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I'm a customer-focused professional with over 5 years of experience supporting global clients in technology and aviation. I excel at troubleshooting, problem-solving, and building meaningful customer relationships through phone, email, and chat support. I collaborate with cross-functional teams to identify trends to improve processes and ensure positive customer experiences. During a parental career break since September 2023, I completed a Higher Diploma in Art & Design and am pursuing Digital Marketing studies. I also established an at-home bakery, developing customer service, digital marketing, photography, and social media skills, while volunteering in the community by planning and facilitating art-based workshops. I am passionate about helping customers succeed and delivering world-class service.…I'm a customer-focused professional with over 5 years of experience supporting global clients in technology and aviation. I excel at troubleshooting, problem-solving, and building meaningful customer relationships through phone, email, and chat support. I collaborate with cross-functional teams to identify trends to improve processes and ensure positive customer experiences. During a parental career break since September 2023, I completed a Higher Diploma in Art & Design and am pursuing Digital Marketing studies. I also established an at-home bakery, developing customer service, digital marketing, photography, and social media skills, while volunteering in the community by planning and facilitating art-based workshops. I am passionate about helping customers succeed and delivering world-class service.

Denise Penteado

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I'm a customer-focused professional with over 5 years of experience supporting global clients in technology and aviation. I excel at troubleshooting, problem-solving, and building meaningful customer relationships through phone, email, and chat support. I collaborate with cross-functional teams to identify trends to improve processes and ensure positive customer experiences. During a parental career break since September 2023, I completed a Higher Diploma in Art & Design and am pursuing Digital Marketing studies. I also established an at-home bakery, developing customer service, digital marketing, photography, and social media skills, while volunteering in the community by planning and facilitating art-based workshops. I am passionate about helping customers succeed and delivering world-class service.…I'm a customer-focused professional with over 5 years of experience supporting global clients in technology and aviation. I excel at troubleshooting, problem-solving, and building meaningful customer relationships through phone, email, and chat support. I collaborate with cross-functional teams to identify trends to improve processes and ensure positive customer experiences. During a parental career break since September 2023, I completed a Higher Diploma in Art & Design and am pursuing Digital Marketing studies. I also established an at-home bakery, developing customer service, digital marketing, photography, and social media skills, while volunteering in the community by planning and facilitating art-based workshops. I am passionate about helping customers succeed and delivering world-class service.

Available to hire

I’m a customer-focused professional with over 5 years of experience supporting global clients in technology and aviation. I excel at troubleshooting, problem-solving, and building meaningful customer relationships through phone, email, and chat support. I collaborate with cross-functional teams to identify trends to improve processes and ensure positive customer experiences.

During a parental career break since September 2023, I completed a Higher Diploma in Art & Design and am pursuing Digital Marketing studies. I also established an at-home bakery, developing customer service, digital marketing, photography, and social media skills, while volunteering in the community by planning and facilitating art-based workshops. I am passionate about helping customers succeed and delivering world-class service.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Work Experience

Parental Career Break – Professional Development at Self-Directed

September 1, 2023 - Present

During parental career break, completed a Higher Diploma in Art & Design, began Digital Marketing studies, established an at-home bakery, and volunteered in the community by planning and facilitating art-based workshops and sharing entrepreneurial insights.

Developer Operations Policy Analyst at Accenture

May 1, 2022 - May 31, 2023

Delivered user’s support by reviewing user and developer reports, analysing issues, and resolving cases with accuracy and empathy. Communicated complex policy issues clearly, ensuring users and developers understood solutions. Troubleshot issues across apps and platforms, escalating critical cases when necessary. Resolved complex issues with a high level of accuracy. Collaborated with cross-functional teams to ensure customer issues were resolved quickly and effectively. Partnered with the Quality Team to ensure new employees adhered to guidelines and accuracy standards.

Contract - Customer Support at Black Square Inc.

January 1, 2021 - January 31, 2022

Delivered after-sales support on e-commerce platforms using Salesforce and Magento, ensuring a seamless customer experience. Escalated quality issues to the Sales and Quality teams, contributing to faster resolution and improved service standards. Coordinated with warehouses and couriers to manage order status, amendments, and timely deliveries. Responded to customer inquiries promptly via multiple channels, maintaining high satisfaction and engagement. Assisted customers in navigating the website, providing guidance and resolving general questions with empathy and efficiency.

Developer Operations Policy Analyst at Accenture

January 1, 2018 - December 31, 2018

Bilingual Customer Service Representative at IBM Brasil

September 1, 2011 - July 31, 2015

Managed major accounts for clients including Bank of America, Kaiser, Verizon, and Morgan Stanley, ensuring seamless post-sales processes. Oversaw commercial contract validation between IBM and North American clients. Provided support to Sales teams and end clients, strengthening client relationships. Created and delivered training materials for onboarding new employees.

Personal Assistant to CEO & International Liaison at Flyer Aviation & Aerospace

July 1, 2009 - September 30, 2011

Managed the CEO’s agenda, travel, and executive meetings. Translated aircraft manuals and organized technical workshops with pilots to enhance knowledge of new aircraft systems. Acted as a liaison for international stakeholders, ensuring smooth communication across departments. Supported collaboration between sales, after-sales, and procurement teams.