• Manage a diverse portfolio of enterprise accounts, providing personalized support and guidance to each.• Act as the primary point of contact for enterprise-level customers, maintaining regularcommunication and building strong relationships with key stakeholders.• Conduct thorough needs assessments to understand the specific challenges and goals ofenterprise customers, aligning product offerings and solutions to meet their needs.• Develop and execute strategic account plans to drive customer success, identifyingopportunities for contract renewal, expansion, and upselling.• Lead the onboarding and implementation process for new enterprise customers, ensuring a smoothtransition and comprehensive training to maximize product adoption and usage.• Proactively identify and address any issues or challenges faced by enterprise customers,collaborating with internal teams to ensure timely resolution.• Advocate for enterprise customers within the organization, representing their interests andensuring their voice is heard in product development, support, and other areas.

• Built and maintained strong relationships with clients, serving as their primary point of contact and trusted advisor.• Conducted comprehensive needs assessments to understand customer requirements and goals, aligning product/service offerings accordingly.• Identified upselling and cross-selling opportunities to increase customer lifetime value and drive revenue growth.• Implemented proactive strategies to enhance customer satisfaction, reduce churn, and increase renewal rates.• Led successful onboarding processes, ensuring seamless product adoption and maximizing customer ROI.• Collaborated with cross-functional teams to address customer challenges and drive continuous improvement initiatives.• Championed continuous improvement initiatives, identifying opportunities to streamline processes, optimize workflows, and enhance the overall customer experience.

• Provided advanced technical support to VIP customers, troubleshooting complex software/hardware issues and diagnosing network problems.• Delivered personalized assistance tailored to the specific needs of premium clientele, including one-on-one consultations and customized training sessions.• Ensured priority response to premium customer inquiries, addressing urgent issues promptly and effectively.• Conducted proactive monitoring of systems/services, identifying and resolving potential issues before escalation.• Served as a customer advocate within the organization, effectively communicating VIP customer needs and concerns to relevant teams.• Contributed to continuous improvement initiatives, providing feedback on support processes and implementing best practices to enhance the overall customer support experience.

• Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions in Portuguese and English.• Improved team collaboration by sharing technical knowledge and assisting colleagues with challenging cases.• Boosted client retention by consistently delivering exceptional Tier 2 technical support services.• Developed comprehensive documentation for frequently encountered issues to facilitate faster resolutions.• Managed escalated support tickets, ensuring timely responses and practical problem-solving strategies.• Conducted regular training sessions for junior technicians, enhancing their technical skills and knowledge base.• Managed the escalation of complex issues to Tier 3 support, ensuring timely resolutions and effective problem-solving strategies.

• Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions in Portuguese and English.• Improved team collaboration by sharing technical knowledge and assisting colleagues with challenging cases.• Boosted client retention by consistently delivering exceptional Tier 2 technical support services.• Developed comprehensive documentation for frequently encountered issues to facilitate faster resolutions.• Managed escalated support tickets, ensuring timely responses and practical problem-solving strategies.• Conducted regular training sessions for junior technicians, enhancing their technical skills and knowledge base.• Managed the escalation of complex issues to Tier 3 support, ensuring timely resolutions and effective problem-solving strategies.

• Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions in Portuguese and English.• Improved team collaboration by sharing technical knowledge and assisting colleagues with challenging cases.• Boosted client retention by consistently delivering exceptional Tier 1 technical support services.• Developed comprehensive documentation for frequently encountered issues to facilitate faster resolutions.• Managed escalated support tickets, ensuring timely responses and practical problem-solving strategies.• Conducted regular training sessions for junior technicians, enhancing their technical skills and knowledge base.• Managed the escalation of complex issues to Tier 2 support, ensuring timely resolutions and effective problem-solving strategies.