André Abachioni Email & Phone Number

Sao Paulo

São Paulo, Brasil

Core responsibilities: - Create and deliver Xoom customer support content for customer-facing channels, including the Xoom Help Center as well as internal content and documentation including talking points and process guidance. - Coordinate with Product Owners and other internal partners to identify and create all required customer support content. - Manage the content lifecycle, which includes creation, revision, legal review, upload and maintenance. - Write content to educate customers on any given topic with the ultimate goal of enabling customers to self-serve and successfully transact. - Work with various stakeholders throughout the business to create and maintain content that is fresh, relevant and effective. Personal achievements: - Led the Content Champion program for the LATAM market, training and enabling senior agents to triage and submit more than 150 pieces of feedback from the frontline agents so I could amend the content. - Rewrote more than 800 pieces of content to ensure brand neutrality across Xoom and PayPal platforms. - Worked with the Self-service team to create customized scripts for a touch-tone IVR, saving call time and improving customer experience. - Engaged on different content-related activities to support the business, such as: taxonomy tagging exercises, generative AI experimenting and UX research. - Trained and mentored two interns to account for diminished headcount.

São Paulo, Brasil

Core responsibilities: - Provide customer support through social media channels (Facebook, Twitter, PayPal Community) on both public and private spaces; - Meet regularly with PR, Legal and Marketing to address upcoming trends and potential concerns found on social media; - Work with peers to achieve team-based and individual metrics. Personal achievements: - Mentored newer teammates and provided written and verbal feedback for them and their leaders; - Created, directed, and edited short institutional videos to engage other teammates on internal campaigns; - Teamed up with the products strategy team to train and set up the Facebook messenger chatbot; - Worked with the Platform Integration support team to create 20 new articles and make them available on the Help Center.

São Paulo, Brasil

- Triple-skilled phone support agent for risk, purchase protections, and small business; - Specialized in risk analysis, promoting customer satisfaction while finding quick turnarounds for deep and complex problems.- Finished my first year on the line as the team's top performer; was promoted shortly after that.

São Paulo, Brasil

Aviva Prime is a LGBTQIA+ focused travel agency, and during my time there I was in charge of the main agency’s daily tasks, including: - Final customer and travel agencies services (emitting flight tickets, booking hotel rooms, travel assistance, etc); - Creation and adaptation of domestic and international packages; - Direct contact with local providers for all destinations and government agencies like embassies and Secretaries; - Development of projects, partnerships, marketing campaigns, and advertisement pieces; - Responsible for maintenance and administration of all social media channels (Facebook, Twitter, Instagram); - Translation of tours and various informational materials.

São Paulo E Região, Brasil

São Paulo, Brasil

English instructor for students of all ages and knowledge levels.

Graduação, Produção Multimídia

Técnico Em Instrumento Musical - Trompete, Music

Produção De Música Eletrônica, Trancado