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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in improving customer service processes and journey mapping, with a strong focus on operational model design and performance analysis. Capable of translating customer experience insights into actionable operational changes.
Highest-signal resume keywords
Customer Service ImprovementJourney MappingOperating Model DesignPerformance Indicator AnalysisService Design
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Process ImprovementRoot Cause AnalysisCapacity AnalysisService Level Agreement (SLA) AssessmentPerformance Tracking
Soft Skills
Analytical ThinkingProblem SolvingCommunication
Industry Keywords
Customer ExperienceConcierge ServicesInsurance Operations
About the role
Key responsibilities & impact- Investigate customer needs and diagnose customer service journeys and processes
- Identify the root causes of failures, rework, delays, and gaps between channels and teams
- Connect the customer experience to the activities, people, and systems that support the service
- Design the future operating model, including roles, responsibilities, decision-making authority, and interfaces
- Assess volumes, capacity, SLAs, and criteria for routing and escalating service requests
- Define performance indicators and support implementation, user validation, and results tracking
Requirements
What you’ll need- Experience in improving customer service or service delivery processes, journey mapping, and operating model design
- Ability to analyze capacity, performance indicators, and service levels
- Ability to translate customer experience diagnoses into feasible operational changes
- Preferred: experience in service design
- Preferred: experience structuring concierge services
- Preferred: experience with specialized customer service
- Preferred: experience in insurance company operations
Benefits
Comp & perks- Engagement through a cooperative model
- People Hub – Benefits Club
- Home office allowance provided on a prepaid card with an unrestricted balance category, usable wherever you choose
- TDI – Temporary Disability Benefit
- Birthday day off – after all, it’s a day to celebrate!
- Anywhere Office – work wherever you feel most comfortable
- TotalPass
- Training and certifications
- Colab+ package, including access to WellHub, Avus, Starbem, and Dasa +saúde