Marcel Siqueira Email & Phone Number

Brazil

- Currently, I lead the user support initiatives for Duolingo for Schools, a powerful & free tool that empowers educators to integrate language learning into their classrooms. Our main goal is to provide proactive assistance, solutions, and guidance, ensuring educators and students gain the utmost value from this high-impact educational initiative.- Additionally, I spearhead the Customer Success initiatives at Duolingo for Business, which offers Super Duolingo subscription packages to businesses and organizations.- Initially, I led the support team at Duolingo Classes (formerly known as Duolingo Events), a collaborative learning experience with native teachers. We underwent a strategic rebranding while ensuring that our users continued to receive the quality support they expected. Duolingo Classes have been sunset since Jan 2023.

Brazil

- Managing a Global Customer Support team of 7 associates based in 3 different countries (Brazil, Portugal, and Honduras). As well as a smaller Customer Onboarding team of 2 associates based in 2 different countries (South Africa and the United States).- Improved metrics visualization using Zendesk Explore and Excel.- Using ‘unimportant’ data to add context to metrics and better understand performance

Brazil

- Worked with a 2020 Inc. 500 startup through a BPO. - Responsibilities include providing instructions and troubleshooting issues on a marketing app for e-commerce, as well as helping with HTML/CSS conflicts.- Helped with high volume during BFCM season, while keeping strong metrics (95% CSAT and 97% SLA) Experience handling Zendesk tickets with high quality, helping with tier 3 technical support and billing support as well.

Alma, Michigan

Help the Global recruitment team engaging prospective international students; Translate relevant media pieces from English to Portuguese.Data cleansing for mailing purposes; Proficient use of Excel, Stata and R.

Alma, Michigan (Estados Unidos)

Manage a team of five peer consultants, helping with scheduling and training; Provide one-on-one assistance with personal branding, networking and interview preparation for students of all ages

Alma, Michigan

Help students to develop their resumes, personal statements and cover letters.Provide one-on-one assistance on personal branding and mock interviews.

Detroit, Michigan

Organized files of more than 200 clients independently; Trained the whole office (including executives) on how to manage the data on the cloud and how to use Docupace integrated on SmartOffice; Finished the main internship tasks a week before the deadline

Orlando, Florida

Worked inside of the operations department of Magic Kingdom, one of the parks and resorts owned by Disney at Lake Buena Vista, FloridaHelped to solve problems quickly for guests of all ages, communicating with costumers from around the world, in Portuguese, English and Spanish

Alma, Michigan

Facilitated the personal and academic development of students while in College, mostly upperclassmen. Planned an average of six events per year and responsible for a co-ed hall with 21 student-residents.

Sao Paulo, Brazil

Managed 25 volunteers around the country, aged between 18 and 25 years old.Promoting and analyzing their activities.

Manaus, Brazil

Learning procedures to fix and trace issues within the operations department.Developing apps using NCLua language for digital television.

Bachelor Of Arts, Economics, 3.6

Activities and Societies: Co-founder and Public Relations of the Rotaract Club; President at Delta Gamma Tau Fraternity; International.

Incomplete, Electrical Engineering

Completed 30 credits, including Calculus 1 and 2, Programming 1 and 2, Physics 1 and 2, and Electronics Circuits.