André Ribeiro

Monitor real-time contact center operations to ensure SLA adherence and optimal workforce utilization. Track and analyze key performance indicators (KPIs), providing actionable insights and reports using Excel and WFM tools. Coordinate intraday schedule adjustments, including breaks and off-queue activities, to maximize team productivity and service levels.

Reviewed and moderated user-generated content for a major social media platform. Applied platform policies to identify and escalate sensitive or harmful content. Contributed to a safer and more engaging user experience.

Experienced customer support professional at a renowned global e-commerce company. Specialized in assisting and resolving issues for customers from CPLP countries. Committed to ensuring an exceptional shopping experience. Possess strong communication skills, the ability to collaborate in cross-functional teams, and a keen focus on customer satisfaction.