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Daniele Maia

Customer Experience Supervisor

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Intro
São Paulo, Brazil
Governance Specialist - Process Management and Customer Experience at Santander
linkedin.com/in/daniele-maia-araujo
Joined July 24, 2025

Skills

Languages

English
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Fluent
Portuguese
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Native or Bilingual
Spanish
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Fluent
French
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Intermediate
About
I'm a results-driven professional based in Brazil with over five years of experience in the technology and financial sectors, specializing in IT support, customer operations, and process improvement. I’ve worked in fast-paced and highly regulated environments such as Nubank and Santander, where I developed strong skills in remote troubleshooting, technical support, help desk operations, and security protocols. What I enjoy most is helping people solve problems through technology. Whether it's resolving login issues, setting up access for new users, or managing support workflows, I bring a calm, structured, and security-conscious approach to every interaction. I’m passionate about making systems work better for people and delivering clear, empathetic communication in every support situation. Interests: Remote IT support and system troubleshooting Cybersecurity and access management Tech-driven customer support Continuous process improvement Working in diverse and collaborative teams Strong Sides: Clear and effective communication across technical and non-technical teams Fast learner with a proactive mindset and attention to detail High integrity in handling sensitive data and user access Skilled in tools such as Zendesk, Jira, TeamViewer, Slack, Google Workspace, and SQL Strong organizational and documentation skills for ticket tracking and reporting I’m looking for a role where I can grow within a global, remote-first team, support users with excellence, and contribute to secure and efficient IT operations.
Experience
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Santander
Oct 2024 – Present
São Paulo
Governance Specialist - Process Management and Customer Experience
Provide support to internal users regarding operational system access, flows, and issue resolution. Collaborate with system administrators and IT teams to escalate access or platform issues. Maintain sensitive user records, complying with data privacy and internal security protocols. Analyze performance KPIs using tools like Google BigQuery, Sheets, and Power BI.
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Nubank
Oct 2021 – Apr 2023
São Paulo
Customer Service Supervisor (Remote Support & Quality Ops)
Led a remote team providing front-line support to customers and internal agents using digital platforms. Tracked and resolved technical support tickets via Zendesk, escalating platform or login issues when needed. Supported new agents during onboarding with system setup, email, and credentials. Managed documentation and compliance related to customer data access and troubleshooting logs.
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Nubank
Dec 2019 – Sep 2021
São Paulo
Senior Customer Experience Analyst
Delivered support to internal teams and customers by solving platform bugs, login errors, and connectivity issues. Partnered with Product and Engineering to improve systems and reduce support volume. Conducted root cause analysis using SQL and Looker to identify systemic issues.