Responsible for moderating comments and ensuring high-quality conversations on social media platforms. Provide timely and effective responses to customer inquiries and resolve issues efficiently. Conduct sentiment analysis to gain insights into customer satisfaction and experience. Create reports with performance metrics to track customer satisfaction and identify trends.

Back office for a streaming service, assisting with legal notifications and developing reports for performance analysis. I handle the creation and management of customer service and agent performance spreadsheets to support supervision, alongside the analysis and resolution of cases escalated by previous support levels, working with the global technical team. I also manage high-level client (VIP) cases and analyze high-risk legal cases impacting the brand. I create reports with customer service… Show more Back office for a streaming service, assisting with legal notifications and developing reports for performance analysis. I handle the creation and management of customer service and agent performance spreadsheets to support supervision, alongside the analysis and resolution of cases escalated by previous support levels, working with the global technical team. I also manage high-level client (VIP) cases and analyze high-risk legal cases impacting the brand. I create reports with customer service data and performance metrics to develop service improvement processes, refresh procedures, and integrate new processes and dashboards for the supervision and coordination teams. Through continuous analysis, results improved by 20% beyond expectations, and process automation was implemented, maintaining consistent results. Show less

Advanced support for agents handling streaming product inquiries. I provide both direct and indirect support, including opening and tracking service tickets, disseminating information and process instructions, tabulating service interactions, and reviewing processes.

Taught English to adolescents, young adults, and adults, evaluating students' linguistic development, preparing lesson plans, and mentoring fellow teachers. Assisted coordination in training and mentoring new teachers, with 50% participation in creating the partner program from the second year onward. Contributed 30% to the planning and implementation of extracurricular language development projects focusing on everyday life themes, with 60% of enrolled students participating after the… Show more Taught English to adolescents, young adults, and adults, evaluating students' linguistic development, preparing lesson plans, and mentoring fellow teachers. Assisted coordination in training and mentoring new teachers, with 50% participation in creating the partner program from the second year onward. Contributed 30% to the planning and implementation of extracurricular language development projects focusing on everyday life themes, with 60% of enrolled students participating after the project’s approval. Show less

Analysis, editing, subtitling, and synchronization of dubbing. Addition of static, dynamic elements, "intros" and "others". Finalization and review of videos for rendering and sending to the client.