ALINE P.
Mid-Level Support & Customer Experience Analyst
Open to offersNew to PlatformAbout
Aline P. is a highly skilled Support & Customer Experience Analyst based in São Paulo, Brazil. With a solid background in business administration, she has built extensive expertise in the B2B sector, particularly in enhancing customer experiences across multiple channels such as chat, email, phone, and social media. From 2013 to 2017, Aline honed her customer service skills in the restaurant industry, advancing from roles at Outback Steakhouse Ltda and others. In 2018, she transitioned to the tech and telecom sectors, working with companies like Nextel Telecomunicações Ltda, Teleperformance, Despegar, and Gol Linhas Aéreas. At Gol, she is responsible for process analysis and customer service, utilizing systems like GDS, SABRE, and ORACLE. Her track record includes reducing churn, generating leads, and increasing revenue through cross-selling and up-selling. Aline holds a degree in Business Administration from Faculdades Metropolitanas Unidas.
Experience
Support & Customer Experience Analyst
GOL Linhas Aéreas · 2021 — PresentProvided customer support via SAC while analyzing processes and stages, facilitating ticket issuance and cancellation, flight rescheduling, credit analysis, refunds, service sales, and B2B support using tools like GDS, SABRE, AMADEUS, ORACLE, and ADYEN.Support & Customer Experience Analyst Back Office
Despegar · 2020 — 2021Supported the Front Office in B2B customer service by analyzing processes and providing assistance across all areas, preventing and correcting potential service errors related to individual clients, travel agencies, and airlines. Utilized GDS, SABRE, AMADEUS, and ORACLE systems.Analyst Credit
Nextel Telecomunicações Ltda · 2018 — 2020Handled the receipt and verification of orders, conducted credit and documentation analysis for both individual and corporate clients, checked signatures and legal documents, assessed client size, and ensured accuracy in submitted documentation to prevent fraud utilizing tools like Serasa, Associação Comercial, and Acert-id. Managed client registration in the Single system and performed consultations with Crivo, Receita Federal, and Sintegra, deciding on credit approval or rejection using MAESTRO, SINGLE, and ORACLE systems.
Skills & Expertise
Education
- Bachelor's in Business AdministrationFaculdades Metropolitanas Unidas · 2013 — 2017
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