Luiza Morelli

Background

About Luiza Morelli

Hey, There! I am a customer experience professional with over a decade of experience in technology, Startups, SaaS companies, Fintech industry and multinational companies.A little bit about me: I speak 4 languages, I am a curious person and I have lived in a few countries! I am fluent in English and Portuguese (native), with advanced comprehension and communication of Spanish and French. I am an eager-to-learn person and I am passionate about technology, knowledge management, training, content creation, and building processes from scratch. With a growth mindset, I enjoy learning new skills, taking on new challenges, documenting/improving workflows, and being part of an international work environment!A few highlights and achievements:2022 Zendesk Startup CX Award for Innovation: a Book club to promote a team-building activity & to cover DE & I topicsPassed the CEP (Certified Equity Professional) exam Level 1;🤓 Subject Matter Expert in 409a valuation. Built up a Help Center from the ground up, writing and owning hundreds of support articles to educate clients;🧠Knowledge Management expert: Created and managed a knowledge base with hundreds of how-to guides and Zendesk macros to educate customer-facing teams;Implemented a Learning & Development program & LMS to develop instructional content;Implemented a Quality & Assurance program & software;‍Training and onboarding new hires and hundreds of clients.Skills and Experience:Experience with CRM systems (Zendesk, Salesforce, Intercom)Account management (Trello & Gainsight)Experience implementing an L&D tool (Seismic)Experience implementing a QA tool (Scorebuddy)SaaS experienceExcellent verbal and written skillsFluent in English/Portuguese Native speakerProfessional proficiency in Spanish and FrenchNew Hires and Peers Mentoring/TrainingEnjoy taking on new projects and seeking out problems to solve themAbility to make complex topics simple to understand Experience with remote and different timezones workplaceStrong self-learning ability with excellent proactivityTeam-oriented, strong desire for self-development