Isabella Santana Email and Phone Number
I am a UX Designer, Knowledge Base Specialist, and Support Specialist at Lead Sherpa. With a Bachelor's in Animation Cinema and Digital Arts from UFMG and additional training in Visual Arts and UX Design, I bring a creative, customer-focused, and technical skill set to my work. At Lead Sherpa, I support customers, manage marketing websites, create user-friendly wireframes, and develop comprehensive Knowledge Base articles. I also communicate with the development team to resolve high-profile customer issues.Previously, I managed teams at Modsquad, providing coaching, creating guides, and analyzing feedback to improve customer support metrics. My international experience with remote jobs has enhanced my adaptability and cultural understanding. I am proficient in English, fluent in Portuguese, and learning Spanish and Korean. Passionate about languages, arts, team management, and user experience, I aim to motivate and lead by example to create a positive work environment.
Lead Sherpa®, Inc.
View- Website:
- leadsherpa.com
- Employees:
- 8
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Customer Success ManagerLead Sherpa®, Inc.State Of Minas Gerais, Brazil
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Knowledge Base SpecialistLead Sherpa®, Inc. Mar 2024 - PresentCreating easy-to-follow Knowledge Base articles for all user needs and internal guides for workflows guaranteeing seamless support from all agents.
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Support SpecialistLead Sherpa®, Inc. Sep 2022 - PresentRespond to customer inquiries via Ticket Support and communicate with the dev team to help investigate and solve high-profile customer issues.
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Ux DesignerLead Sherpa®, Inc. Oct 2022 - May 2024Manage marketing website, creating and altering pages to ensure the best user experience while looking for information. Create wireframes for the app based on my Support Specialist experience to ensure that it is easy to use and avoid future issues and user confusion.
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Assistant Project ManagerModsquad Feb 2022 - Sep 2022RemoteManage a 15-person team, having 1:1 interactions with the agents weekly and coaching them on the best practices to improve their metrics and creating guides and cheat sheets to guarantee easy access to information while they provide the best customer support. Analyze negative surveys, metrics, and feedback to detect development opportunities in the interactions and deliver reports and QAs daily and weekly for each agent. -
Training SpecialistModsquad Jul 2021 - Apr 2022Manage the training team while providing feedback. Deliver training material to both new support agents and training agents.
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MentorModsquad May 2021 - Apr 2022Explain clearly the company's workflows and processes in video calls while answering questions and delivering training material focusing on Tone of Voice and soft skills. Deliver reports and QAs daily.
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Team LeadModsquad Sep 2021 - Feb 2022Manage a 10-person team, ensuring their metrics are on target and delivering weekly QAs, reports, and follow-ups. Answer questions and guide agents live with questions and requests as they are talking to clients.
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Support AgentModsquad Feb 2021 - Sep 2021Work on chat support while maintaining an average CSAT of 97%, resolution of 91%, and QA of 100%.
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Graphic DesignerFreelaw May 2020 - Jan 2022Belo Horizonte, Minas Gerais, Brasil -
Gaming Support Agent5Ca Oct 2020 - Mar 2021Work on ticket support for VIP customers while communicating clearly in English, understanding customer problems, solving them, and maintaining an average of 4,23/5,0 CSAT and 97% QA. -
Ux DesignerUx/Ui Designer Jun 2020 - Jan 2021Belo Horizonte, Minas Gerais, BrasilDesigned and optimized user experiences for web and mobile applications, focusing on creating intuitive interfaces. Developed wireframes, prototypes, and user flows to ensure seamless user interactions and enhanced usability. -
Graphic DesignerFreelance Graphic Designer Jul 2015 - Jan 2021Created visual content for various marketing materials and collaborated with marketing teams to develop compelling designs that align with brand identity and objectives. -
IllustratorFreelance Illustrator And Designer 2013 - Jan 2021Produced high-quality illustrations for digital and print media. Worked on diverse projects, ranging from book illustrations to promotional graphics, ensuring creative and visually appealing results. -
ProfessorCasa Dos Quadrinhos Jan 2020 - Jul 2020Teach basic drawing skills to children between the ages of 6 and 13, always trying to challenge them to be their best versions.
Isabella Santana Education Details
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Cinema De Animação E Artes Digitais -
Ux Design -
Casa Dos QuadrinhosVisual And Performing Arts
Frequently Asked Questions about Isabella Santana
What company does Isabella Santana work for?
Isabella Santana works for Lead Sherpa®, Inc.
What is Isabella Santana's role at the current company?
Isabella Santana's current role is Customer Success Manager.
What schools did Isabella Santana attend?
Isabella Santana attended Universidade Federal De Minas Gerais, Ux Unicórnio, Casa Dos Quadrinhos.
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Isabella Santana
São Paulo, Sp
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