of documents and escalating when needed.

Customer Service Escalations Communication

Bilingual Technical Support Agent

Sykes Brasil

Nov 2019 - Jun 2020 (7 months)

Supported global B2B clients through multichannel customer service focused on issue resolution and customer experience. Managed reservations and addressed accommodation availability, schedule/date changes, cancellations, and no-shows in line with company processes.

Technical Support Multichannel Support Reservation Management Customer Experience Cancellations

E-commerce Assistant

Loja Virtual Nossos Bichos

May 2019 - Aug 2019 (3 months)

Supported an online store by maintaining stock levels and handling order fulfillment, including packing, shipment, and order receipt confirmation. Updated product and website details on VTEX, supported customers via WhatsApp/social media, and created social media content to increase visibility and engagement.

E commerce Support VTEX Inventory Management order fulfillment Social Media Management Content Creation

Interviewer (Temporary)

Direct Marketing

May 2017 - Jun 2017 (1 month)

Conducted structured phone interviews to collect public opinion data for political research. Registered participant responses accurately to ensure data integrity for later analysis.

Structured Interviews Public Opinion Research Data Collection Data Integrity Participant Registration

Bilingual Telemarketing Agent

Softmarketing Ltd.

May 2016 - Jul 2016 (2 months)

Provided bilingual customer support for account and debit card inquiries for both foreign and native clients. Processed financial requests and facilitated bank transfers while maintaining accurate resolution and timely email communication.

Bilingual Customer Support Account Management Bank Transfers Email Communication Customer Service Troubleshooting Client Communication