Open to opportunities

Thayna Coelho

@thaynacoelho

Message

Enablement Manager focused on scalable knowledge, onboarding, and learning systems for global teams.

Brazil

Message

What I'm looking for

I’m seeking an Enablement/learning role in a global, remote-first B2B SaaS company where I can build scalable knowledge systems, improve ramp time, and embed learning into daily workflows.

I am an Enablement Manager with experience designing and governing scalable enablement, knowledge, and learning systems for distributed, remote-first B2B SaaS teams across 120+ countries. I drive onboarding frameworks and documentation architecture that reduce time to productivity, increase consistency at scale, and enable autonomous team performance.

I partner cross-functionally with multiple teams to translate capability gaps into solutions, define content lifecycle and governance standards, and track effectiveness through metrics like ramp time, adoption, reuse, and content performance. My background in instructional design and systems thinking supports sustainable learning operations embedded into day-to-day workflows.

Experience

Work history, roles, and key accomplishments

Current

Enablement Manager

Current

Deel

Apr 2023 - Present (2 years 9 months)

Own onboarding, enablement, and knowledge systems for distributed teams across 120+ countries, architecting scalable documentation and onboarding frameworks that reduce ramp time and increase consistency at scale.

Enablement Knowledge Management Onboarding Learning Operations Google Workspace Zendesk

Customer Service Supervisor

Deel

Sep 2022 - Apr 2023 (7 months)

Led frontline customer support shifts, ensured SLA adherence and service quality, and coordinated escalations and cross-team resolutions to maintain operational continuity.

Customer Support Escalation Management SLA Zendesk Cross Functional Collaboration Process Improvement

Customer Service Specialist

Deel

Nov 2021 - Sep 2022 (10 months)

Provided multi-channel customer support in a fast-paced environment, resolved product and process issues, and surfaced recurring pain points to inform support process and documentation improvements.

Customer Support Process Improvement Zendesk Communication

Education

Degrees, certifications, and relevant coursework

SENAC

Postgraduate Diploma, Instructional Design

Postgraduate Diploma (Lato Sensu) focused on instructional design, learning systems, instructional architecture, and content design for adult learners in organisational contexts.