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Simone S. — Mid-Level Customer Support Quality & Training Analyst from Brazil

Simone S.

Mid-Level Customer Support Quality & Training Analyst

Brazil 6+ years
Open to offersNew to Platform
Languages
EnglishPortuguese
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About

Simone S. is an experienced Training & Development and Quality Analyst based in São Paulo, Brazil, with a track record in customer support operations, performance improvement, and team development across the financial services, e-learning, and hospitality sectors. At Santander Bank, she delivered technical and operational training, provided structured feedback, and supported process integration during a major bank merger. At English Live, she designed and delivered training for customer support and retention, developing materials and onboarding programs. Her international experience in Australia involved onboarding, operations management, and compliance in hospitality roles, further strengthening her process improvement and cross-cultural communication skills. Simone holds degrees in Pedagogy and Business and advanced certificates in business and hospitality.

Experience

  • Operations / Training Support / Hospitality Roles

    International Experience – Australia · 2015 — 2024
    Trained and onboarded new employees in dynamic environments, ensuring adherence to operational procedures and quality standards. Managed inventory, suppliers, and operational processes while enhancing teamwork, adaptability, and cross-cultural communication skills.

  • Training & Quality Analyst – Customer Support & Retention

    English Live (Brazil) · 2012 — 2015
    Designed and implemented training programs for customer support and retention teams, along with creating training materials and operational guides. Conducted evaluations of performance and held coaching sessions to address identified skill gaps while implementing targeted training solutions. Focused on enhancing customer experience through ongoing team development.

  • Quality & Training Analyst

    Santander Bank (Brazil) · 2004 — 2012
    Delivered operational and technical training for customer service teams while monitoring calls to evaluate performance against quality standards. Provided structured feedback and coaching aimed at enhancing team performance and supported the onboarding and development of new analysts. Standardized processes to ensure adherence to internal policies and contributed to process integration amid the merger of Banco Real and Santander. Identified training needs through performance analysis and quality monitoring.

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