Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Laynara Ribeiro

Governador Valadares, Minas Gerais

Summary

Detail-oriented International Analyst with 2+ years of experience in customer service, operations management, and team leadership. Skilled in KPI analysis, process optimization, and performance improvement in fast-paced environments. Proactive problem-solver focused on achieving results and supporting organizational goals.

Overview

2
2
years of professional experience

Work History

Contact Center Supervisor

Pogo Solutions
08.2023 - 08.2025
  • Lead and monitor daily call center operations for the Mariana Dam Disaster Group Litigation on behalf of UK law firm Pogust Goodhead, ensuring service quality and compliance.
  • Drive team performance through continuous feedback, coaching, and performance reviews.
  • Generate operational reports, manage data and KPIs, implement process improvements, and identify operational gaps.
  • Developed and maintained training materials to enhance staff knowledge of the litigation and procedures.

Field Operations Supervisor

Pogo Solutions
06.2023 - 08.2023
  • Oversaw operations at 4 in-person service centers supporting the Mariana Dam Disaster Group Litigation for UK law firm Pogust Goodhead.
  • Managed customer service teams and optimized service workflows.
  • Negotiated with service providers and coordinated supply, equipment, and customer flow reports.
  • Trained new team members on operational procedures and best practices.

Education

Bachelor of Science - International Relations

Pontifical Catholic University of Minas Gerais
Belo Horizonte, Minas Gerais, Brazil
02-2023

Skills

  • Microsoft Office & Google Workspace
  • KPI Analysis & Reporting
  • Team Leadership & Development
  • Salesforce CRM

Languages

Portuguese
Bilingual or Proficient (C2)
English
Advanced (C1)
Spanish
Elementary (A2)
French
Elementary (A2)

Timeline

Contact Center Supervisor

Pogo Solutions
08.2023 - 08.2025

Field Operations Supervisor

Pogo Solutions
06.2023 - 08.2023

Bachelor of Science - International Relations

Pontifical Catholic University of Minas Gerais

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Laynara Ribeiro