Melissa Silva Email & Phone Number

State Of São Paulo, Brazil

São Paulo, São Paulo, Brasil

São Paulo, Brasil

I worked as a Senior Team Leader at the BPO Atento Brasil to the Marketing and Advertising Support Team from Meta Platforms. After working for one year as a CXS, I got promoted to this role. I worked using Portuguese and English as main languages. It was 100% remote and I worked in the midnight shift. There, my responsibilities were:- People and team management- Preparation of performance reports (KPIs) - Analysis of results on Power BI- Development and application of trainings- Action plan development focusing in improving the Team's KPIs - Mediation of operational conflicts- Analysis and application of critical cases feedback- Service Quality Control with the customer service Quality team and SMEs- Error reporting and performance of the internal Meta customer communication tool- Mapping critical and delicate cases with the security team- Application and monitoring of career plans- Time sheet management

São Paulo, Brasil

I worked as a Senior Customer Relationship Specialist at the BPO Atento Brasil to the Marketing and Advertising Support Team from Meta Platforms.I worked using Portuguese and English as main languages. and worked via chat, email and phone. After working for three months as a Junior CXS, I reached the Senior rank. It was 100% remote and I worked in the midnight shift. There, my responsibilities were:- Support in the creation of advertising campaigns and digital marketing actions for advertising clients of the - META group (Facebook, Instagram, Whatsapp)- Analysis of user access and permissions within the platform- Direct contact by telephone, live chat and email to improve performance and campaign results with advertisers- Monitoring and support of critical and delicate cases - Sponsorship of new analysts on the team, acting as a Guru in monitoring a new employee in their first two months of service, with the aim of presenting the way of working and helping them to have autonomy representing the company in the best possible way during the services

São Paulo, Brasil

I worked as a Junior Customer Relationship Specialist at the BPO Atento Brasil to the Marketing and Advertising Support Team from Meta Platforms.I worked using Portuguese and English as main languages and worked via chat, email and phone.It was 100% remote and I worked in the midnight shift. There, my responsibilities were:- Analysis of advertising campaigns- Support for users experiencing issues on Meta's ad platforms for its three main social networks(Facebook, Instagram, Whatsapp)- Direct contact by telephone, live chat and email for loyalty actions and support from Meta group advertisers Humanized, empathetic service focused on complete customer satisfaction

São Paulo, São Paulo, Brasil

I worked as a Senior Customer Relationship Specialist at the BPO Concentrix Brasil to the Refund and Returns Team to Shopee platform. I worked using Portuguese and English as main languages. It was 100% remote and I worked in the afternoon shift. There, my responsibilities were:- After-sales support via chat and email for platform users- Mediation of refund and return disputes between seller and customer within the platform- Reporting of critical cases and fraud in the returns and refund sector- Handling stressed and delicate customers using humanized and assertive communication - Requesting and processing refunds

São Paulo

I worked as a Junior English Teacher at the JFC Treinamentos e Informática - ACTUS Idiomas. I worked using English as main language to teach kids and teenagers from age 4 to 17. The classes were multi-level using the Cambridge methodology and books. There, my responsibilities were:- Development of playful English classes for children between 4 and 11 years old- Development of creative English classes for teenagers between 12 and 17 years old- Monitoring student performance - Preparation of student development reports- Development of tests and proficiency tests in english- Structuring weekly vocabulary- Structuring practical classes focused on listening and speaking the English language- Feedback for parents and students - Development of special classes directed to atypical students and their learning needs

História Da Arte, Art/Art Studies, General

Técnico, Design And Visual Communications, General

Bacharelado, Propaganda E Marketing