Érika Signorini Lima
Atlanta,GA
Summary
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
17
17
years of professional experience
Work History
Customer Support Specialist
MTech Systems
07.2024 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Advocate for customers by providing continuous feedback to internal teams such as Product, Engineering, Implementation, Support, and Sales
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.
- Initiated regular review meetings to assess support strategies, leading to continuous improvement in service quality.
- Generated reports to track performance and analyze trends.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Experience with platforms like DevOps, TFS, Wrike
Mobile Application Tester
MTech Systems
01.2023 - 06.2024
- Assisted in the creation of detailed defect reports that facilitated quick resolution of identified issues during development cycles.
- Prioritized critical issues by conducting risk-based testing, ultimately reducing time-to-market for new releases.
- Contributed to successful product launches by performing compatibility testing across multiple devices and platforms.
- Streamlined testing processes by creating reusable test scripts and maintaining a well-organized repository, increasing overall efficiency and productivity.
- Mitigated potential customer dissatisfaction by rigorously executing regression tests after every code change prior to release deployment.
- Collaborated with cross-functional teams to streamline communication and ensure timely delivery of high-quality products.
- Enhanced user experience by meticulously testing mobile applications for functionality and usability.
- Communication and cooperation between developers and Product Owner. · Collaborate and effectively communicate with internal departments · Planning and organizational skills. · Analytical skills, and proficiency with technical environments. · Train users and coworkers to use M-Tech’s systems and applications
Business Intelligence Analyst
MTech Systems
04.2021 - 12.2022
- Participated actively in stakeholder meetings, presenting data-driven insights and recommendations to support business growth initiatives.
- Conducted deep-dive analyses into market trends to support strategic planning.
- Standardized best practices in report generation across departments to ensure consistency in presentation formats as well as analysis methodologies employed.
- Evaluated BI tool options, selected best-fit solutions based on cost-benefit analyses, ensuring optimal return on investment.
- Conducted regular data quality audits to maintain high standards of accuracy and reliability in reporting.
Technical Support Representative - Latin America
MTECH SYSTEMS
07.2018 - 03.2021
- Serve as systems expert for MTech software supporting customers from Latin America on MTech applications (Protein, Amino, Grower App and Scheduler service) with installations, doubts and issues.
- Protein Report analysis and support (Report Builder). Work with database updates and restoring process. Identify bugs on the application Protein/Amino, register them on TFS or DevOps pages and Test the solutions.
- Talk with latin american customers to understand the issues and request the appropriate support for each situation.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Offered remote support for cloud-based and web-based clients via phone, email, and chat.
Financial Analyst
GATESEVEN CONSULTORIA - SERVIÇOS ESPECIALIZADOS DE ESCRITÓRIO E APOIO ADM. LTDA – EPP
04.2012 - 08.2017
- Performing a financial routine, tracking receipts and payments, reconciliation with bank statement with analysis and closing of the cash flow, launch of expenses in information systems. Preparation of management reports, control of accounts payable and receivable. Daily use of MS Office tools with advanced experience in preparing Excel spreadsheets for decision making.
- Conducted detailed financial analysis to identify and evaluate changes in operations, trends and potential areas of improvement.
- Streamlined financial reporting for better decision-making with clear, concise analysis and presentation.
Financial Assistant
EMPRESA TEJOFRAN DE SANEAMENTO E SERVIÇOS LTDA
09.2011 - 03.2012
- At Tejofran, I worked in the financial area focusing on the supplier notes controlling and importing the information into the company's system, as well as filing these documents. I also worked with the administrative routines, creating excel spreadsheets.
- Reconciled statements and accounts and resolved variances.
- Supported clients'' needs by providing timely responses to inquiries regarding account status or transactions processed.
- Supported executives by conducting research, reporting and documentation.
Administrative Assistant
CIA DE SANEAMENTO BÁSICO DO ESTADO DE SÃO PAULO – SABESP
06.2008 - 06.2010
- At Sabesp I worked with files control and spreadsheet manipulation, creating dossiers about the services provided by third parties and the lease agreements control in general.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Education
Career: Financial Management -
Centro Universitário Antônio Eufrásio De Toledo
Sao Paulo, Brazil12-2015
College of Languages And Literature - Portuguese and English
Universidade Do Oeste Paulista – UNOESTE
Sao Paulo, Brazil12-2012
Skills
- Poultry Industry knowledge
- Customer service and Analytical skills
- Problem-solving ability
- Develop and document customer business requirements
- Advanced Excel management (creation of excel spreadsheets and management reports);
- Customer relationship management (CRM)
- Data entry
- Ticket management
- Live chat support
- Customer response
- Technical troubleshooting
- Customer service excellence
- Team collaboration
- Remote support tools
LANGUAGES
Portuguese
Spanish
English
Timeline
Customer Support Specialist
MTech Systems
07.2024 - Current
Mobile Application Tester
MTech Systems
01.2023 - 06.2024
Business Intelligence Analyst
MTech Systems
04.2021 - 12.2022
Technical Support Representative - Latin America
MTECH SYSTEMS
07.2018 - 03.2021
Financial Analyst
GATESEVEN CONSULTORIA - SERVIÇOS ESPECIALIZADOS DE ESCRITÓRIO E APOIO ADM. LTDA – EPP
04.2012 - 08.2017
Financial Assistant
EMPRESA TEJOFRAN DE SANEAMENTO E SERVIÇOS LTDA
09.2011 - 03.2012
Administrative Assistant
CIA DE SANEAMENTO BÁSICO DO ESTADO DE SÃO PAULO – SABESP
06.2008 - 06.2010
Career: Financial Management -
Centro Universitário Antônio Eufrásio De Toledo
College of Languages And Literature - Portuguese and English
Universidade Do Oeste Paulista – UNOESTE
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