Izabella is available for hire

Izabella de Jesus

Verified Expert in Project Management

Project Manager

Buenos Aires, Argentina

Toptal member since January 20, 2025

Expertise

Jira Project Management Agile Project Management

Bio

Izabella is an experienced customer service professional with a proven track record of delivering exceptional support and fostering positive customer experiences. Over the past few years, she has honed her skills in resolving customer issues efficiently, always striving to exceed expectations. Fluent in Portuguese, Spanish, and English, Izabella can connect with diverse customer bases and adapt communication styles to meet their unique needs.

Expertise

Atlassian
Excel 2016
Google Meet
Jira
Live Chat
Microsoft Word
PDF to Excel
Slack

Work Experience

Customer Service Specialist

2023 - 2024

Itelvo

Handled complex inquiries, managing high-pressure situations, and building trust through transparent and efficient communication.
Provided multilingual technical support for online gaming platforms, ensuring smooth user experiences across Portuguese, Spanish, and English-speaking customers.
Diagnosed and resolved technical issues related to account management, transactions, and gameplay.

Project History

Data Analytics Dashboard for Performance Monitoring

Increased operational efficiency by 40% by creating a real-time data analytics dashboard that enabled proactive decision-making across teams.

This project involved designing and implementing an interactive dashboard to centralize key performance indicators (KPIs) for various departments. I leveraged tools like Microsoft Power BI and Python to process large datasets and present insights through user-friendly visualizations. The dashboard provided actionable intelligence, reducing reporting time by 70% and empowering managers to address issues before they escalated.

Customer Service Management System

Reduced average customer response time by 30% by implementing a ticket management system that automated the prioritization and distribution of requests.

I developed and implemented a comprehensive solution to manage customer service requests, using Agile methodologies to map processes. I integrated the system with internal communication tools, including Slack and email, enabling automated notifications and real-time performance metric analysis. According to post-service feedback surveys, the solution improved customer satisfaction by 20%.

Gamified Educational Platform

Led the design and implementation of an e-learning platform that increased user engagement by 50% through gamification elements.

I planned and managed all project stages, including requirements gathering, interface design, and back-end development. The platform was designed to focus on usability and accessibility, featuring mechanics like scoring, challenges, and rewards to encourage continuous user interaction. It also included integrated functionalities such as progress tracking and instant feedback to enhance the learning experience.

Skills

Tools

Microsoft Word, Excel 2016, Zoom, Slack, Jira, Atlassian, Microsoft Power BI

Paradigms

Agile

Other

Portuguese, PDF to Excel, Google Meet, AI Ethics, Live Chat, Customer Support, Python, Customer Service

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