Anne Karoline Pereira Silva

Support for users of digital platforms for clients in the educational and e-commerce sectors.

• • Managed incidents and user queries on digital platforms via Intercom, email, chat, and WhatsApp, classifying and prioritizing each case according to its type and criticality.

• • Resolved first-level operational tickets, escalating cases that required it to the appropriate team with clear and documented context.

• • Detected patterns of recurring incidents and proposed improvements in support workflows, reducing the volume of repeated queries.

• • Developed process documentation and support materials to facilitate users' self-resolution.

• • Rapidly adapted to various digital tools (Hotmart, Intercom, Active Campaign) according to each client's internal systems.

Through remote assistance, responsible for helping clients in the use of the ERP MOVERE, which focuses on the commercial sector of tires. User training in sales, inventory, accounting, etc.

• • Installed and configured hospital software, training medical and administrative staff in the use of the system.