Bruna

Top Rated KYC Verified

Customer Success Manager · Customer Success | Brazil | Near-Native Fluency (C1/C2) | Zendesk · Salesforce · Slack

Santos, Brazil Full-Time

Marketplace protected

About

Customer Success Specialist | Client Success & Onboarding | CRM Proficiency | Remote Work Expert

ZendeskSalesforceSlackJira

Core Experience

Industry experience

E-Commerce
Retail – Department Stores
Retail – Furniture
SaaS Platforms

Business challenges

Low customer satisfaction
High customer churn
High call abandonment rates

Success metrics

Increased customer loyalty
Higher customer service satisfaction
Improved support strategies

Jobs to be done

Customer Onboarding
Call Center
Customer Feedback Management

Availability & Logistics

Availability

Full-Time, Part-Time

Work arrangement

Remote

English level

Near-Native Fluency (C1/C2)

Languages

Portuguese, Spanish

Roles Qualified For

Customer Success Manager

Customer Support Manager

Customer Support Representative

Work Experience

Customer Success Manager

https://socialdiscoverygroup.com/ · May 2024 – Mar 2026

Increased customer retention by building relationships with high-value customers and identifying upsell opportunities.

Reduced chargeback threats by 35% and helped recover $20K in chargebacks, gaining recognition for outstanding performance.

Streamlined customer support for dating sites, improving response times through MOTO and Google tools.

Enhanced team efficiency by implementing Slack and Jira integrations for task automation and reporting.

Developed and maintained performance reports to ensure effective ticket resolution and team productivity.

Led training sessions and provided materials for a seamless team adaptation during a product acquisition.

Resolved complex client inquiries from the US, Europe, and Australia by coordinating with internal teams.

Customer Support Manager

https://www.graodegente.com.br/ · Apr 2022 – Jan 2023

Improved customer satisfaction by 8% by leveraging strong product knowledge to resolve an average of 120–150 inquiries weekly,

including delivery updates, order cancellations, and refund requests.

Proactively monitored abandoned carts and conducted targeted outreach campaigns via email, converting opportunities into sales,

increasing retention, and strengthening customer loyalty.

Resolved customer complaints, ensuring positive outcomes and adherence to company guidelines.

Handled complex inquiries by referring them to team leaders when necessary to maintain service quality and ensure timely resolution.

Customer Success Manager

www.emommyshop.au · Jan 2020 – Sep 2020

Provided warm, positive customer care from arrival to departure, encouraging return visits, repeat spending, and long-term loyalty.

Managed high-volume support operations during the challenging COVID-19 e-commerce surge, handling 100–110 emails daily in addition

to chat support, while ensuring service quality and timely responses.

Proactively addressed delivery timeframe concerns, minimising cancellations due to delays by maintaining transparent communication

and resolving complaints efficiently to protect revenue and customer trust.

Acted as the main point of contact for customer concerns.

Executive Assistant

https://grupobrasanitas.com.br/ · May 2016 – May 2018

Provided administrative support, including data entry, filing, and document management.

Tracked metrics with Excel spreadsheets and modelled data for staff.

Transcribed or scanned data to create new files.

Opened and routed business parcels and letters.

Scheduled meetings and follow-ups to ensure timely task resolution