Giovanna Nery Email & Phone Number

São Paulo, Brasil

LLM (Jan-Jul):- Led studies and implemented phased testing and rollouts for AI-based customer support on chat and email channels;- Collaborated consistently with engineering teams, business analysts, and data scientists to optimize solution performance;- Created weekly LLM performance reports for the management team and directors;- Developed strategic.

São Paulo, Brasil

- Responsible for analysis and implementation of continuous improvement projects for the phone support channel within the Channels team;- Managing activities and projects through Jira, utilizing biweekly sprints to optimize processes;- Conducting in-depth analyses using Looker and Google Sheets;- Developing SQL code and dashboards in Looker for metric.

São Paulo, Brasil

- Responsible for Quality in the Chargeback product, ensuring excellence in support across all channels (chat, email, phone, back office);- Management and optimization of the Playvox platform for quality monitoring;- Development and tracking of key metrics and dashboards (Looker and Data Studio) to support strategic decision-making;- Active communication.

São Paulo, São Paulo, Brasil

Customer service representative within the Acquisition team;Involved in engagement, training, and operational crisis contingency projects.

São Paulo E Região, Brasil

Internship in Internal Communications and Sustainability, responsible for initiatives ranging from announcements to engagement campaigns and events focused on safety, health, and the environment for internal audiences. Key activities included:- Collaborating with Marelli units in Brazil to gather data and implement actions and campaigns;- Regular.

Orlando, Flórida, Estados Unidos

Summer job at the Orlando theme parks, working in the merchandise area, focusing on sales and product inventory management. Gained experience in customer service, learning and applying Disney’s standards of excellence.