Carolinna Souza Email & Phone Number

Duque De Caxias, Rj, Br

Remote

- Directed a high-performing team towards surpassing KPIs. Implemented targeted coaching sessions and feedback mechanisms that enhance agent performance.- Managed a diverse portfolio of four international clients. Achieved notable success in maintaining first response time for chats under one minute, exceeding client expectations.- Proactively tackled customer support challenges by employing root cause analysis and problem resolution expertise through HubSpot and ShipStation. This decisive troubleshooting approach increased ticket resolution efficiency.

- Exhibited coordination and multitasking abilities while managing customer inquiries via chat and e-mail through Zendesk and Intercom for three international companies.- Maintained a seamless workflow by promptly responding on Slack, facilitating effective collaboration with colleagues, and ensuring quick resolution of customer issues.- Elevated team performance by surpassing KPI expectations by 53%. - I analyzed and diagnosed the root causes of customer issues using Laravel Nova and LogRocket, which resulted in decreased escalations, improved resolution efficiency, and positive customer feedback.- Created a step-by-step guide on the new task that was assigned to the team and organized training documentation. As a result, the team was ready to undertake the task on the same day after self-learning.

Duque De Caxias, Rio De Janeiro, Brazil

- Provided excellent customer service and handled daily cashier operations.- Trained new employees on the sales software, FarmaSoft, ensuring they were proficient and comfortable with its use.- Assisted customers with product inquiries and ensured a smooth checkout process.- Managed inventory and maintained store cleanliness.

Duque De Caxias, Rio De Janeiro, Brazil

- Increased daily cash flow and minimized operational errors through meticulous data organization and focus on operational details.- Developed and executed a comprehensive marketing strategy to promote new product launches. Achieved a remarkable sell-out within the first two weeks through engaging social media content and direct customer interaction, addressing questions, and finalizing orders.- Successfully trained new employees on how to utilize the Linx software for daily operations. Within a week of recurring training sessions, all trainees achieved proficiency and transitioned to independent work.

Rio De Janeiro, Rio De Janeiro, Brazil

- Conducted outbound marketing calls to sell mobile phone plans.- Actively engaged and addressed customers using specialized telemarketing software.- Provided information about products and services, addressing customer inquiries and concerns.