Summary

Work experience

• Customer Service Specialist | Community Manager | Localization specialist

  Transjoint LTDA

  2023.02-Current

  (4 years)

  Customer support agent, focused on digital games, community management, and localization. Responsible for working on the company's own platform, with the support of Feishu, WeChat, ConnectNow, WhatsApp, Facebook Meta Business Suite, Google Play Store, and App Store. 1. Responsible for collecting, analyzing, and providing solutions to player problems. Responsible for connecting players and the studio (development), reporting game bugs, and providing feedback to players when necessary. Support is provided through the company's own platform (ticket system), via Discord (server ticketing system), by phone, and through the Facebook Business Suite. 2. Community management, especially on Discord (Marvel Rivals and Identity V). Responsible for collecting player feedback, answering questions, and moderating server chats. Responsible for reporting game bugs and adjusting the server (rules, blocking words and expressions, creating channels, etc.). Also responsible for distributing prizes, CD-KEYS, and Nitro rewards. Also responsible for moderating Reddit and X forums, and official Facebook pages. Cooperation with the following projects: Bleach: Immortal Soul, One-Punch Man Road to Hero 2.0, Refantasia: Charm and Conquer, Isekai: Demon Waifu, Isekai: Slow Life, Cross Summoner R, from the company Oasis Games/Natasky/Mars Games. Cooperation with the following projects: Marvel Rivals and Identity V (NetEase). Participation in the following Beta periods as a tester: Marvel Rivals (Alpha, Closed Alpha, Closed Beta).
• Customer Service Specialist

  Century Game 点点互动

  2020.02-2025.09

  (6 years)

  Customer support agent in the digital games industry, using HelpShift, Asana, and Zendesk tools. Responsible for receiving, analyzing, and providing practical solutions to player issues related to gameplay, payments, accounts, and general bugs. Documentation of game bugs, reporting and interaction with the studio for their repair, and providing feedback to players. Working on the following projects: Devil Hunter: Eternal War, Dragonscapes Adventure, Idle Mafia, Idle Courier Tycoon, Family Farm, Among Gods RPG Adventure, Awaken: Chaos Era, Whiteout Survival, Frozen City Tycoon, Family Farm Adventure, Valor Legends Idle RPG, Tasty Travels (Food and Travel), Bingo Aloha, Dig-Dig Rush, Family Farm Seaside, and Wartide (formerly known as Misty Dawn Survival). Participation in Beta periods as a game tester: Awaken: Chaos Era, Dig-Dig Rush, and Wartide (formerly known as Misty Dawn Survival).
• ESL Teacher

  Legend Education Online

  2020.07-2022.03

  (2 years)

  Online English teacher, teaching children, teenagers, adults, and seniors, including Chinese migrants to Canada. The material used in the classes was Californian.
• Leader Teacher

  MyGym Children's Fitness Center

  2013.02-2020.02

  (7 years)

  Lead Professor. Responsibilities include: 1. Interviewing, selecting, hiring, training, and conducting post-training check-ins with new professors. 2. Leading classes for parents and children, maintaining the high quality and international standards of the franchise. 3. Visiting 8 centers in Shenyang city, verifying the quality of classes, their compliance with Beijing HQ guidelines, reviewing classes, and improving professors' understanding. 4. Reporting performance reports directly to the company's board of directors and CEO.

Educational experience

• Pontifícia Universidade Católica de Minas Gerais

  Information Technology

  2006.02-2012.07

  (6 years)

  The Information Systems course focuses on the use of technology, software, and data to support organizations and improve business processes. Students learn about programming, databases, systems analysis, information security, and project management, developing both technical and problem-solving skills to design and manage information systems.

Languages

Certificates