Mariana Higa

Mariana H. has a diverse work experience spanning from 2011 to the present. Mariana started their career as a Bilingual Administrative Analyst at the Canada Visa Application Centre, where they analyzed and managed documents, forms, and visa applications for the Canadian Consulate. Mariana provided email and in-person support, as well as managed files and mail. From 2012 to 2014, Mariana worked as a Bilingual Administrative Analyst at INFOVISTOS Assessoria em Documentações, where they analyzed and managed documents, forms, and visa applications from various embassies. Mariana also provided support through in-person, email, and telephone channels, and managed calendars and files.

In 2014, Mariana served as an Assistant at UNDP before joining Voxy in 2015. At Voxy, they initially worked as a Customer Support Specialist and then progressed to become a Customer Experience and Operations Lead. In these roles, they focused on ensuring high-quality support services, monitoring support metrics and KPIs, and maintaining educational guides and resources. Mariana later transitioned to the role of Associate Product Manager, overseeing product development and strategy.

In 2021, Mariana joined Plane as the Head of Customer Support and subsequently became the Head of Customer Success & Support in early 2022. Mariana'sresponsibilities at Plane include managing customer support and success teams, monitoring support quality metrics and SLAs, and collecting and analyzing customer feedback.

Additionally, Mariana is currently working as a Leadership and Business English Mentor at Awari, a career development platform. In this role, they dedicate a few hours each week to guide students in their career advancement, providing knowledge, answering questions, and offering constructive feedback and advice.

Overall, Mariana H. has gained extensive experience in customer support, operations, and product management throughout their career.

Mariana H. has a diverse education history. Mariana began in 2006, obtaining a Bachelor's Degree in Language Interpretation and Translation from Centro Universitário Ibero-Americano, where they studied from 2006 to 2009. Afterward, they pursued further education at Universidade Anhembi Morumbi, where they obtained an Associate's degree in International Business, Trade, and Tax Law from 2013 to 2015. In 2020, Mariana earned their Master of Business Administration (MBA) in Project Management from Universidade Anhembi Morumbi.

In terms of additional certifications, Mariana further enhanced their skill set. In 2014, they completed a certification in International Organizations Management through Coursera Course Certificates. Mariana also gained expertise in Analytical Marketing in 2016 through a certification provided by Insper. Most recently, in 2021, Mariana obtained a certification in Customer Experience from CS Academy.

It is worth noting that in 2021, Mariana attended Awari to study Product Management. However, no degree was specified for this program.