Technical Support Analyst – Italian Summary

I have a robust background of over eight years in Support, Customer Service, Customer Success, Sales, and Team Leadership. My focus has always been on nurturing individual and team skills, along with analyzing service processes and solutions. With over a decade dedicated to these fields, I've made significant contributions to enhancing both individual and collective capabilities.

My professional journey began in customer service, where I developed a profound understanding of our customers' needs and expectations. Transitioning to Customer Success, I not only resolved issues but also anticipated them, ensuring enduring satisfaction for clients. My expertise lies in meticulously analyzing service workflows and solutions, enabling me to identify efficiencies and implement continuous improvements.

Throughout my career, challenges have not only been obstacles but also opportunities for growth and innovation. This wealth of experience has equipped me with a unique perspective, enabling me to navigate complexities and drive positive outcomes in various professional settings.

Language Proficiency

• Fluent English
• Native Portuguese
• Italian Native

---

Advisor Consultant Responsibilities:

• Helping platform companies as CS for Portuguese customers to solve different issues (technical, payments, and doubts with the app usage) with a specific guideline for our LOB (Social).
• As Lead, I have been helping advisors from all over the world (communication in English), I’ve also been making QA for Social PT BR cases, analyzing if the right workflows have been followed, and writing guidelines and advisor principles for this project.

Technologies and tools:

ITSM, Windows, Microsoft Office, ERP

---

Support Analyst Responsibilities:

• Customer service by telephone and chat, analyzing problems and solving them, reporting all kinds of information to forward a problem to another level of the escalation, and indicating and supporting clients giving advice and directions to solve their internal TI infrastructure.
• Develop support reports, training materials, and exercises to improve the team’s knowledge, help and support the team by giving directions on the daily routines or when they find difficulties in finding a problem solution, report information, and follow the internal processes.
• Control the attendance flow, supervise the team, and organize tasks and time for it. Develop internal and external skills to benefit the team and all the members, report to the direct superior the individual team performance and the general context of it.

Technologies and tools:

ITSM, Windows, Microsoft Office, ERP

---

Support Analyst Responsibilities:

• Customer assistance, analyzing and solving systems problems and configurations, and teaching how to use software tools.
• Create personalized reports, organize, and relate, with all kinds of technical information.
• Analysis problems and bugs to the Development Team solve it, analyze database (SQL, Microsoft, and My SQL)

Technologies and tools:

ITSM, Windows, Microsoft Office, SQL, MySQL

---