Flavia Berredo Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

• Cultivated and managed client relationships, achieving a 95% customer satisfaction rate and driving a 20% increase in customer retention across key LATAM markets.• Provided expert bilingual support (Portuguese, Spanish, and English), resolving 90% of client inquiries on the first interaction, improving service efficiency and reduced response times.• Led onboarding and training sessions for over 50 new agents, fostering operational excellence, increasing team performance, and supporting a 10% reduction in agent turnover.• Collaborated with cross-functional teams to streamline processes, enhancing response times by 15% and improving issue resolution time for high-priority cases.• Leveraged data-driven insights to identify trends, address pain points, and develop strategies that resulted in a 30% reduction in customer escalations.

Toronto, Ontario, Canada

• Delivered exceptional bilingual (English/Portuguese) customer service across phone, email, and chat channels, exceeding customer expectations through in-depth product knowledge and achieving a 95% satisfaction rate.• Streamlined issue resolution for inquiries, complaints, cancellations, and payments, resulting in a 90% first-contact resolution rate while consistently adhering to company guidelines and maintaining a 98% quality assurance score.• Mitigated fraud risks by implementing advanced detection techniques, reducing incidents by 20%, and safeguarding sensitive information while enhancing fraud prevention protocols.• Orchestrated new hire onboarding and training programs, fostering a culture of empathy and teamwork, resulting in a 23% improvement in overall team performance metrics.• Leveraged data-driven insights from Tableau and CRM tools to identify trends and implement targeted improvements, consistently exceeding performance targets while ensuring exceptional customer experiences.

Toronto, Ontario, Canada

Full-time immersive auditor student in the User Experience Design Program, completing over 265 hours of professional training in 8 weeks. This intensive program focused on hands-on learning, emphasizing user-centered design, design thinking, and effective team collaboration.During this experience, I developed a range of skills, including Competitive Analysis, User Research, Persona Development, and Usability Testing. I also gained practical experience in Information Architecture, Wireframes, and Clickable Prototypes, allowing me to create intuitive user flows and test usability through rapid prototyping.Additionally, the program covered key aspects of User Interface (UI) design. I explored Visual Design principles, including Typography, Color Theory, and Composition, and learned how to create engaging user interfaces that enhance the overall user experience. I also gained insights into Accessibility design, ensuring that the interfaces I create are inclusive and usable for a diverse range of users.The program provided opportunities to work on Client & Stakeholder Presentations, refining my skills in stakeholder communication and management. I became proficient in industry-standard design tools like Figma, Adobe Suite, Miro, and WebFlow, applying them to real-world projects.

Toronto, Ontario, Canada

• Collaborated with senior designers and developers to design and develop intuitive user interfaces for Decentral's mobile app and web platform, incorporating user feedback to enhance the overall user experience.• Gained hands-on experience in creating visually appealing and consistent design assets (icons, illustrations, animations) that aligned with Decentral's brand identity and contributed to a cohesive user experience across all platforms.• Actively participated in the development of interactive prototypes to test and refine design concepts, conducting usability testing with target users to gather feedback and iterate on designs.• Learned from experienced developers to ensure seamless integration of design elements into the overall product development process.• Analyzed user data and metrics under the guidance of senior team members to identify areas for improvement and implement design solutions.

Toronto, Ontario, Canada

• Expertly managed the complex schedule of the CEO, a prominent figure in the cryptocurrency industry, coordinating high-level meetings with investors, government officials, and industry leaders. Discretionately handled sensitive financial information and maintained confidentiality in a fast-paced, high-pressure environment.• Orchestrated complex domestic and international travel arrangements for the CEO and executive team, often involving multiple destinations and last-minute changes, prioritizing safety and comfort, and adhering to budgetary guidelines.• Collaborated with the communications team to proactively manage the CEO's public image and respond to media inquiries, ensuring accurate and timely information dissemination while mitigating potential reputational risks.• Prepared and reviewed confidential documents, reports, and presentations, ensuring meticulous accuracy and adherence to company standards and regulatory requirements.• Cultivated and maintained strong relationships with key stakeholders in the cryptocurrency ecosystem, including investors, regulators, and industry partners, fostering strategic alliances and facilitating communication.• Organized and executed high-profile industry events, conferences, and community outreach initiatives, showcasing Decentral Inc.'s leadership in the cryptocurrency space and promoting the company's brand and values.• Coordinated cross-functional projects in fintech, blockchain, and decentralized technologies, ensuring timely delivery, alignment with organizational goals, and adherence to security protocols.

Calgary, Canada Area

• Catalyzed the launch of a groundbreaking online marketing campaign that propelled newspaper sales during tenure as "Marketing and Events Manager."• Spearheaded a dynamic internal team, assuming the role of editor-in-chief for the widely acclaimed corporate newsletter "Monthly Dose," garnering accolades from patients and senior management alike.• Engineered impactful on-site and off-site SEO strategies, driving swift organic and Google ranking advancements for clients.• Directed comprehensive staff mentorship initiatives encompassing scheduling, training, and fostering a cohesive team environment.• Orchestrated seamless lounge catering and setup operations, skillfully managing catering sessions and cultivating affiliate partnerships.

Calgary, Alberta, Canada

• Developed, wrote, and executed creative concepts for promotional and advertising campaigns for the Brazilian community.• Effectively interpreted Client’s, Sales’, and Management’s needs and translated them into compelling messages.• Ensured consistent brand messaging for the magazine.• Generated and contributed ideas for promotions.• Worked within the station’s core values of Integrity, Creativity, Respect, and Teamwork.• Engaged in picture selection and page layout design, demonstrating expertise in website, magazine, and design editing.• Conducted interviews in person and via phone with readers, sources, and story participants.• Swiftly collected, analyzed, and wrote articles for breaking news stories.• Crafted content for the magazine's website and diverse social media platforms.

Calgary, Canada Area

• Assisted the program's journalist director in orchestrating the live broadcast of Global News Morning, ensuring seamless production and setting the tone.• Contributed innovative ideas for program content and collaborated on defining objectives to engage diverse communities.• Crafted compelling TV news content, including script preparation and adherence to broadcasting standards.• Organized interviewees and contributors, conducting research and maintaining contact files.• Drafted and published online articles, utilized social media to promote content, and engaged with audience feedback for continuous improvement.

Brazil

Resourceful Chief Reporter: Unveiling Impactful Stories; In my role as Chief Reporter, I led the charge in uncovering and presenting impactful stories, delivering informative content to local and national audiences through compelling visual storytelling.• Produced and presented regular features and breaking news segments, with a keen focus on diverse subjects including business, government, health, and crime.• Conducted comprehensive interviews, delving into source backgrounds to craft engaging narratives for news articles.• Demonstrated versatility by covering a broad spectrum of stories, ranging from investigative pieces to human interest profiles, and from business insights to hard news events.• Maintained an acute awareness of local events, ensuring timely and relevant coverage in alignment with evolving news cycles.• Cultivated invaluable relationships within local government, business circles, and community sources, enriching the depth of my reporting.

Google Ux Design Professional Certificate, User Experience Design

User Experience Design Program

• Completed a Comprehensive UX Design Program: Gained hands-on experience in user-centered design, design thinking, and team collaboration.

Certificate, Marketing/Marketing Management, General

• Graduated with Distinction: Achieved top academic performance in marketing and management courses. • Completed Key Marketing Projects.

Bachelor Of Applied Science (B.A.Sc.), Communication, Journalism, And Related Programs

• Graduated with Highest Honors: Achieved top grades and graduated with exemplary academic performance. • Served as Class Leader and Guild.