Iris Fernanda

Iris Fernanda da Silva Françoso Professional Objective To join a team dedicated to delivering integrated support, resolving requests swiftly and reinforcing customer loyalty through human-centered service. Professional Experience O MATUTO – Account Coordinator (Advertising) | September 2022 – May 2023 Managed relationships with branch managers and suppliers, ensuring alignment between expectations and deliverables through the formalization of clear briefs and budgets. Aligned client service efforts with marketing strategies, collaborating on the development of campaign assets consistent with the brand’s positioning and maintaining quality within budget constraints. IRON FIGHT SUPLEMENTOS – E-commerce Assistant | April 2021 – September 2021 Provided customer service via website chat, WhatsApp, and Mercado Livre, ensuring fast response times and delivering high-performing multichannel support. Applied best practices in order management and user assistance, contributing to customer loyalty and repeat purchases. ISABELA FLORES – Business Analyst | April 2016 – July 2018 Implemented customer service workflows in Zendesk, reducing average ticket resolution time and streamlining support operations. Managed both internal and external client relationships with a strong retention focus, fostering trust through clear and effective communication across Skype, WhatsApp, and email. Education UNIFAE - Bachelor’s Degree in Social Communication, major in Advertising- Certifications ●​ Inbound Marketing 2.0 | Rock Content University | Aug 2025 Modules: SEO, Customer Success, Buzz Marketing, E-mail Marketing, and Sales ●​ AI Skills | StartSe Academy | Jun 2025 Languages Wizard Language School Portuguese: Native English: Advanced Reading & Writing · Intermediate Speaking Spanish: Basic Key Competencies Hard Skills: Zendesk · Omnichannel Support · Order Management · Microsoft Office Suite · Complaint Handling Soft Skills: Clear Communication · Teamwork · Conflict Resolution · Proactivity · Active Listening