Bilingual Technical Account Manager
Current
Oct 2024 - Present
AeroLeads people directory · profile
Barbara Dutra Email & Phone Number
Bilingual Technical Account Manager
at
LexisNexis Risk Solutions
LinkedIn matched
3 data sources
Profile completeness 86%
Current company
Role
Bilingual Technical Account Manager
Location
Detroit Metropolitan Area, United States, United States
Who is Barbara Dutra? Overview
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Quick answer
Barbara Dutra is listed as Bilingual Technical Account Manager at LexisNexis Risk Solutions, based in Detroit Metropolitan Area, United States, United States. AeroLeads shows a matched LinkedIn profile for Barbara Dutra.
Barbara Dutra previously worked as Client Support Specialist at Zelis and Customer Support Analyst at Loadsmart. Barbara Dutra holds Diploma Of Education, Customer Service Management from Macomb Community College.
Company email context
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LexisNexis Risk Solutions
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Profile bio
About Barbara Dutra
Over 10 years of international experience (Brazil, Canada and USA) handling customers inquiries on B2B and B2C businesses - especially in Tech SaaS - offering English and Portuguese technical support and customer service through multiple channels (live chat, tickets, email, phone and video calls) and working along with cross-areas (such as Product, Engineering, Sales and Enablement teams). By strategically being exposed to diverse customers contexts and deciding to join different markets, such as Tech, Digital Marketing, Logistics, Financial and Healthcare, developed the ability to quickly adapt and provide high-quality service to multiple clients profiles (from basic to top-tier accounts). Excellent customer service, based on great results such as > 95% CSAT (Customer Satisfaction) and customers' written feedback. Implemented strategies that majorly reduced the Support Team’s First Reply Time (from 5h35 to 54min) to all customers. Earned the company's Customer Advocate CS Awards by anticipating customers’ needs and the Top Performer & Emerging Leader recognition twice by consistently delivering monthly outstanding results and promoting invaluable team work. Achieved over 300% more access traffic to the product’s Help Center page, by improving articles and adopting a “call to action” strategy, which led to an increased Resolution Rate and less ticket escalations to the Engineering team.Strong team work abilities (documenting technical information, encouraging participation in meetings and projects, providing feedback, sharing relevant discoveries, interacting and being a reference to other teams), clear and polite communication with all stakeholders, customer-centric attitude. People and results oriented (often creating resources - i.e. macros, Shadowing Guide, Help Center articles - to provide a better experience for customers and colleagues and deliver better team performance). Other main skills developed include technical writing, positive communication, critical thinking, attention to details and time management.
Current workplace
Barbara Dutra's current company
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10 roles · 15 years
Barbara Dutra work experience
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Client Support Specialist
- Replying to Premium and Enterprise B2B inquiries through ticket via Jira in English by: > Troubleshooting (looking at internal logs, reproducing API calls, finding member payloads, etc)> Identifying and escalating bugs to the Engineering team > Leading weekly status calls with top-tier clients and presenting data reports - Creating content to improve.
Aug 2023 - May 2024
Customer Support Analyst
- Replying to B2B multi-product inquiries through ticket via Zendesk in English by:> Troubleshooting> Identifying and escalating bugs to L2 and L3 tiers (Product & Engineering team)> Working on requests along with the CS, Sales and Finance teams> Providing how-to information and sharing related materials> Participating in video-calls with customers and CS.
Nov 2021 - Aug 2023
Senior Customer Support Analyst
- Replying to B2B inquiries through live chat and ticket via Zendesk in Portuguese by: > Identifying bugs and registering issues > Providing how-to information> Troubleshooting> Using a consultative approach- Heading and executing associated projects alongside with peers and coworkers from other departments (CX, Enablement and Product)
Mar 2021 - Oct 2021
Customer Support Analyst
May 2019 - Mar 2021
International Customer Support Analyst
- Replying to B2B inquiries through ticket via Zendesk, both in English and Portuguese- Implementing a business partnership with an international company (responsible for the initial setup)
2017 - 2017
Customer Assistant
- Providing B2C reactive customer service over the phone to approximately 50 clients a day in Portuguese- Managing customer accounts and profiles
2015 - 2016
~1 yr
Presentation Team Member
- Assisting B2C customers in-person in English to shop throughout the store and at the cash register - Ensuring the store and the backroom organization according to the headquarter’s seasonal plan
2014 - 2014
Marketing Department Assistant
- Developing Marketing strategies- Communicating with stakeholders - Managing the company’s social media accounts- Promoting internal Marketing actions
2014 - 2014
Marketing Department Intern
- Developing Marketing strategies- Communicating with stakeholders - Planning and organizing events- Promoting internal Marketing actions
2011 - 2011
5 education records
Barbara Dutra education
Diploma Of Education, Customer Service Management
Macomb Community College
Master Of Business Administration - Mba, Marketing/Marketing Management, General
Universidade Positivo
Bachelor'S Degree, Advertising
Puc Minas
Associate'S Degree, Business Administration
Assiniboine College
English Pronunciation
Harvard Extension School
FAQ
Frequently asked questions about Barbara Dutra
Quick answers generated from the profile data available on this page.
What company does Barbara Dutra work for?
Barbara Dutra works for LexisNexis Risk Solutions.
What is Barbara Dutra's role at LexisNexis Risk Solutions?
Barbara Dutra is listed as Bilingual Technical Account Manager at LexisNexis Risk Solutions.
Where is Barbara Dutra based?
Barbara Dutra is based in Detroit Metropolitan Area, United States, United States while working with LexisNexis Risk Solutions.
What companies has Barbara Dutra worked for?
Barbara Dutra has worked for Lexisnexis Risk Solutions, Zelis, Loadsmart, Rd Station, and Hospedin.
How can I contact Barbara Dutra?
You can use AeroLeads to view verified contact signals for Barbara Dutra at LexisNexis Risk Solutions, including work email, phone, and LinkedIn data when available.
What schools did Barbara Dutra attend?
Barbara Dutra holds Diploma Of Education, Customer Service Management from Macomb Community College.
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