Filipe (Jean santos) D.
Customer Support Agent
Experience
Dec 2024 - Present
9 monthsCustomer Support Agent
ActiveView
- Support publishers in the Google Ad Manager MCM environment, focusing on onboarding, performance monitoring, and retention.
- Collaborate with AdOps, Product, and Compliance teams to resolve escalations and ensure SLA compliance.
- Coordinate responses during critical incidents, keeping communication clear and timely.
- Lead an internal English practice program to improve cross-team communication and collaboration.
- Contribute to process improvement initiatives that streamline operations.
Jan 2023 - Apr 2024
1 year 4 monthsUnited States
Account Manager
Claim Logistics LLC
- Managed client accounts across phone, email, and text for auto insurance claims in 49 states.
- Reviewed and validated claim documentation, billing, and rebuttals, ensuring compliance and accuracy.
- Delivered post-sale support, strengthening client retention and reducing delays in claim processing.
- Acted as the primary point of contact, maintaining consistent client communication and service delivery.
Jan 2022 - Jan 2023
1 year 1 monthUnited States
Customer Service Specialist
Acesso Master
- Provided multi-channel support for technical and service-related inquiries.
- Scheduled field visits, assigning tasks based on technician expertise and coverage.
- Produced detailed reports on call volume, marketing, and payouts, improving operational visibility.
- Managed logistics for equipment orders and shipments.
- Represented the company in B2B meetings with partners and clients.
Feb 2020 - Aug 2021
1 year 7 monthsBrazil
Back Office Coordinator
Academy Class
- Coordinated operations for commercial and support teams across Brazil, the Philippines, and Georgia.
- Managed reporting, scheduling, and case tracking for daily operations.
- Trained and onboarded new employees, providing performance feedback and coaching.
Feb 2017 - Feb 2019
2 years 1 monthBrazil
Legal Assistant
Kauling e Melo Advogados Associados
- Assisted attorneys by drafting legal documents, contracts, and client communications.
- Maintained case records, ensuring accurate documentation and compliance with deadlines.
- Acted as client liaison, managing inquiries and scheduling meetings.
Mar 2013 - May 2015
2 years 3 monthsBrazil
Director’s Secretary
Universidade Federal de Santa Catarina
- Coordinated scheduling, room allocation, and event logistics for the Director’s office.
- Handled internal and external communications, ensuring smooth information flow.
- Organized and maintained records, reports, and official documentation.
Jan 2013 - Nov 2015
2 years 11 monthsBrazil
Assistant English Teacher
Yázigi
- Supported lesson planning and taught English to children, teens, and adults.
- Adapted communication style to different age groups and learning needs.
- Facilitated classroom activities that improved student engagement and language skills.
Jul 2010 - Sep 2012
2 years 3 monthsBrazil
Administrative Apprentice (HR/Admin)
Cassol Centerlar
- Provided support to HR and administrative teams, including scheduling and documentation.
- Assisted with staff requests, payroll documentation, and onboarding support.
- Gained early experience in office operations and employee coordination.
Summary
Customer Support and Operations professional with international and remote experience across SaaS, AdTech, and service industries. Skilled in client communication, case management, SLA compliance, and cross-functional collaboration. Experienced in onboarding, performance monitoring, reporting, and process improvement. Known for clear communication, structured execution, and supporting global teams in high-volume environments.
Languages
Portuguese
NativeEnglish
AdvancedSpanish
IntermediateEducation
University of the People
Bachelor of Business Administration · Business Administration · Pasadena, United States
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