Hi, I'm Lucas!
Brazilian, passionate about games, tv shows, writing and everything that can be shared through it. I love creating stories and pop culture. Currently transitioning into Design.
Let's get to know each other.
Immigration Consulting – Customer Support/Social Media Feb 2021 – Jul 2023
• Support and assist clients via chat, email, and phone;
• Enhance internal processes and implement best practices to improve customer satisfaction and team performance;
• Manage meetings, travel, and professional events;
• Ensure that processes are met/responded to within established deadlines to provide clients with effective assistance;
• Actively contribute to the development of company performance, objectives, key results, and projects.
• Developed and maintained a content calendar to ensure a consistent posting schedule, including daily, weekly, and monthly content plans.
• Social media content creation and management
• Audience engagement and community building
Regus/IWG Plc – Customer Success Representative May 2017 – Jan 2021
Experience
• Proactively manage customer relationships with personalized service, understanding their unique needs.
• Continuously monitor satisfaction, swiftly resolve issues, and seek improvement opportunities.
• Utilize data analysis to identify trends and enhance loyalty.
• Collaborate across teams for a positive customer experience, participating in skill development.
• Support the implementation of customer service excellence initiatives, actively contributing to company growth and success.
Hercus Hostel – Front Desk Supervisor Aug 2013 – Oct 2015
• Lead and supervise the reception or front desk team, ensuring efficient and courteous service.
• Train and motivate the team to provide exceptional service, manage reservations, and resolve customer issues promptly.
• Coordinate with other departments to ensure a positive customer experience and monitor performance indicators.
• Conduct employee evaluations and contribute to strategic planning.
• Welcome clients, visitors, and handle phone calls, providing accurate information.
• Manage reservations, receive mail, and maintain an organized reception area.
Education
2022
UX Design - Google Certificate & Alura
2020
Filmmaking - Academia Internacional de Cinema
2018
Screenwriting - Academia Internacional de Cinema
2018
Archictecture & Urbanism - Universidade Estácio de Sá
Tools
Figma, Sketch, Adobe XD, Adobe Photoshop, Adobe Illustrador, Miro, Notion, Trello, Canva, Zendesk.
Skills
UX and UI Design, User Research, User Personas & Journeys, Usability Testing, User Centered Design, Design Thinking, Interaction Design, Prototyping, Content Creation, Social Media Management, Audience Engagement, Data Analytics, Community Building, Content Strategy, Creative Writing, Screenwriting.