Ismael Sousa

Ismael Sousa has a diverse work experience. Ismael started their career as an Assistant Librarian at the E.E.F.M Fernando Cavalcante Mota in 2014. Ismael then worked as an Administrative Assistant and later as an Accountant Assistant at Hapvida from 2015 to 2017. In 2018, Ismael joined Agenda Edu as a Customer Success and Implementation Advisor, where they were responsible for customer retention and engagement. Ismael also worked on analyzing user experience and implementing strategies for cross-selling, upselling, and churn prevention. In 2021, Ismael joined Isaac as a Customer Experience Analyst. Ismael started as a Junior Analyst and quickly progressed to a Senior Analyst position. In this role, Ismael provided customer support and resolved critical issues. Ismael also focused on process improvement, conducted trainings, and created projects to streamline internal processes and promote knowledge sharing within the team. Ismael analyzed various indicators such as NPS, TPA, TME, and SLA to assess performance and quality. Overall, Ismael Sousa has a strong background in customer experience and process improvement.

Ismael Sousa has a diverse education history. In 2012 and 2013, they attended C & S Ensino Interativo de Educação Profissional and obtained a degree in Informática e Gestão Empresarial, focusing on Administration and Business. In 2016, they attended Centro de Estudo e Pesquisa em Eletrônica Profissional & Informática (CEPEP) and received a diploma in Técnico em Contabilidade, specializing in Accounting and Business. Ismael then went on to pursue a Graduação degree in Administração de Empresas at Unifametro from 2018 to 2022.

In addition to their formal education, Ismael Sousa has obtained several certifications. In 2017, they completed a course in Atendimento ao Cliente (Customer Service) from Cursos iPED. In 2019, they further enhanced their customer service skills by completing the Atendimento ao Cliente - Método Disney course on Udemy. In 2020, they obtained certifications in Customer Success - Como Conquistar e Manter Clientes from Sebrae, Fundamentos da Experiência do Cliente from Track.co, and Gestão de Processos from Ietec - Instituto de Educação Tecnológica.