Bruna Leticia Tavolaro De Castro

I am a Customer Success and Customer Support professional with over five years of experience in SaaS, e-commerce, and digital platforms, supporting clients across Australia, Europe, the US, and LATAM. I specialize in managing high-priority accounts, handling complex billing and account issues, driving retention, and identifying opportunities for upsell and sustainable growth. In my most recent role as VIP Customer Success Manager, I successfully prevented significant chargebacks, improved client satisfaction, and supported clients in increasing their investment in platform plans through proactive guidance and relationship-building. I am fluent in Portuguese, English, and Spanish, and experienced with tools such as Zendesk, Salesforce, Jira, Confluence, Slack, and internal CRMs. I lived in Australia for five years, where I also worked in the hospitality industry. This experience gave me strong interpersonal skills, resilience, and the ability to manage diverse client expectations in fast-paced, high-pressure environments. Working face-to-face with customers from different cultures strengthened my communication skills, empathy, and problem-solving abilities — qualities that I continue to apply in my Customer Success career. I am passionate about delivering exceptional customer experiences, turning feedback into actionable improvements, and helping both businesses and clients achieve measurable results. I am confident that my multicultural background and client-focused mindset would allow me to make a meaningful contribution to your team.