João Cotrim 🏳️‍🌈 Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brasil

- Supporting teams at Google Cloud in driving business growth through strategic research, market analysis, and proposal development.- Proficient in presenting insights to clients and management, facilitating the identification of new expansion opportunities within the Latin American market.- Skilled at coordinating processes and workflows among diverse stakeholders.- Committed to mentoring and training new team members.- Experience in content used at events, strategically adapting according to audience, industry and region.

São Paulo, Brasil

- Leading training sessions for new customer service agents specializing in a GPS application- Facilitating app and workflow refresh sessions to disseminate updates among the team- Providing support during the onboarding process for new team members- Updating presentation materials and decks as needed- Delivering weekly individualized metrics feedback to agents to drive performance improvement

São Paulo, Brasil

- Overseeing and moderating Facebook Communities- Generating and translating fresh content and announcements for product dissemination- Facilitating close communication with product experts, actively gathering and disseminating valuable community feedback- Spearheading User Generated Content (UGC) initiatives- Analyzing weekly and monthly reports to track community activities- Crafting visual content including images and GIFs to enhance overall engagement- Daily upkeep and creation of spreadsheets, slides, and documents using G-suite

São Paulo, Brasil

- Key liaison for customer service support processes, primarily focused on social media channels- Accountable for the creation, upkeep, and refinement of product processes- Providing technical assistance and serving as a bridge to the development team- Contributing to team metric monitoring efforts- Managing spreadsheets and crafting presentation slides as needed- Validating and analyzing responses from new agents during their adaptation phase- Compiling and presenting daily reports on operational activities

- Providing user support via various social media platforms including PlayStore, Twitter, and Facebook- Assisting Spanish-speaking users as needed- Reviewing and flagging outdated content for escalation to the team leader- Maintaining a daily report documenting resolved cases

São Paulo E Região, Brasil

- Assisting users of a ride and GPS app with inquiries and concerns- Generating comprehensive technical reports to document user contacts and issues- Verifying the analysis performed by new agents during their onboarding phase

São Paulo, São Paulo

- Conducting sensitive content analysis- Performing meticulous revisions, incorporating stakeholder criteria- Ensuring all updates are implemented- Serving as the third reviewer to resolve discrepancies between reviews and a dedicated queue

São Paulo, São Paulo

Prepared and handled Google spreadsheets, provided support to agents via chat, contacted our external customer by call (USA) to report inconsistencies.We created training, motivational campaigns and general notices.I also monitored calls from specific agents, so we could identify improvements to their metrics.

São Paulo, São Paulo

In this role, I supported clients of a large streaming company.I provided solutions related to payments, content, errors when watching, account recovery and registration updates.