With 10+ years of experience in the tech startup world, I am a versatile and adaptable Operations Analyst / Zendesk Administrator at Songfinch, the #1 fastest-growing company in Chicago that creates personalized songs for any occasion. I am fluent in Portuguese and have skills in SMS, insurance brokerage, and insuretech, which I leverage to deliver innovative and efficient solutions for various operational challenges.In my current role, I lead the conceptualization, design, and implementation of Zendesk's automated communication systems for artists and customers, enhancing the efficiency of Artist Services, Customer Experience, and Songfinch Corporate teams. I also pioneer the development of customized Chatbot and AI solutions to optimize operational workflows, particularly during peak seasons. Additionally, I construct informative dashboards and reporting mechanisms for stakeholders, enabling data-driven decision-making. Furthermore, I build and improve existing internal procedures to optimize operations efficiency, including process automation, internal tool integration, and maximizing Zendesk capabilities across teams and departments. I am passionate about diversity in the workplace, technology, and food, and I strive to make a positive impact through my work.