Provided support for incidents and user requirements in web/desktop systems (CRM/ERP/management systems). Managed tickets: registration, categorization, prioritization, tracking, and closure with traceable information (symptom, probable cause, solution/workaround). Performed fault diagnosis: verification of access, permissions, functional errors, validations, inconsistent data, configuration issues, and recurring errors. Escalated issues to development/implementation with technical details and reproducible steps; followed up until resolution. Provided user training: quick guides, workflow explanations, best practices, and error prevention. Collaborated in quality control: validated fixes and performed post-implementation verification to prevent recurrences. Prepared reports on frequent incidents and proposed improvements to reduce repetitive tickets.

Led telephone commercial management: pipeline tracking, objection handling, and closing. Recorded and maintained information in CRM, ensuring traceability and data quality (registrations, statuses, notes, reasons). Coordinated daily team tasks: organization, indicator control, script improvement, and feedback to increase conversion. Demonstrated strong experience in communication, active listening, and customer situation management.

Coordinated staff, shifts, and daily operations; focused on processes, order, and problem resolution. Managed administrative tasks: cash register, collections, billing, and supplier/stock control.