Customer Service & Operations Leader with Multilingual Expertise

LARISSA LIMA MATHEUS

Orlando, FL ***** +1-407-***-**** *********@*****.***

www.linkedin.com/in/larissa-la230a1243

PROFESSIONAL SUMMARY

Customer Service and Operations Leader with 14 years of progressive experience in call center operations, customer experience, quality assurance, and team leadership. Proven ability to drive KPIs, improve customer satisfaction, and lead multicultural teams in high-volume B2B and B2C environments. Strong background in CRM systems, administrative support, and conflict resolution. Multilingual professional committed to customer-centric solutions.

CORE COMPETENCIES

Customer Service & Call Center Operations (Inbound/Outbound)

Customer Experience (CX) – B2B & B2C

Quality Assurance (QA) & Compliance

KPI Management (AHT, SLA, NSAT, DSAT)

Team Leadership & Coaching

Escalation Management & Conflict Resolution

CRM Systems (Salesforce, Microsoft Dynamics, AVAYA, Genesys)

Data Analysis (Excel, Tableau)

Training & Onboarding

Multilingual Support (English, Portuguese, French, Spanish)

PROFESSIONAL EXPERIENCE

Customer Service Supervisor (Bilingual) – Ford Account TTEC 2023–2024

Improved customer satisfaction by 10% through targeted coaching

Resolved 95% of escalated cases within SLA

Reduced AHT through workflow optimization

Customer Service Supervisor (Trilingual) – U.S. Consulate & HP TTEC 2015–2022

Managed team of 20+ agents with 90%+ satisfaction scores

Reduced attrition through engagement strategies

Improved QA scores

Operations Supervisor – Netflix TTEC 2013–2015

Reduced DSAT by 10%

Led onboarding and training programs

Quality Analyst – Netflix TTEC 2011–2013

Maintained 98% QA compliance

Developed performance improvement plans

Customer Service Representative – Meliá Hotels 2009–2011

Handled high-volume calls with 95% satisfaction

Managed international reservations

EDUCATION & CERTIFICATIONS

Postgraduate – Digital Marketing Management (2023)

Bachelor’s – Executive Assistant (2015)

Scrum Fundamentals Certified (2022)

Agile Project Management (2022)

LANGUAGES

Portuguese (Native) English (Conversational) French (Conversational) Spanish (Basic)

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