Melissa Otero Email and Phone Number
After 12 years of working with eCommerce, I decided it was time for a change. Today I apply everything I've learned about technology, Customer Experience, solving customer challenges, SaaS technology, and people management to the area I have embraced since 2021, wich is Corporate Education. Graduated in Computer Science, with a specialization in Computer Networks, I developed many skills on my journey, such as:- Clear and structured communication - Holistic View of Problems - Focus and absolute commitment to business- Empathy and resilience in the face of crises - Creative, proactive, and with an action bias - Active listening to customers, leaders, peers, and team - Analytical skills, creativity, and proactivity- Data-driven- Used to an environment of accelerated growth and quickly adapts to any situation
Enablio (06.06.25 Enableverse)
View- Website:
- enablio.com.br
- Employees:
- 6
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Enablement SpecialistEnablio (06.06.25 Enableverse)State Of Santa Catarina, Brazil
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Instructional Design SpecialistStory-Run Jun 2024 - PresentFlorianópolis, Santa Catarina, BrasilInstructional Designer and Andragogy AdvisorResponsible for guiding the learning experience of Story Run’s info products; Co-planning and auditing the content of the courses, to guarantee a high-level learning experience for the customers (adults/professionals) -
Enablement ConsultancyBr Med Group Aug 2023 - May 2024The leadership of the Enablement Area, from structuring the area to defining KPIs, creating processes, defining tools, and managing the team. -
Enablement ConsultancyGrupo Br Med Apr 2023 - Jul 2023Consultancy for the Enablement area to create a Self-Service Center (Help Center) for BR MED customers, as well as choosing a platform for online access to the Help Center.- Cycle of interviews to identify and define project stakeholders.- Mapping the support team processes.- Survey of the most common scenarios of customer frequently asked questions- Structuring a content tree based on the scenario survey.- Development of the content creation and updating process.- Evaluation and definition of a tool to make the Help Center available online for customers
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Learning FacilitatorSk Aprendizagem Oct 2023 - Apr 2024Curitiba, Paraná, BrasilLearning Facilitator -
Content And Certifications LeaderVtex Jan 2021 - May 2022Rio De Janeiro, Brasil- Coordinate the learning needs analysis of the CX team- Lead the creation of the knowledge track needed for the development of the employee during the onboarding process- Develop the classes structure based on the micro-learning format- Evaluate possible tools and providers for delivering content in the eLearning format- Oversee and support the onboarding classes of the CX team. -
Customer Support Team LeaderVtex Jan 2020 - Dec 2020Rio De Janeiro, Brasil- Oversee the daily operations of technical support team- Handle escalations- Build reports and the playbook for the support team- Actively participate in the hiring process
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Senior Account ManagerVtex Jul 2018 - Dec 2019Rio De Janeiro, Brasil- Responsible for Tier 1 customers, such as Whirlpool and Stanley Black and Decker- Main point of contact for new business opportunities, projects, and scalations- Attending alignment meetings with e-commerce directors- Account management and relationship maintenance.
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Project ManagerVtex Jul 2017 - Jun 2018Rio De Janeiro, Brasil- Management of the B2B project for Stanley Black and Decker (Brazil, India, and Korea)- Control of scope and schedule of the VTEX project- Development of functional documentation- Attending requirements meetings with teams from the three projects
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Customer Support Analyst / Account ManagerVtex Mar 2013 - Jun 2017Rio De Janeiro, Brasil- Support Tier 1 customers through the Zendesk platform- Troubleshooting and Technical Support- Onboarding new analysts - Go-to person for key customer crises
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Quality Assurance ManagerVtex Feb 2011 - Feb 2013Rio De Janeiro, Brasil- Requirements Detailing / Refinement- Creation of Test Cases- Interaction with the product team- Quality assurance management- Use of analytical skills and attention to detail- Test automation tools assessment - Supervision/requirements gathering for the development of the first VTEX Healthcheck system- Test execution- Management of the test team
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Quality Assurance AnalystEhub Aug 2009 - Feb 2011Rio De Janeiro, Brasil- Requirements detailing / refinement- Development of test cases- Test execution- Interaction with the product team on feedback- Quality assurance management- Use of analytical skills and attention to detail- Understanding common software failures
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It ManagerGrupo Nazare Supermercados E Magazine Apr 2003 - Dec 2005Belém, Pará, Brasil- Process planning and administration- Prioritizing and supporting IT projects- RMS System Support (ERP)- Network and intranet support -
Production SupervisorGrupo Liberal - Fundador Romulo Maiorana May 2001 - Mar 2003Belém, Pará, Brasil- Team management of 15 people - Oversee the production and processes for the newspaper "O Liberal" - Oversee the production of insert advertising- Definition of work scales and internal processes
Melissa Otero Skills
Melissa Otero Education Details
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Continuous Learning And Corporate Education -
Data Science -
Network Management And Systems Security -
Computer Science
Frequently Asked Questions about Melissa Otero
What company does Melissa Otero work for?
Melissa Otero works for Enablio (06.06.25 Enableverse)
What is Melissa Otero's role at the current company?
Melissa Otero's current role is Enablement Specialist.
What schools did Melissa Otero attend?
Melissa Otero attended Ebac - British School Of Creative Arts And Technology, Witseed, Data Science For All By Correlation One, Universidade Federal Do Pará, Universidade Federal Do Pará.
What skills is Melissa Otero known for?
Melissa Otero has skills like Relacionamento Com Clientes Chave, Cultura Do Aprendizado, Garantia De Qualidade De Software, Postman Api, Equipes De Alta Performance, Splunk Enterprise, Google Suite, Suporte Ao Cliente, Cultura Organizacional, Jira, Notion Productivity Software, Remote Team Management.
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Melissa Otero
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