Graciele Lima Da Silva

As a Senior Customer Support Specialist, I managed incoming conversations via chat, tickets, and emails, assisting customers with troubleshooting technical issues related to their websites, emails, and hosting plans. My key responsibilities included:

• Resolving technical issues with DNS management, WordPress, and Website Builder.
• Supporting hosting-related concerns, including web, cloud, and VPS/KVM services.
• Addressing various customer inquiries and errors to ensure optimal use of hosting services.
• Managing BR operations as an SME/WDP.
• Managing Global Accounts and/or LATAM.
• Conducting shadowing sessions for new joiners to facilitate their onboarding process.
• Analyzing past performance data to identify inefficiencies and proposing workflow improvements, contributing to achieving company OKRs, and enhancing operational flow.
• Tracking operations, specialist behaviors that negatively impacted company reputation and customer satisfaction, reporting findings to the manager, and collaborating to develop strategies for specialist improvement and communication enhancement.

By efficiently managing these tasks, I help customers achieve the full potential of their hosting services, and maintain a positive user experience.

Primary Responsibilities:

• Provide comprehensive support to customers, addressing inquiries related to products, warranty activation, and e-commerce order status.
• Assist customers with purchases, and resolve technical issues related to the sales platform.
• Effectively retain unsatisfied customers by addressing their concerns, and providing satisfactory solutions.
• Ensure all customer issues regarding payments, orders, shipments, and general questions are resolved with high quality, and in a timely manner.

Team Leader Responsibilities:

• Lead the recruitment and selection process for new employees, ensuring a strong, capable team.
• Manage the Customer Service (CS) Team, fostering a collaborative and efficient work environment.
• Oversee billing transactions, including handling refunds and chargebacks.
• Plan and implement Objectives and Key Results (OKRs) to align team goals with company objectives.
• Conduct regular meetings with the team to discuss performance, address issues, and plan future initiatives.