Matheus Felipe Gomes Calixto
Customer Experience Analyst
Professional profile
Professional with experience in customer success, service, experience and the operations sector. Knowledge of the applicability of the Zendesk, Hubspot, Whatsapp Business and Jira platforms. I have a strategic, analytical profile and excellent communication skills. Experience in fintech for 2 years and in the startup environment for 5 years.
Work experience
At Rocketmat I was the main support person for the company's customers, answering calls by e-mail and chat.
Major achievement- Crisis management and alignment of expectations; - Daily experience with Artificial Intelligence processes applied to HR; - Implementation of support via Zendesk with the creation of macros and improvements to the customer experience; - Creation of playbooks and content for support;
At Solides I was responsible for managing a portfolio of more than 200 clients, tech touch and high touch.
Major achievement- Accompanying clients throughout their journey, ensuring that deliveries exceed the expectations they had when they hired our solutions; - Supporting clients on a long-term basis, having a journey of close contact with the client, acting as their day-to-day assistant;
At Coinext I was responsible for answering the chat and replying to emails, and I answered more than 500 tickets a day.
Major achievement- Directly responsible for customer contact and service, always seeking to resolve queries and requests quickly and effectively; - Capable of dealing with unforeseen events and crisis management; - B2C service and custome - - Ability to use support tools (Zendesk);
Education experience
Centro universitário de belo horizonte | Technological career
