Provide exemplary customer service in both English and Portuguese to a diverse clientele spanning the globe within a Cryptocurrency Brokerage with over 100 million clients; undergo extensive training and subsequently assume the role of an instructor for various teams, adapting to fluctuating demand and maintaining a commitment to continuous learning; ensure a thorough understanding of cryptocurrency market dynamics, industry best practices, compliance with evolving regulations, product launches, application usage instructions, and soft skills essential for delivering top-tier customer service; offer steadfast support in resolving customer inquiries, explaining account transactions, and assisting users in navigating challenges throughout their customer journey; cultivate a culture of active listening and empathy when engaging with clients from diverse cultural backgrounds and age groups; lead and motivate a team of approximately 8 individuals, facilitating weekly 2-on-2 meetings to foster mutual feedback, conducting KPI analysis, and overseeing service quality assurance; expertly mediate conflicts, provide support in creating monthly schedules, and regularly present daily performance results alongside other team leaders; serve as a key decision-maker and mediator in critical matters related to customer accounts, taking the lead in resolving conflicts between clients and service representatives; and undertake various other responsibilities crucial to the success of the customer service department.

As a recruiter at BairesDev, a leading technology services company renowned for employing the top 1% of IT talent in the market, I was tasked with assembling a world-class team of software engineers and other IT and digital solutions specialists. My role involves sourcing, recruiting, and hiring exceptional professionals dedicated to supporting our clients' digital journeys.

Quality assurance tester: interface, app, software, gadget, IO, ecommerce, ERP and CRM.

Relationship Analyst at an association newly formed by distributors of hygiene and cleaning products from all over Brazil, focused on revolutionizing the market with sustainability as its main value. There, I had the opportunity to participate in the creation of a new E-commerce Portal, representing the client's interests through Agile Methods directly with the Tech Team. I also served as a Customer Success Manager for our portfolio of B2B clients.Clients: Regus, Atlantica Hotels, Mercado Livre, Pobre Juan, Celulose Irani, Leccor.

Key Account Manager and Customer Success at a SaaS company focusing on the Investor Relations area in Open Market Companies. Responsible for client onboarding and training in new functionalities, ensuring their engagement with the tools, following ongoing routines, and establishing relationships. Available 24/7 by phone to address any problems or doubts with the SaaS. Conducting cross-selling and upselling activities (Website, mailing, SEO, web and video conferencing, annual reports, etc.), and managing agreement renewals.Clients: Embraer, Riachuelo, Magazine Luiza, Localiza, Paranapanema, Marisa.

Operations Manager and Key Account Manager of the unit. Responsible in negotiating agreement renewals, up-selling, and cross-selling. Coordinating monthly billing, managing customer service team, revenue, and forecasting plans. Leading networking events production. Handling customer tickets inquiries from initial contact through resolution and follow-up.Clients: Philips Healthcare; Michael Page; Canada Trade Office; EMC; SAP.