work
experience
2024 - Present
Customer Support Supervisor
Rock Content
Remote | Colombia
Management of the Global Support team. Responsible for a team of 6 analysts handling an average of over 600 tickets per month in English, Spanish, and Portuguese.
Direct interaction with other departments within the company and mapping improvement opportunities for the team and the company.
Development of educational materials, AI projects, onboarding, and new internal processes.
2020 - 2023
Global Customer Support Analyst
Rock Content
Remote | Colombia
Global support via chat and tickets with clients in English, Spanish, and Portuguese. Specialized support, technical investigation, and assistance with WordPress, RD Station, and Rock Content products.
2017 - 2019
Co-Founder
Doutor Frete
Belo Horizonte | Brazil
CEO and co-founder, responsible for administration, marketing, customer care, and relationships. Started from an idea for a business with nationwide service capability in Brazil.
Education
01
(2013-2018) PUC Minas | Brazil - Bachelor's degree in Marketing and Advertising
The professional training of the course combines practical skills with a conceptual and humanistic foundation, providing students with a critical understanding of the role of communication in society. Students are prepared to develop impactful social communication projects; institutional and marketing brand projects; conduct and analyze opinion and market research; master aesthetic and technical languages and competencies to create, guide, and evaluate communication campaigns.
02
(2018-2019) PUC Minas | Brazil - MBA in Branding
Strategically thinking about internal and external issues within the organization, aligning organizational culture, vision, goals, identity, and image is what is expected of a professional who aims to build and manage corporate brands and reputations. To achieve this, they must be capable of understanding market trends, crafting innovative value propositions, and knowing their consumers, engaging with them by understanding their expectations, and creating positive experiences that will shape perceptions and maintain strong brands and reputations.
03
(2021) Politécnico Superior | Colombia - Diploma in University Teaching and Didactics
Developing through constructivist pedagogy tools with a focus on competencies, the fundamental skills and abilities to manage educational processes in higher education institutions.
Tools
WordPress
Hubspot
RD Station
Mailchimp
SEO
Photoshop
Slack
Premiere
Office
Languages
Portuguese (Native)
Spanish (Fluent)
English (Intermediate)