Nice Poloni Email & Phone Number

Implementation, configuration, and automation of customer service tools - Movidesk & Zendesk.Customer support and issue/incident investigation, leveraging tools such as Grafana, Postman, MongoDB, and Jira to analyze and escalate cases to engineering teams.Cross-functional collaboration, working across multiple departments to ensure efficient and integrated solutions.Management and Results: I coordinate and report the results of the Support area, focusing on continuous improvement and achieving strategic goals. Under my leadership, the team has consistently met key KPIs, ensuring excellent customer service.Performance Indicator Analysis: I monitor and control key performance indicators (KPIs) to optimize team performance and develop scalable growth methods, promoting agile operations.Team Development: I lead the development of team members through practices such as 1:1 meetings, monitoring Individual Development Plans (IDPs), and performance evaluations (TMR, P.R.), contributing to both professional and personal growth.People Management: Experienced in all aspects of people management, including recruitment, onboarding, evaluation, development, and offboarding.Goal Management and Strategic Planning: Responsible for setting and organizing individual and team goals, ensuring alignment with the company's strategic objectives and compliance with service level agreements (SLAs).Creative and Innovative Leadership: I encourage creativity and the constant pursuit of innovation and process improvement, always aiming at the department's growth and the delivery of excellent results.

Curitiba, Pr, Brasil

Level 1 Support: I provided first-level technical support through multiple channels (chats, phone, email, and WhatsApp), handling low, medium, and high-complexity requests with a focus on quick and efficient resolution.Demand Management and Escalation: I analyzed and categorized tickets, directing more complex cases to the appropriate teams, ensuring SLA compliance, and enabling a smooth transition between support levels.SLA Monitoring: I tracked and enforced delivery deadlines for internal teams, ensuring that agreed-upon service levels were met and maintaining high standards of service.Material and Documentation Development: I created and maintained technical documentation and support materials, as well as procedure guides, improving team efficiency and providing continuous customer support.Training and Enablement: I conducted training sessions for internal teams and clients, promoting knowledge sharing and developing technical skills, which directly impacted the improvement of support services.

Curitiba, Brasil

Technology In Management Processes

Postgraduate Course, Leadership And People Management

Content Production And Digital Media