Daniela Sathler Email & Phone Number

State Of Bahia, Brazil

• Coordinated a team of thirteen Customer Support Analysts in the banking sector, ensuring the team efficiently meets customer demands. • Responsible for identifying key areas of concern, both from customers and team members, and proposing solutions that resulted in a reduction of recurring issues. • Developed and continuously monitored key performance indicators, such as CSAT, NPS, SLAs, and first response time and ticket volume. • Focused on service quality through monitoring and training sessions.• Regular feedback to the team, contributing to the resolution of approximately 98% of tickets at Level 1 (L1).

• Developed a deep understanding of customer business needs, identifying key pain points, challenges, and issues.• Delivered multichannel support through chat, WhatsApp, and email, demonstrating proficiency in ticket management systems.• Ensured customer success by providing effective solutions and guidance, leading to increased satisfaction with company products.

Salvador, Bahia, Brasil

• Implemented strategic initiatives to increase sales and minimize losses, contributing to overall revenue growth.• Analyzed key performance indicators (KPIs) to drive internal actions and optimize operational efficiency.• Conducted NPS analysis and inventory assessments to identify areas for improvement in customer satisfaction and product availability.

Cork, Ireland

Participated in an exchange program with the goal of improving my English language skills, immersing myself in new cultural experiences, and gaining professional experience by working as a babysitter and waitress.

Bachelor, Law

Ensino Médio