Karine M. Email & Phone Number

I'm curious and I love to learn! I'm always eager to understand the purpose behind everything, guiding my actions with empathy, learning, commitment, proactivity, and collaboration. Since the beginning of my career during college, I have worked in a wide range of areas, from corporate teams to independent consulting for small businesses. I have taken on various roles as a freelancer, including content writer, video and photo editor, and graphic designer for creating visual assets for websites and social media. I have worked in agile squads as a Product Owner, coordinating the launch of features, discoveries, and backlog management. I have extensive and valuable experience in Customer Service—over 5 years in this field—where I have worked as an analyst and held important leadership roles. Currently, I am a Key Accounts Specialist.My technical skills include:• People management and development • Project management • SaaS • Specialized technology for retail and e-commerce • Advanced technical support • Product developmentAnd here are some recent highlights in my professional life:★ KPI Performance - Developed a team recognized for reducing tickets and improving SLA, while maintaining a low case violation rate and driving up NPS.↳ Monthly resolution SLA 5% better than target↳8% increase in productivity during the assessed cycle↳64% increase in CSAT survey response rates★ Customer Experience - Conducted an in-depth study to optimize the customer journey, minimizing friction, which helped improve support approaches for retention.★ Portfolio Management - Implemented strategic mapping of customer flows, enhancing documentation, monitoring, and proactive support.Feel free to reach out if you want to chat (: