vivian carvalho
@viviancarvalho
Senior CX specialist improving customer satisfaction through quality coaching, chatbot training, and process improvement.
QatarWhat I'm looking for
I’m a senior customer experience professional with 13+ years of experience across leadership and operational roles, including Community Manager, Senior Customer Success Manager, Team Lead, and CX Quality Analyst. I focus on driving customer satisfaction, enhancing service quality, and building high-performing teams.
In my current CX Quality Control Specialist role (Remote), I monitor customer interactions for quality and compliance, conduct audits using QA scorecards, and coach agents to improve performance. I identify trends and process gaps, support training and knowledge base updates, and track CSAT, DSAT, and resolution efficiency metrics to improve customer satisfaction and operations.
Previously as a CX Lead (Remote) in Doha, Qatar, I managed daily support operations to ensure service quality and timely resolutions, handled escalations and complex issues, and improved agent productivity through coaching. I’m also experienced in chatbot training and knowledge work—fine-tuning accuracy, intent recognition, and response quality through conversational flows, intents, and training datasets.
Experience
Work history, roles, and key accomplishments
• Monitored customer interactions for quality and compliance
• Conducted audits using QA scorecards
• Tracked and improved CSAT, DSAT, and resolution metrics
• Trained and fine-tuned chatbots to improve accuracy, intent recognition, and response quality
• Created and updated conversational flows, intents, and training datasets for the chatbot
Community Manager (Part-Time)
SavvyKai
Mar 2022 - Apr 2026 (4 years 1 month)
• Managed and engaged B2C communities across social and in-app channels
• Responded to user queries, feedback, and escalations
• Created and shared community updates and content
• Monitored sentiment, trends, and community health
• Collected and shared user feedback with internal teams
• Supported campaigns, events, and product launches
• Helped manage daily support operations to ensure service quality and timely resolutions
• Managed escalations and complex customer issues
• Coached agents to improve performance and productivity
• Monitored queues, workloads, and SLA adherence
• Supported onboarding and training of new hires
• Reported trends and implemented process improvements
• Provided player support for gameplay, account, and technical issues
• Resolved queries related to purchases, progress, login, rewards, and bugs
• Investigated issues and ensured timely, accurate resolutions
• Escalated complex issues to relevant teams when needed
• Maintained CSAT and met SLA/productivity targets
• Logged and updated cases with accurate documentation
• Managing a strategic account deck in the commerce, financial, media, gaming and healthcare verticals
• Partner with our account management team to identify up-sell opportunities, references, and case studies
• Proactively on-board new customers; understand their use cases and work processes in order to provide the best possible guidance
• Managing a set of 100+ accounts for overall post sales satisfaction (15+ million USD revenue deck)
• Assisted in the integration and program management for all accounts
• Run periodic “health checks” of customers’ Akamai workspace to make sure they are using the platforms functionality optimally
• Handling client relationships efficiently daily by assisting in helping have these assigned to the correct teams
• Align and work closely with the Internal Stakeholders to manage customer relationships, drive customer satisfaction, and achieve greater business objectives
• Provide support related to contract issues, post-sales support, and customer service field support.
Education
Degrees, certifications, and relevant coursework
Visvesvaraya Technological University (VTU)
Master of Business Administration (MBA), Business Administration
2014 - 2018
Master of Business Administration (MBA) completed between 2014 and 2018.
Visvesvaraya Technological University (VTU)
Bachelor of Engineering (B.E), Engineering
2004 - 2010
Bachelor's degree in Engineering (B.E) from Visvesvaraya Technological University (VTU) completed between 2004 and 2010.
Tech stack
Software and tools used professionally
Availability
Location
QatarAuthorized to work in
Social media
Job categories
Skills
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