- Handle customer requests, questions, and complaints on a variety of support channels through the helpdesk in Portuguese and Spanish;- Answer through tickets to solve the problem and improve customer experience;- Log analysis;- IT support structure for countries in Latin America, creation and improvement;- Training new resources for support- When the issue is too technical, assign the ticket to right tech support member;- Troubleshoot software issues for end-users;- Interact with customers to resolve tech-related questions and queries;- Interact with other areas like Project Management, Product, and Customer Success to adapt each flow for the new process;- Help customers with product features;- Understand users’ issues and facilitate their resolution;- Analysis related to integration issues- Diagram creation for a new process- Generate data from the tickets and provide a diagnosis to another area

I started this project in Wipro as a volunteer to teach Spanish to the employees. After some time, I managed the course and punctually gave classes.

1.5 Support Analyst - Remote Desktop Support- Update and document external client issues- Perform analysis and determine client problems, and document these issues- Provide solutions for network and system-related issues, and provide detailed documentation along with it- Perform a cause analysis.- Assist customers by performing analysis of various issues relating to LANs, WANs, desktop computers, Internet connectivity, and software installation.- Assist customers the purpose of improving processes related to system issues- Maintain error logs in coordination with IT departments, and maintain resolution reports, too- Offer recommendations — based on various metrics — on how to improve the support process in its entirety- Handle issues for users worldwide speaking or writing via chat in Portuguese, Spanish, English, Russian, and German.

Electronic payment security projects (credit/debit) for financial institutions in Latin America and the Caribbean.- Kick-off meetings;- Conference call with customers;- Processors and MasterCard to validate projects as well as online and offline tests (Network Interface Validation);- Migration from magnetic stripe to CHIP;- Cryptography implementation, authorization, clearing, and settlement to issuers and acquirers;- Project control and development;- English, Portuguese, and Spanish support, in a thorough and timely manner using appropriate and effective communication tools and techniques;- Create a detailed implementation plan which identifies the activities needed to successfully complete the Project;- Develop a schedule for project completion that effectively allocates the resources to the activities;- Execute the project according to the project plan;- Monitor the progress of the project and make adjustments as necessary to ensure the successful completion of the project;- Ensure that all information with the customer for the project is up to date;- Work cooperatively and effectively with others to set goals;- Make Decisions: Assess situations to determine the importance, urgency, and risks, and make clear decisions;PLUS: As my Pragati (improvement program) I developed a smart tool in Excel to facilitate project management, helping project managers to save time, increase control and reduce risks. The tool was implemented in the department in order to increase production numbers.

The trip's main objective was to know more about each country's sociopolitical, anthropological, and market structure. I have created food products to sell based on marketing segmentation studies, working as a multilingual interpreter (Portuguese – English – Spanish), exchanging digital media and social network jobs for places to sleep in hostels and farms, being an intensive way to learn.I developed jobs in Uruguay, Argentina, Chile, and Bolivia in six months.

One of my university teachers invited me, and we started creating the company's marketing process.Script development and training for the sales team, marketing, sales indicators analysis, process development and management, advertising, google adwords, projects, events, communication with sensitive customers, CRM management and strategy, public relations, and document templates.

Process development and management, relationship marketing projects for sales call centers, best practices development, sales team training, the link between IT developers and call centers focusing on user experience, and project management for new tools.

International customer support for banking services (English and Spanish).