Julia Bezerra
São Paulo
Summary
Accomplished Customer Service Program Manager with extensive experience at Amazon, adept at developing and executing content strategies across Brazil, Mexico, Canada, and the United States. Proven track record in managing complex projects under tight deadlines and enhancing content effectiveness through strategic decision-making and process improvements. Skilled in bilingual communication, stakeholder alignment, and customer engagement, with a strong foundation in data analysis and analytics.
Overview
14
14
years of professional experience
Work History
Customer Service Program Manager
Amazon
São Paulo
12.2021 - Current
- Authored and published Customer Service content for internal and external audiences across Brazil, Mexico, Canada, and United States.
- Developed content to address urgent customer-impacting situations.
- Recommended strategies to optimize content effectiveness.
- Managed multiple complex projects under tight deadlines.
- Led strategic Customer Service initiatives, achieving significant reductions in contact volume.
- Collaborated with diverse teams on aligning content strategies and execution plans.
- Collected data and insights to inform strategic decision-making.
- Identified process improvements to enhance content development workflows.
Content & Editorial Specialist
Marsh Brasil
Sao Paulo
02.2021 - Current
- Developed and maintained editorial calendar for consistent content delivery.
- Delivered engaging content regularly across multiple platforms.
- Edited, proofread, and enhanced content to ensure clarity and quality.
- Planned and oversaw complete content production process.
Communications Manager & Content Writer
Panda Books
Sao Paulo
02.2018 - 02.2021
- Collaborated with management teams to define company image and core values.
- Developed effective communication strategies for conveying company values to target audiences.
- Created and authored content for social media, websites, newsletters, and press releases.
- Produced promotional materials for new product launches and special events.
Freelance Ghost Writer
Panda Books
São Paulo, Brazil
01.2012 - 02.2021
- Writing books anonymously through crafting relevant stories after conducting research and interviewing individuals signing as authors.
Writer
Panda Books
Sao Paulo
03.2014 - 03.2016
- Together with my colleague Lucas Reginato, I am the author of three books on Brazilian Music: "O Fino da Bossa", "Funk" and "Manguebeat". They are the result of a very meticulous research process, which included newspapers and magazines research, bibliography research, and numerous interviews with people directly involved on the facts that shaped the history of Brazilian music.
Education
Graduation - Journalism and Communications
Faculdade Cásper Líbero
12.2014
Skills
- Program and project management
- Data analysis and analytics
- Bilingual communication skills
- Content and communication strategy
- Customer engagement and service
- Process improvement and optimization
- Stakeholder alignment and management
- Content development and strategy
- Performance monitoring and evaluation
- Strategic decision making and planning
- Customer service excellence
- Policy development and implementation
- Strategic research methodologies
- SEO strategies and tactics
Languages
Portuguese
Proficient
C2
English
Proficient
C2
Spanish
Upper Intermediate
B2
References
- Wendy Smith, Amazon, whonrath@gmail.com
- Isabel Cardim, Marsh, isabel.cardim@marsh.com
- Marcelo Duarte, Panda Books, mduarte@pandabooks.com.br
Interests
- Brazilian Music and Culture
- Literature
- Human rights and social equality
Timeline
Customer Service Program Manager
Amazon
12.2021 - Current
Content & Editorial Specialist
Marsh Brasil
02.2021 - Current
Communications Manager & Content Writer
Panda Books
02.2018 - 02.2021
Writer
Panda Books
03.2014 - 03.2016
Freelance Ghost Writer
Panda Books
01.2012 - 02.2021
Graduation - Journalism and Communications
Faculdade Cásper Líbero