Desk Manager
Nicole Santos serves as a Support Leader Junior at Desk Manager since March 2019, where responsibilities include leading a customer support team, training over 60 employees, monitoring metrics, and improving service-level agreements. Previous roles at Desk Manager have included Customer Support Analyst and Intern, with duties focused on addressing software-related inquiries. Prior experience encompasses a position as Sales Support Analyst at Teleperformance Brasil, and teaching English at Evolua Educação and Free Up Idiomas. Early career roles include Receptionist at Jacques Janine OFICIAL and Telemarketing Attendant at Credit Cash Assessoria Financeira. Nicole Santos is currently pursuing a Bachelor's degree in Information Technology at Univesp Oficial, expected to complete in August 2025.
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Desk Manager
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Desk Manager is a Brazilian company that offers a global-scale Enterprise Service Management (ESM) platform. With over a decade in the market, the firm provides a comprehensive management platform that enables clients to fully manage their service requests and operational activities, used to organize and automate service processes provided between departments or to external customers. The platform provides a suite with 12 applications containing hundreds of functionalities within a single system, ensuring support for service requests and complete management of clients' organizational structures. Currently, the company has over 500 active clients operating across several business sectors, present in Brazil and Latin America. Recently, the company announced the new integration between the platform and Microsoft Teams which includes OpenAl's ChatGPT. With the goal of transforming the customer service culture in Brazil through integrated and omnichannel solutions, Desk Manager was accelerated by Endeavor and built one of the biggest innovation cases with Eurofarma, serving also several other major brands, including Porsche, Cobasi, Komatsu, Unisys and Dia Supermercados.