Daiana Viana

Experienced Customer Support Analyst Driving Seamless Client Experiences

Professional Overview

Daiana Viana is an accomplished Customer Support Analyst with a demonstrated history of delivering exceptional client service and driving operational improvements. With a strong background in customer success, social media management, and communication, she excels at understanding client needs, troubleshooting complex issues, and implementing effective solutions to enhance customer satisfaction.

Experience Summary

Current Role

Analista de suporte ao cliente, CarpeDiem Homes (2024-10-01 to Present)

• Serves as a trusted point of contact for clients, providing comprehensive support and resolving inquiries in a timely and efficient manner

• Collaborates cross-functionally to identify and address pain points, implementing process improvements to streamline support operations

• Analyzes customer feedback and usage data to develop targeted strategies for enhancing the overall client experience

• Contributes to the development of training materials and knowledge base resources to empower the customer support team

Career Progression

Analista de Sucesso do Cliente, Concentrix (2020-03-01 to 2024-04-01)

• Managed a portfolio of high-profile clients, ensuring exceptional service delivery and driving customer satisfaction

• Implemented proactive outreach initiatives to foster strong client relationships and anticipate emerging needs

• Collaborated with cross-functional teams to develop and execute strategic plans for account growth and retention

Gestora de Mídias Sociais, Campanha Eleitoral para Deputado Federal (2018-08-01 to 2018-10-01)

• Developed and executed a comprehensive social media strategy to engage with constituents and promote the candidate's campaign

• Leveraged data-driven insights to optimize content and advertising, resulting in increased reach and engagement

Estagiário em Assessoria de Comunicação, Tribunal Regional Eleitoral do Ceará (2016-07-01 to 2017-01-01)

• Supported the communication team in crafting press releases, managing media relations, and organizing public events

• Gained valuable experience in strategic communication, stakeholder engagement, and event planning

Academic Background

Bachelor of Arts in Communication, Universidade Federal do Rio Grande do Norte (2012-2016)

• Graduated with Magna Cum Laude distinction

• Participated in various campus organizations, contributing to the university's student life and community engagement

Areas of Expertise

• Customer service and support

• Client relationship management

• Social media strategy and content creation

• Communication and public relations

• Problem-solving and process improvement

• Stakeholder engagement and collaboration

Professional Impact

• Consistently exceeded client satisfaction and retention targets, contributing to the overall growth and success of the organizations she has served

• Recognized for her exceptional communication skills and ability to translate complex technical information into easily understandable language for clients

• Demonstrated a proven track record of driving operational efficiencies and implementing innovative solutions to enhance the customer experience

Conclusion

With a diverse background in customer support, social media management, and communication, Daiana Viana is poised to make a significant impact in her current role at CarpeDiem Homes. Her unwavering commitment to client satisfaction, collaborative approach, and adaptability to changing needs make her a valuable asset in the customer service industry.