Our Professional Services team advises and guides our wide array of enterprise customers as they map any number of business needs to Zendesk! We are the greeters to the house of Zen(desk) - genuinely compassionate, patient, and organized!We support enterprise customers as an extension of their teams by helping them to use, see, learn, and believe in our beautifully simple product. A Managed Services Consultant is an experience-maker for our customers - passionate about making communication easy through customer service and how doing that well can transform a businesses’ relationships.Managed Services Consultants will be responsible for supporting a portfolio of customers with Managed Services engagements. You will collaborate with your customers to manage a backlog of work for optimizing and maintaining their use of Zendesk products, consulting on best practice strategies and offering hands-on assistance. You will respond to reactive requests and offer proactive recommendations, ensuring your customers realize ongoing value from their services subscription and see the Managed Services team as an extension of their own.

Sprinklr’s customers include hundreds of top brands from all round the world. We help them use the power of social media by providing a comprehensive social media management platform (Paid, Owned and Earned) and world-class services to drive their business forward.Main Responsibilities are to discover and realise ongoing success criteria for Sprinklr clients with the following tasks:- Manage and optimise configuration of Sprinklr clients, to ensure their success with the Sprinklr platform- Identify platform gaps, and optimisation opportunities; designing and configuring the appropriate solution, so that client expectations, regarding platform use cases and functionality, are fulfilled- Ensure that all client users are trained, educated and up to date on platform use, best practices, and functionality- Assist the Sales and Success Teams providing insight to client health and working to win new business and/or grow existing accounts

Responsible for 60 agents in the 360° service (telephone, e-mail and social media) of 3 accounts (P&G, Duracell and Coty-Wella) in SAC 2.0, executing or implementing quality assessment and training processes. Suggestion, development and presentation of reports in English and Spanish. 3. Development of action plans for internal improvements of metrics, such as Consumer. Experience, Data Quality Process, Quality Review and others, reaching levels of excellence above 90%. Elaboration and follow-up of internal procedures. Participation in external training and event coverage. Weekly feedback meetings with employees according to quality reviews. Creation and review of responses to consumers following guidelines.

Community Manager for the Duracell and P&G brands in 2014, suggesting and updating content in brand profiles on social media (Facebook, Twitter, YouTube and Instagram). Responsible for research and information gathering, management and monitoring of communities, as well as coverage of events and promotional actions. Brand monitoring, editing and posting of online content and actions. Creation and development of reports according to KPIs.

Creation and management of digital social media for clients: - Content creation; - Campaign and calendar planning; - Elaboration and analysis of metrics; - Brand recognition. Customers: Compra Hajato and Matriz FEO.

Personal blog about the gaming market. - Creation and generation of content; - Analysis of the game market;

Personal blog about the gaming market. - Creation and generation of content; - Analysis of the game market;

Reporter of the Community Newspaper "Voz do Nicéia", extension project for the Jardim Nicéia neighborhood in Bauru. Functions:- Survey of guidelines in the neighborhood;- Determination and writing of news of community interest;- Distribution of door and door for neighborhood residents.

- Production and writing of journalistic content in the functions of radio, TV and web reporter, photographer and press officer; - Monitoring of digital social media.

Production and writing of journalistic content for Unesp Informa.

I started in the project as a reporter for politics and economics (2009) and became editor (2010) within WebJornal Mundo Digital, Unesp's extension project in Bauru. In 2011, I was a ProEx schorlarship as editor in chief, responsible for the daily update of the site with more than eight editors.

Researcher on the creative economy within the "NeoCriativa" extension project of the Unesp of Bauru.