- Monitoring and evaluation of KPI's (Resolution Rate, CSAT, AHT, TRT, SLA) through Tableau and PowerBI for decision making, internal control of operational performance, application of feedback and creation of productivity reports.- Development of Action Plans through the Continuous Improvement Methodology: PDCA, 5W2H among others. - Provide training on different topics for supervisors and analysts. - Product Training: Customer Dealing, META Policies and Delivery (Performance of Ads) - Giving daily Feedbacks to the Team in a 1:1 format (One to One) - Evaluation in terms of quality and training. - Supervision and development of Client Service analysts with low productivity of Meta's ads platform. - Provide all the necessary support to the Latam operation, monitor ongoing tasks, provide feedback and coordinate training on the platform and tools. - Assist analysts in identifying and resolving complex issues related to the Facebook advertising platform (Interface, Ads Manager, Business Manager, Pixels, Ads Policies, Risk Analysis, Monthly Billing and Credit Lines, Legal Analysis and other areas da Meta) - Modeling and review of processes, diagnosing opportunities, improving the product and internal requests. - Review deals and monitor the backlog.

- Meeting the needs of VIP customers, large companies and politicians for an adequate and resolute service, according to established procedures, with a focus on Social Media. - Responsible for pre-analysis and screening of cases at the operational level directed to the engineering team. - As part of a team working on solving high complexity problems, I worked with several engineering and development teams for Facebook, Meta. - Experience in identifying and resolving complex issues related to the Facebook advertising platform (Interface, Ads Manager, Business Manager, Pixels, Ads Policies, Risk Analysis, Monthly Billing and Credit Lines, Legal Analysis and other areas of the Meta) - Bilingual service and marketing solutions in extreme cases.

- Chat, e-mail and phone service analyst for new advertisers on the platform and medium-sized companies for META ads, providing support, consulting, monitoring and performing all kinds of troubleshooting with platform bugs, policies, payments.

- Customer service providing humanized support always seeking to understand and help the customer to then focus on the product. - Help junior support analysts find solutions to initial and/or advanced issues on iOS, macOS and watchOS systems. - Act directly with the support engineering to correct emerging problems or even report possible failures with the product. - Write support articles in emerging situations.

- Customer service providing humanized support always seeking to understand and help the customer to then focus on the product. - Assist in issues and initial procedures in iOS, macOS and watchOS systems.

- Customer service, store pricing, counter support, telephone service, store organization and cashier service.

- Create activities in English for students between 10 and 14 years old. - Write scientific articles. - Prepare classes and apply them under the supervision of the teacher in charge.