Juliana Graziel Lima

Juliana Graziel Lima has a diverse range of work experience. Juliana began their career in 2010 as an Operador de Telemarketing at Wagner Francisco Graziel, where they handled sales and customer service tasks. From 2011 to 2015, they worked as an Operador de Call Center at Grupo Tracker, focusing on sales and customer support. In 2016, they joined TOTVS as an Analista I de Ouvidoria, responsible for handling customer feedback and ensuring customer satisfaction. Juliana also worked as an Analista I de Fidelização de Clientes at TOTVS, where they focused on analyzing client needs, creating test scenarios, and ensuring the quality of software maintenance and developments. Currently, Juliana works at ZENVIA as an Analista II de Customer Experience, where they are responsible for managing critical escalation requests and developing processes for project prioritization and documentation.

Juliana Graziel Lima's education history is as follows:

From 2011 to 2016, they studied Psicologia at Universidade Cruzeiro do Sul.

In 2017, they obtained a certification in Ouvidoria from Associação Brasileira de Ouvidores/Ombudsman.

Between 2018 and 2020, Juliana pursued a specialization in Psicologia Clínica e Institucional at Universidade Cruzeiro do Sul.

In 2018, they acquired skills in Mediação de Conflitos em Ouvidoria from Associação Brasileira de Ouvidores - ABO.

Juliana attended a Coaching Integral Sistêmico program at Febracis Coaching in 2019.

In 2020, they participated in courses on KCS - Knowledge Centered Support and CX - Customer Experience at Universidade TOTVS.

In 2021, they completed training programs in Agile Academy - Modelo Ágil de Trabalho, Zendesk, and G Suite - Tudo o que você precisa saber! at Universidade TOTVS.

Juliana also completed the Asana - Gestão de Tarefas e Projetos course as an Udemy Alumni in 2021.

In the same year, they attended RA Day (Pós Pandemia) at Universidade Reclame Aqui and studied Comunicação e Oratória at Escola Conquer.

In 2022, Juliana pursued a course in Moderação de conteúdo at Universidade ReclameAQUI and Troubleshooting e Problem-solving boot camp at HDI BRASIL.

Juliana also completed the VOC - VOICE OF CUSTOMER program at MBA SEDA Executive Education.

In 2023, Juliana studied Jornada do cliente: aplique estratégias de engajamento no dia a dia, Inovação Ágil: gerencie projetos inovadores com eficiência e agilidade, Mediação de conflitos: construa soluções efetivas, and Dashboard com Tableau: conceitos essenciais at Alura.