Ester Gonçalves Email & Phone Number

Brazil

✧ Customer support and issue resolution: Manage and resolve technical queries and incidents for LATAM clients, ensuring seamless user experiences for a SaaS platform; ✧ Technical troubleshooting and escalation: Expert in diagnosing software issues, escalating complex cases to specialized teams (e.g., BackEnd, FrontEnd, Integrations) for prompt solutions; ✧ Multilingual communication and user advocacy: Deliver support in Portuguese, Spanish, and English, advocating for users’ needs and enhancing product usage; ✧ Insightful analysis and knowledge sharing: Identify trends in client interactions, contribute to internal process improvements, and enrich support documentation; ✧ Efficiency and process enhancement: Proactive in staying updated on product changes to maintain operational fluency and support excellence.

✧UX research: Lead efforts to gather insights on streaming errors and trends, crucial for maintaining service reliability for a major streaming service;✧Analytical skills and insights: Provide valuable insights for service improvement through strong analytical abilities;✧Technical escalations and user advocacy: Proficient in escalating complex technical issues and advocating for users, ensuring top-tier support experiences;✧Training support: Crafting training support material for new hires and CSRs cross-teams, used to provide feedback and motivate team members, while fostering a positive support culture;✧Bilingual communication: Excel in bilingual work, predominantly in English and Brazilian Portuguese;✧Multitasking: Skilled in managing multiple chat conversations simultaneously, ensuring timely assistance.

✧Communication skills: Proficient in clear and effective communication, adapting to diverse audiences for seamless interaction;✧CX journey expertise: Specialized in optimizing the customer experience, identifying and addressing pain points to drive satisfaction;✧CSAT focus: Committed to understanding and meeting customer needs, fostering strong relationships and positive interactions;✧KPI achievement: Driven by achieving performance goals, utilizing data-driven strategies to consistently exceed expectations;✧Efficient problem-solving: Known for swift and effective problem-solving, delivering optimal solutions under tight deadlines.

✧Teaching material development and scheduling: Skilled in creating tailored teaching materials and establishing study schedules for optimal learning outcomes;✧Flexibility and goal alignment: Adaptable to students' goals while maintaining focus on their individual needs, fostering a supportive learning environment;✧Adaptability to student needs: Customizes lessons and approaches to accommodate diverse learning styles and preferences, ensuring personalized learning experiences;✧Entrepreneurial and client management skills: Proficient in client acquisition, negotiation, and customer satisfaction, with strong leadership and communication abilities across all age groups.

✧Mentorship program development and implementation: Created and implemented a mentorship program in my school - something I work on for about 5 years, until my High School graduation;✧Skills development: I have developed skills such as: create a curriculum to fit the students' needs and help them achieve their goals, develop learning materials, and measure effectiveness of my work through their grades outside the program - as elementary and high school students;✧Personal growth and impact: It was a great learning experience for me, and from it, made me consider the idea of studying abroad, so I got recommendation letters from two of my teachers, and the pedagogical coordinator of the time, that could highlight a bit about the monitoring program and its impact.

Bachelor'S Degree, Computer Software Engineering

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