Atento

Customer Support

• Resolver problemas relacionados con cuentas de clientes, políticas internas y soporte general.
• Brindar atención multicanal (chat, correo electrónico y/o voz) de manera humanizada, con alto volumen y variedad de solicitudes.
• Gestionar múltiples atenciones simultáneamente a través de diferentes canales, utilizando diversas herramientas en línea.
• Consultar constantemente guías internas y seguir normas y políticas de atención con precisión.
• Alcanzar y mantener los indicadores de desempeño (Satisfacción del Cliente, Tiempo Promedio de Atención, Calidad).
• Comunicarse con el equipo interno en inglés: la lectura e interpretación de textos en inglés son esenciales.

Especialista en Atención al Cliente Bilíngue, Español – Mídias Sociales

• Atendimento receptivo via Voz e WhatsApp para clientes do varejo e de alto valor;
• Esclarecimento de dúvidas financeiras e procedimentos de antecipação de recebimentos;
• Auxílio no cancelamento de contas e resolução de questões relacionadas;
• Realização de cálculos financeiros, incluindo pro-rata;
• Demonstrar habilidades analíticas na área financeira para resolver consultas complexas;
• Capacidade de gerenciar múltiplas tarefas e manter registros precisos;
• Capacidade de compreender as necessidades e preocupações dos clientes para oferecer um serviço personalizado.

Especialista I – Customer Service, Varejo Voz, WhatsApp

People Operations

• Conduct end-to-end recruitment processes for operational and administrative positions
• Align job profiles with hiring managers
• Post job openings on recruitment platforms and social media
• Screen resumes and conduct interviews (online and/or in person)
• Administer and evaluate tests when required
• Monitor recruitment metrics (SLA, volume, conversion, etc.)
• Support the hiring process and onboarding of new employees
• Maintain recruitment controls, spreadsheets, and systems (ATS)

Junior HR Analyst – Recruitment & Selection (R&S)

Learning and Development

• DIAGNOSIS AND STRUCTURING
• Map the current Training structure, identifying gaps and improvement opportunities.
• Gather training needs from partner areas.
• Propose and design learning paths and training programs.
• Review content and curricula to ensure clarity and alignment with the target audience.
• INSTRUCTIONAL DESIGN AND DEVELOPMENT
• Lead end-to-end instructional design (objectives, methodology, assessment, and materials).
• Apply principles of andragogy and active methodologies (microlearning, gamification, case studies, simulations).
• Create and review instructional materials, ensuring visual and pedagogical standardization.
• CONTINUOUS IMPROVEMENT
• Monitor results and feedback to evolve training offerings.
• Research corporate learning trends and propose continuous improvements.

Training Consultant

Business Intelligence Developer

• Analyze data and performance indicators;
• Identify trends, opportunities, and root causes of issues;
• Develop strategic recommendations and action plans (5W2H);
• Define and monitor KPIs and targets (SMART);
• Support continuous improvement initiatives (PDCA, Six Sigma);
• Ensure alignment between initiatives and operational objectives;
• Monitor results and adjust strategies as needed.

BI Analyst

Sales

• Inbound customer service with sales responsibilities, aimed at identifying customer needs, answering questions, performing procedures, and offering products and/or services;
• In each interaction, you may handle different types of situations indicated by the customer and will use systems to record information.

Inbound SAC Customer Service Specialist – Sales (Telecommunications)

Bilingual

• Process orders from start to finish;
• Track orders;
• Populate and update Excel spreadsheets with required data;
• Receive sales orders by email and enter them into the ERP, verifying prices, inventory, delivery dates, etc.;
• Mark orders ready for shipment;
• Process returns for rejected orders;
• Provide support to customers and the Sales team;
• Manage the process of sending product shipments;
• Perform critical analysis of received orders, including verification of product code, product description, price, and medication expiration date;
• Serve laboratories, pharmacies, and hospitals.

Bilingual Spanish Customer Relationship Specialist – Pharmaceutical Industry

Recruitment

• Responsible for conducting high-volume recruitment processes;
• Gathering and understanding candidate profiles in partnership with the hiring manager/requester, identifying key competencies for the role;
• Conducting competency-based interviews;
• Facilitating group assessment exercises (group dynamics);
• Preparing behavioral evaluation reports;

Mid-level Recruitment and Selection Analyst

Security Engineer

• Responsible for monitoring and handling security incidents and events, using SIEM/EDR tools for detection, analysis and response.
• Perform vulnerability scans, apply system hardening and conduct risk assessments across network and cloud environments.
• Develop and maintain policies, procedures and playbooks aligned with industry best practices.
• Proficient with frameworks and standards such as ISO 27001, LGPD, NIST and CIS Controls, and experienced in conducting security audits.
• Work with Conditional Access, IAM and access validation routines.

Information Security Analyst – Madureira Site

• Responsável por monitorar e tratar incidentes e eventos de segurança, atuando com ferramentas SIEM/EDR para identificação, análise e resposta.
• Realizar varreduras de vulnerabilidades, aplicar hardening de sistemas e conduzir avaliações de risco em ambientes de rede e cloud.
• Elaborar e manter políticas, procedimentos e playbooks alinhados às boas práticas de mercado.
• Domínio de frameworks e normativas como ISO 27001, LGPD, NIST e CIS Controls, além de experiência em condução de auditorias de segurança.
• Atuar com Conditional Access, IAM e rotinas de validação de acessos.

Analista de Segurança da Informação – Site São Bento

• **Diagnosis and Structuring**
• Map the current Training structure, identifying gaps and opportunities for improvement.
• Gather requirements from partner areas.
• Propose and structure learning paths and training programs.
• Review content and curricula to ensure clarity and alignment with the target audience.
• **Instructional Design and Development**
• Lead end-to-end instructional design (objectives, methodology, assessment, and materials).
• Apply principles of andragogy and active methodologies (microlearning, gamification, case studies, simulations).
• Create and review instructional materials, ensuring visual and pedagogical standardization.
• **Continuous Improvement**
• Monitor results and feedback to evolve training programs.
• Research trends in corporate learning and propose continuous improvements.

Consultant

• Act as a specialist in ISS, PIS and COFINS, conducting analyses and interpretation of tax legislation.
• Prepare and review tax calculations, reports and technical opinions.
• Propose tax planning strategies to reduce risks and optimize the tax burden.
• Support audits and tax inspections, representing the company before the relevant authorities.
• Ensure accurate calculation and submission of related ancillary tax obligations.
• Provide internal consulting to business areas, serving as a technical reference.

Especialista en Atención al Cliente Bilíngue, Español – Mídias Sociales

Especialista I – Customer Service, Varejo Voz, WhatsApp

Junior HR Analyst – Recruitment & Selection (R&S)

Training Consultant

BI Analyst

Inbound SAC Customer Service Specialist – Sales (Telecommunications)

Bilingual Spanish Customer Relationship Specialist – Pharmaceutical Industry

Mid-level Recruitment and Selection Analyst

Information Security Analyst – Madureira Site

Analista de Segurança da Informação – Site São Bento

Training Consultant

Tax Consultant