Engineer with solid experience in Technical Support focused on Customer Success, working with embedded system configurations, system integration for data reception and APIs, and process documentation to enhance the handling of requests in an agile and efficient manner. I have strong adaptability and project development skills based on the Scrum methodology and management tools, along with excellent communication and teamwork abilities.Currently, I am a Support Services Coordinator working in a hybrid model in Nova Lima, Minas Gerais. I lead initiatives focused on mapping and automating manual processes to optimize workflows and reduce the operational workload of analysts. I am also responsible for regularly presenting operational summaries of the company, providing strategic insights that drive decision-making. My role is aimed at the continuous improvement of operations, promoting efficiency and innovation in the workplace.Experience:Team Leadership: Supervised teams of up to 17 professionals in 24x7 environments, ensuring efficiency and quality in customer service.Process Automation: Led workflow optimization through the mapping and automation of manual processes.Performance Management: Monitored team performance using KPIs to ensure agility and accuracy in service delivery.Training and Development: Conducted continuous training on platforms and equipment, leading daily meetings to promote alignment and continuous improvement.Technical Support and Integration: Experience in embedded system configuration, API integration, and process development for faster and more efficient customer service.Technical Skills: Agility, Team Leadership, Customer Support, Process Automation, Scrum, System Integration, Project Management.