Sandra Penha

Sandra Penha Bilingual Customer Support Analyst | Customer Success | CX | Technical Support ■ Recife, Pernambuco, Brazil ■ +55 - | ✉■-■ www.linkedin.com/in/sandra-penha-b429044a Professional Summary Customer Support professional with 8+ years of experience providing bilingual service (English and Spanish) across multiple industries, including e-commerce, SaaS platforms, financial services, and call centers. Skilled in handling email, chat, and phone support with a strong focus on customer success, technical troubleshooting, CRM tools, and retention strategies. Proficient in HTML, CSS, and Salesforce basics, with proven ability to collaborate with developers, suggest platform improvements, and ensure seamless onboarding for users. Recognized for empathy, problem-solving, and adaptability in remote work environments. Professional Experience DMA Ecommerce Solutions LLC – Customer Success Analyst (Dec 2023 – Jun 2025 (1 yr 7 mos)) - Supported users (students/mentees) during onboarding, verifying documentation and approvals in the system. - Provided customer support via WhatsApp, assisting with login, data input, and platform navigation. - Reported bugs and suggested improvements directly to developers using ClickUp. - Tested new features to ensure proper functionality before release. - Guided users through store integration with Shopify order-processing applications. - Maintained constant communication in English and Spanish with international partners. - Tools: WhatsApp, Google Sheets, Gmail, Shopify, ClickUp. Upwork (Freelance) – Customer Support & Order Management (Oct 2023 – Feb 2024) - Managed e-commerce support tickets and customer inquiries. - Responded to customers via email and chat in Portuguese, English, and Spanish. - Used Trello, Zendesk, Jira, Freshdesk, HubSpot, WooCommerce, WordPress, Shopify, Asana, Movidesk, Slack, Zoom, Google Workspace. - Performed mobile app and game testing. Upwork (Freelance) – Brazilian Customer Representative / Chat Support (Jul 2017 – Jun 2021 (4 yrs)) - Handled customer tickets for e-commerce stores via email, chat, chatbot, and social media. - Assisted with customer experience improvement and issue resolution. - Monitored workflows and task management using Trello. Neobpo – Customer Support / Call Center (Sep 2016 – Nov 2017 (1 yr 3 mos)) - Provided inbound customer service and retention for clients such as Nextel and Neoenergia. - Used SAP system to manage customer data and resolve issues. Grupo Travelex Confidence – Currency Exchange Analyst (Oct 2010 – Dec 2012 (2 yrs 3 mos)) - Supported customers at Recife Airport branch for foreign currency exchange. - Sold international cards (Visa Travel Money) and managed checks, invoices, and daily cash closing. Facilita Promotora – Sales Promoter (Apr 2008 – Aug 2008 (5 mos)) - Promoted financial products such as personal loans and credit cards. CSU Digital – Call Center / Telemarketing (Jun 2006 – Feb 2008 (1 yr 9 mos)) - Inbound support for TIM (prepaid mobile services). Education - UNIASSELVI – Associate Degree, Systems Analysis and Development (2022 – 2024) - Trailhead by Salesforce – Salesforce Administration (2022) - Digital Innovation One – Web Development Specialization (2021) - Cisco Networking Academy – Fundamentals of Cybersecurity (2023) - Universidade Federal Rural de Pernambuco – Bachelor’s Degree in Consumer & Household Economics (2008 – 2014) Skills Customer Service & Support (Email, Chat, Phone, Retention, Order Management) CRM Tools: Salesforce, HubSpot, Zendesk, Freshdesk, Movidesk, Trello, ClickUp, Asana E-commerce: Shopify, WooCommerce, WordPress Languages: Portuguese (Native), Spanish (Fluent), English (Fluent – Full Professional) Technical: HTML, CSS, Jira, Slack, Google Workspace, Microsoft Office Certifications - Introduction to Customer Success - Introduction to Software Quality - Microsoft Power Platform Basics - Rural Health - Plugin Registration Basics