Viviane Paes

Investigated and tracked customer-reported issues involving deliveries, duplicate purchases, refunds, cancellations, and complaints. Identified recurring issue patterns and documented potential operational root causes for follow-up with relevant teams.

Coordinated passenger communications, route planning, pickup scheduling, and operational changes.

Managed approximately 80 customer interactions per day, with peaks of 100, across digital support channels. Triaged concurrent inquiries, documented case histories in Zoho, and followed up on customer concerns through resolution.

Worked on weekly hospitality and event operations, coordinating real-time customer needs and resolving service disruptions.

Provided English-language chat and email support to U.S. customers using Zendesk for ticket documentation and classification. Investigated order, delivery, return, refund, and policy-related issues; coordinated escalations with logistics, finance, and operations.

Supported stakeholder communication, process mapping, operational reporting, and production/logistics traceability initiatives. Helped organize findings and identify opportunities for improved process reliability and efficiency.

Completed a Bachelor of Science in Production Engineering, focusing on analytical and process-oriented approaches to problem-solving.