Summary
Overview
Work History
Education
Skills
Timeline
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Anamarie Teixeira Magalhaes

San Diego,CA

Summary

Dynamic Support, Lead, and RevOps Manager with three years of experience in high-growth SaaS startups, specializing in leadership, product expertise, and process optimization. Proven track record of driving cross-functional collaboration among Support, Product, Partnerships, and Marketing teams to implement scalable systems and enhance operational efficiency. Expertise in vendor management, tool administration, and data-driven decision-making streamlines workflows and delivers measurable business impact. Committed to fostering a culture of continuous improvement and innovation to support organizational growth and success.

Overview

6
6
years of professional experience

Work History

RevOps Manager

Trust & Will
07.2025 - Current
  • Built and automated dashboards to track bugs, backlog trends, omnichannel ticketing, and customer insights; Cutting manual reporting time and driving faster product fixes.
  • Created a support team capacity model to forecast workload, optimize staffing, and identify efficiency gaps improving resource allocation and reducing agent burnout.
  • Strategized staffing plans and efficiencies; calculated week-over-week metrics and delivered actionable insights to leadership.
  • Designed Zendesk dashboards to provide real-time channel and agent data, enabling data-driven decisions on ticket routing, workload balance, and SLA performance.
  • Partnered cross-functionally with Product, Partnerships, and Marketing to launch scalable processes for campaigns, referrals, and support operations.
  • Led recruitment operations from screening to onboarding for key hires; assumed leadership duties during high-volume periods to maintain metrics, coaching, and queue performance.
  • Maintained vendor relationships, managed escalations, and oversaw tool administration to ensure optimized usage, functionality, and ROI.

Training & Documentation Lead

Trust & Will
07.2024 - 07.2025
  • Produced over 200 content cards, incorporating internal knowledge to enhance product and industry expertise
  • Drove a 700% increase in usage and adoption of our resource and knowledge management tool, Guru, within 6 months
  • Audited over 350 macros within our Zendesk system and established guidelines for bi-annual audits
  • Led the complete overhaul of our Standard Operating Procedures (SOP) and implemented a review system to ensure the quality and consistency of resources
  • Developed workflows to ensure team members' requests were consistently and efficiently completed
  • Served as Product Liaison, representing member interests and driving product initiatives aligned with customer needs and experience
  • Collaborated cross-functionally with partnership teams to identify and address support and customer issues, ensuring seamless member experiences
  • Revamped onboarding processes and trained over 10 support specialists, resulting in a swift increase in resolution rates, comprehensive training modules, shadowing sessions, and knowledge base development
  • Managed and updated external-facing help center articles to improve user experience and reduce support inquiries
  • Oversaw daily queue management and resource allocation to optimize team performance
  • Demonstrated exceptional ability to manage high-volume, high-stress situations and successfully resolve escalated customer issues
  • Collaborated closely with the legal team to develop and maintain compliant Standard Operating Procedures (SOPs) aligned with company policies

Senior Support Specialist

Trust & Will
11.2022 - 07.2024
  • Empowered clients through personalized estate planning guidance, enhancing Trust & Will's customer satisfaction and retention rates.
  • Analyzed complex client inquiries, delivering tailored solutions that streamlined the estate planning process and reduced resolution time.
  • Served as a primary escalation point for handling complex and sensitive customer inquiries.
  • Maintained 30% of overall ticket resolution, consistently achieving top performance of over 90% for CSAT on the team with the most tickets solved.

Pool Manager I&II

City of Tracy
05.2019 - 04.2022
  • Managed front desk for City Hall and aquatics center, ensuring smooth operations and visitor satisfaction.
  • Handled communications for Permits and Special Events, enhancing responsiveness and service quality.
  • Utilized ACTIVE.NET to register and organize over 200 participants, streamlining program management.
  • Developed training agendas and documentation for lifeguard staff, improving training efficiency.
  • Certified and recertified over 60 lifeguards, ensuring high standards in safety and emergency response.

Education

Bachelor's Degree - Political Science, International Security and Conflict Resolution

San Diego State University (SDSU)
San Diego, CA
05.2022

Skills

  • Customer Satisfaction
  • Project Management
  • Product Knowledge
  • Communication
  • Leadership
  • Process Optimization
  • Strategic planning
  • Data analysis
  • Employee onboarding
  • Operations management
  • Staff management
  • Cross-functional teamwork

Timeline

RevOps Manager

Trust & Will
07.2025 - Current

Training & Documentation Lead

Trust & Will
07.2024 - 07.2025

Senior Support Specialist

Trust & Will
11.2022 - 07.2024

Pool Manager I&II

City of Tracy
05.2019 - 04.2022

Bachelor's Degree - Political Science, International Security and Conflict Resolution

San Diego State University (SDSU)

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