Neemias C.
Mid-Level Customer Experience Coordinator
Open to offersNew to PlatformAbout
Neemias C. is a seasoned Team Lead in Customer Experience (CX) and support, based in São Paulo, with over three years of hands-on leadership in multichannel service environments. Specializing in financial advisory and technology, Neemias coordinated blockchain and cryptocurrency support operations at Credsupport Financial Advisory Group, aligning operational processes with business goals and overseeing the adoption of the SWIFT payment system. At Cognizant, Neemias led a 26-person team for Google My Business within the tech industry, managing onboarding, continuous coaching, KPI monitoring, and performance reporting. With full professional proficiency in English and international experience in Ireland’s retail sector, Neemias combines Zendesk, advanced Excel, operational data analysis, and multichannel team management to optimize CSAT, NPS, SLA, and deliver measurable results across diverse business contexts.
Experience
Coordinator
Credsupport Financial Advisory Group · 2019 — 2023Implemented a new team focused on Blockchain and cryptocurrency solutions, aligning operations with business objectives. Managed strategic relationships with international clients and partners, serving as a liaison between stakeholders and directors. Organized weekly agendas and cross-functional meetings while translating key discussions to facilitate executive decision-making. Supervised the adoption of the SWIFT payment system, ensuring secure and compliant communication across financial institutions. Developed internal processes for customer support and partner communication, enhancing satisfaction and efficiency.Team Lead- Ops for Sales Team Operations
Cognizant · 2017 — 2018Oversaw a 26-person support and pre-sales team for Google My Business, delivering customer service excellence through phone and email channels. Managed onboarding and ongoing coaching, emphasizing phone etiquette, customer experience, and qualification techniques. Addressed escalated cases and empowered agents to resolve complex issues related to Google Business listings and technical errors. Ensured high customer satisfaction (CSAT >90%) through tailored assistance and process efficiency. Promoted Google Ads at the end of calls, qualifying clients for follow-up with certified specialists. Developed dashboards to track team KPIs (CSAT, AHT, conversion rate) and shared weekly performance reports with stakeholders. Focused on reducing agent attrition and enhancing performance consistency through leadership and data-driven initiatives.Process Specialist-Ops Trainer for Customer Service
Cognizant · 2016 — 2017Created and implemented structured training programs for customer service teams to align with company standards. Served as the official trainer responsible for the development and updating of SOPs (Standard Operating Procedures) and related documentation. Led onboarding and technical training for new employees, providing support during shadowing and nesting programs. Offered one-on-one coaching to enhance team members' communication skills, customer interactions, and sales techniques. Fostered a customer-centric mindset and improved tool proficiency through individualized guidance.Billing Specialist
Cognizant · 2015 — 2016Provided first-level support for Google AdWords, Google Analytics, and Google My Business, assisting customers with account setup and performance inquiries. Offered customer experience and technical support through phone, chat, and email for users in various countries, emphasizing satisfaction and clarity. Assisted in optimizing sales scripts and objection-handling techniques for the AdWords Express team, which contributed to enhanced conversion rates. Supported new hires during their training and shadowing, and participated in knowledge sharing activities. Analyzed customer feedback and contributed to the implementation of service improvements.Representative
Make it happen Foundation · 2014 — 2014Interacted with English-speaking customers in retail settings, promoting organizational initiatives and ensuring a positive customer experience. Utilized approaches in empathy, active listening, and objection handling to convey value and connect with diverse audiences. Maintained respectful and clear communication in high-traffic environments, contributing to customer satisfaction and the success of campaigns.
Skills & Expertise
Education
- Gestão Empresarial, EspecializaçõesFATEC Piracicaba · 2011 — 2013
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