Luana Ferreira
Tampa,FL
Summary
I am a dedicated and experienced leader with a proven track record in customer service and operations management. My passion for building high-performing teams, fostering strong relationships, and driving customer satisfaction aligns perfectly with Wise’s mission. I excel in resource management, strategic planning, and data-driven decision-making, ensuring that my team is equipped, motivated, and capable of delivering exceptional customer support. I thrive on passing knowledge along and guiding others to success, contributing to continuous improvement and operational excellence.
Overview
17
17
years of professional experience
Work History
Customer Support Team Lead
Wise
10.2022 - Current
- Coach and motivate team members to achieve goals and contribute to organizational targets.
- Develop team-building opportunities to improve engagement and morale.
- Support team daily with difficult cases, taking responsibility for their development. Ensure skills and knowledge are current, and team members comply with shift allocations and scheduled activities to meet SLAs.
- Conduct weekly individual and group meetings to provide constructive feedback and align team performance.
- Analyze and report team results, maintaining regular coaching sessions to ensure performance and development align with KPIs.
- Support individual growth by offering guidance, developing strategies, and creating action plans.
- Identify opportunities for KPI improvement and develop supporting strategies and actions.
- Analyze data to create solutions for issues, identify areas for improvement, and prepare action plans to achieve desired results.
- Complete regular Workday reviews for accurate pay and keep team's schedule updated in Calabrio.
- Conduct difficult conversations, communicate employee warnings, and apply disciplinary actions when needed.
- Clearly communicate objectives and relevant information to team members.
- Manage time effectively to ensure all tasks are completed within deadlines, prioritizing urgent issues without compromising on quality.
- Share best practices with other TLs while promoting and embodying our company's values.
CS Associate/Senior CS Associate and Wise Guide
Wise
02.2021 - 10.2022
- Help customers have an excellent experience with Wise via phone, email, or chat lines
- Take ownership of complex cases that need to be handled by Senior agents
- Communicate precisely with relevant teams to solve specific cases
- Work as a team supporting team members to provide excellent customer service and promote team growth and success
- Meet performance metrics, as well as helping team mates to achieve efficiency levels and meet their performance metrics as well
- Provide constructive feedback to coworkers to promote their growth
- Receive feedback to use it as a path for improvement and self growth
- Work individually and as a team to achieve specific goals
- Stay up to date with all changes and ongoing issues related to our product and internal procedures
- Coach new team members during their OJT process and probation period making sure they feel welcomed to the company, are prepared to handle CS daily tasks, and also not only promote, but live our values at work.
FD Associate/Sales Manager/Assistant Store Manager
Massage Envy Spa
11.2018 - 02.2021
- Main tasks included help clients understand the benefits of regular massage, skin care and stretch
- Build relationships with members and guests to grow and retain the client base. Connect clients with retail products that enhance their services. Oversee daily operations, ensuring excellent customer service. Manage and train staff, monitor sales performance, and develop motivational strategies. Maintain a professional, clean, and safe environment, fostering a culture that reflects Massage Envy's core values of optimism, gratitude, excellence, consistency, and empathy.
Portuguese as a Second Language Teacher
VIVA BRASIL
10.2018 - 10.2019
- Main tasks included teach Brazilian culture and develop speaking, reading, writing, and listening skills to students
- Create materials and develop activities to promote engaging classes.
Au Pair
AU PAIR CARE
01.2016 - 01.2018
- Main tasks included care for children full-time; help with homework; transport children, oversee daily routines; plan activities; Participate in cultural exchange and language program; Organize and engage in activities with other international cultural exchange participants.
English Teacher
Departament of Education in Saquarema
01.2014 - 01.2015
- Main tasks included work with other teaching staff to set goals, objectives, and methods; Encourage students to ask questions and to express their difficulties; Established effective classroom management practices; Give feedback to students and write progress reports to their parents; Identify special needs students and those with learning disabilities.
English Teacher
SEI ANGLO KINDENGARTERN AND ELEMENTARY SCHOOL
01.2013 - 01.2015
- Main tasks included use modern and dynamic teaching methods to show students how to communicate using the English Language; Teach vocabulary, reading, writing and phonics skills to kindergarten, elementary and junior high school children; Prepare lesson's plan, daily, weekly and by semesters, prepare final grade reports; Prepare and administrate tests periodically.
English Teacher
LAGOS DE SAQUAREMA EDUCATIONAL CENTER
01.2013 - 01.2015
- Main tasks included teach vocabulary, reading, writing and phonics skills to kindergarten and elementary children; Evaluate the students' skills and understandings to adjust lessons based on their learning needs; Prepare lesson's plans and final grade reports; Prepare and administrate tests periodically.
Store and Sales manager
GRAUS SURFSHOP
11.2007 - 06.2012
- Main tasks included excellent sales and negotiation skills; ability to train, motivate and lead a team; excellent communication and 'people skills'; good planning and organizational skills; ability to work calmly under pressure; Stock management; Cash handling; Seasonal Window display: Listen to and solve costumers complains; Build customer Relationship: Achieve sales goals.
Education
Master of Arts - Educational Psychology
Candido Mendes University
Niteroi, Rio de JaneiroBachelor of Arts - Linguistics
Estacio De Sa University
Niteroi, Rio de JaneiroSkills
- Leadership and Management Experience
- Customer Service Excellence
- Resource Management
- Exceptional Communication Skills
- Data-Driven Decision Making
- Proactive and Reliable
- Team Building and Engagement
- Process Improvement
- Organized
- Strategic Planner
- Feedback Enthusiast
- Multitasking Ability
- Self-Motivated
- Delegation Skills
Accomplishments
- Exemplary Management Support: Achieved a remarkable score of 9.7, surpassing the benchmark by 0.9 points, showcasing robust leadership and support proficiency.
- Effective Mentoring: Demonstrated a strong commitment to team development and growth by scoring 9.4 in mentoring, exceeding the benchmark by 0.9 points.
- Outstanding Openness in Management: Attained a perfect score of 10.0 in management support openness, surpassing the benchmark by 1.0 point, indicative of exceptional transparency and leadership accessibility.
- Collaborative Project Development: Successfully collaborated with the Quality Team to develop the Acknowledgement Experiment, showcasing teamwork and cross-functional cooperation.
- Global Project Participation: Played an integral role in the chat relaunch global project with the Project Management Team, demonstrating adaptability and contributing to strategic initiatives.
Languages
Portuguese
Native or Bilingual
Timeline
Customer Support Team Lead
Wise
10.2022 - Current
CS Associate/Senior CS Associate and Wise Guide
Wise
02.2021 - 10.2022
FD Associate/Sales Manager/Assistant Store Manager
Massage Envy Spa
11.2018 - 02.2021
Portuguese as a Second Language Teacher
VIVA BRASIL
10.2018 - 10.2019
Au Pair
AU PAIR CARE
01.2016 - 01.2018
English Teacher
Departament of Education in Saquarema
01.2014 - 01.2015
English Teacher
SEI ANGLO KINDENGARTERN AND ELEMENTARY SCHOOL
01.2013 - 01.2015
English Teacher
LAGOS DE SAQUAREMA EDUCATIONAL CENTER
01.2013 - 01.2015
Store and Sales manager
GRAUS SURFSHOP
11.2007 - 06.2012
Master of Arts - Educational Psychology
Candido Mendes University
Bachelor of Arts - Linguistics
Estacio De Sa University