Debora Moreno Email & Phone Number

São Paulo, Brazil

• Led and managed a team of 5 highly skilled Product Support Engineers, overseeing technical issue resolution and backlog management for the Merchant Journey. This involved providing guidance, mentorship, and support to ensure the team's success.• Implemented data-driven approaches to continuously improve my team's performance. By analyzing metrics and leveraging insights, I identified areas for optimization, resulting in enhanced productivity and efficiency and contributing to customer satisfaction.• Collaborated closely with three other managers to define the strategic direction and objectives for the department. Working together, we aligned our goals with the company's vision and constantly sought opportunities for continuous improvement. • Promoted effective communication and collaboration across teams. I fostered an environment where knowledge was shared and documented through technical documentation, enabling efficient problem-solving and empowering the CX and Partner teams to deliver high-level support.

• Assisted in the development and execution of the product roadmap for the Order Management System (OMS), aligning with the overall business strategy and goals.• Conducted market research and competitive analysis to identify customer needs, market trends, and opportunities for improvement within the OMS.• Collaborated with cross-functional teams including Engineering, Design, and Operations to gather requirements, prioritize features, and ensure successful product delivery.• Acted as a liaison between stakeholders, including customers and internal teams, to gather feedback, address concerns, and communicate updates on the OMS.• Supported the product lifecycle from ideation to launch, including feature definition, user acceptance testing, and post-launch monitoring and optimization of the OMS.

• Worked on solving customer problems through Zendesk (N2 Support), utilizing tools like Postman and Splunk for the investigation to provide prompt and effective resolutions.• Acted as a communication bridge between customer problems and the Product team (PMs, EMs, Devs, and Designers). Collaborated closely with stakeholders to prioritize demands and provide valuable insights for roadmap construction, contributing to the overall product development process.• Conducted technical analysis based on doubts and incidents to offer accurate guidance and transparency to the CX team and clients. Ensured effective problem-solving and a high level of customer satisfaction.• Maintained constant communication with the development team, coordinating specific actions and prioritizing demands. Initiated communication improvement initiatives to streamline workflow and enhance collaboration between teams.• Provided specialized training and developed comprehensive documentation to empower and upskill internal teams within the company. Designed and conducted training sessions to enhance their knowledge and proficiency in product support, troubleshooting techniques, and best practices.

Rio De Janeiro, Brazil

• Led and supported key partner agencies and fullcommerces, ensuring their success and satisfaction by leveraging the VTEX platform.• Investigated technical scenarios, effectively addressing customer business and technical questions to provide comprehensive solutions.• Provided exceptional technical support, promptly resolving programming issues and addressing any doubts or concerns faced by key partners.• Developed and maintained long-term relationships with existing and new fullcommerces and key partner agencies, fostering strong partnerships.• Successfully managed multiple projects simultaneously, ensuring the timely delivery of exceptional commerce experiences while meeting deadlines and exceeding expectations.

Rio De Janeiro, Brazil

• Designed and delivered scalable onboarding and ongoing training plans to provide partners with a personalized and enhanced learning experience, ensuring they understood the value of the VTEX platform and its solutions.• Collaborated with various teams, including Marketing, Sales, Growth, Solutions Engineering, and Product, to achieve complex objectives and drive revenue growth.• Provided technical support to partners, resolving programming issues, and addressing their main doubts when using the VTEX platform.• Worked cross-functionally to consult with both Technology and Solution Partners, guiding them on how to design and implement their VTEX stores effectively.

Rio De Janeiro, Brazil

• Provided customer service, ensuring prompt and effective resolution of customer inquiries and issues.• Built and maintained strong relationships with partners, including platforms and e-commerce agencies, to deliver excellent service and support.• Conducted strategic analysis of customers' operations to identify opportunities for integrating services and products with the payment gateway, aiming to enhance their overall experience.• Delivered technical training to customers on payment methods, APIs, gateway functionality, and Anti-Fraud service, enabling them to effectively utilize the platform.• Developed and implemented action plans to improve the customer experience, addressing pain points and enhancing satisfaction levels.

Rio De Janeiro, Brazil

• Managed the accreditation process for domestic dignitaries, ensuring smooth and efficient operations.• Monitored and tracked the timings and movements of domestic dignitaries throughout the Olympic Games.• Played a key role in the reception and guidance of national heads of state and their guests during the opening and closing ceremonies of the Olympic Games.• Coordinated with relevant stakeholders to ensure proper protocols were followed for domestic dignitaries.• Assisted in maintaining detailed records and documentation related to the involvement of domestic dignitaries in the Olympic Games.

Bachelor'S Degree, Communication And Media Studies

Bachelor'S Degree, Journalism

International Exchange.