Mayara da Cunha Carvalho
Vancouver,Canada
Summary
Driven professional with a proven track record at Kyndryl, enhancing Customer Service for more than 5 years. Expert in Salesforce and CRM software, demonstrating exceptional analytical skills and teamwork. Achieved significant improvements in client onboarding processes and customer service delivery, leveraging goal-oriented strategies for optimal results.
Overview
2
2
years of professional experience
Work History
Customer Success Analyst
ValePay
09.2023 - 10.2024
- Responsible for preparing clients to make the best use of what the company has to offer.
- Monitoring the recognition, implementation, and effectiveness of services/products through onboarding.
- Creating and presenting reports to keep clients informed of their current status and future direction.
- Identifying gaps in understanding the use of the company's tools, systems, and products and proposing facilitating solutions.
- Monitoring and analyzing customer feedback
- Acting as a liaison between customer feedback and the developers/operations/delivery of the company's products or services,
Senior Assistant, Systems Administration
Kyndryl
02.2023 - 03.2023
- Develop and manage employee schedules, balancing individual requests and requirements with business needs
- Address customer concerns, working with the manager and team leader to significantly increase customer satisfaction
- Supervise and evaluate the team to help them improve their skills, and achieve daily goals
- Working closely with management to provide effective assistance for specific aspects of business operations
- Collect and input data into the schedule board in the accounting system and make corrections in the employee time tracking system
Customer Service Representative
Kyndryl
05.2022 - 02.2023
- Advising and guiding the client on the use of a wide range of products, offers, and services
- Following a standard call flow and issue handling processes (with or without a script), verifying authorization, performing issue determination, resolving and closing the problem or escalating the incident record to the appropriate support level
- Supporting the customer by answering questions and responding to customer requirements
- Guiding the customer, advising on possible resolutions and implementations
Education
Diploma of Business Administration -
Ilac International College
Vancouver, BC10-2025
Bachelor of Law -
Esamc - Escola Superior De Adm, Comunicação E Marketing S/C LTDA
Campinas, São Paulo07.2019
Skills
- Goal-Oriented
- Analytical mindset
- Excellent Communication
- CRM Software
- Client onboarding
- Customer Service
- Teamwork and Collaboration
- Salesforce expertise
Languages
English
Full Professional
Portuguese
Native or Bilingual
Timeline
Customer Success Analyst
ValePay
09.2023 - 10.2024
Senior Assistant, Systems Administration
Kyndryl
02.2023 - 03.2023
Customer Service Representative
Kyndryl
05.2022 - 02.2023
Diploma of Business Administration -
Ilac International College
Bachelor of Law -
Esamc - Escola Superior De Adm, Comunicação E Marketing S/C LTDA
Similar Profiles
Ivan LinIvan Lin
Volunteer at AMS Food BankVolunteer at AMS Food Bank
Yetunde Precious AsaoluYetunde Precious Asaolu
Independent Research and Writing (Mental Health) at Independent / Self DirectedIndependent Research and Writing (Mental Health) at Independent / Self Directed
Philip Raymond LimPhilip Raymond Lim
Furniture Purchasing Director at Bella Virtual StagingFurniture Purchasing Director at Bella Virtual Staging
Panamvir BenipalPanamvir Benipal
Grocery Associate at WalmartGrocery Associate at Walmart
Khang SharpKhang Sharp
Customer Success Analyst at GuidehouseCustomer Success Analyst at Guidehouse