Malu Rodrigues dos Santos
I help businesses create remarkable customer experiences, streamline operations, and qualify high-value leads. With proven success managing thousands of clients in English and Portuguese, I blend empathy, organization, and data-driven insight to deliver results—from first contact to full resolution.
About Me
I’m a bilingual professional (Portuguese & English) with hands-on experience in customer support, operations, and pre-sales. I’ve managed 3,500+ clients across Brazil and international markets, sustaining satisfaction above 92% and response times under 5 minutes.
At Foundever (Wise), I supported 800+ international customers in four months, reaching 92% satisfaction and 85% first-contact resolution. As an SDR at ImobEasy, I qualified 300 leads in two months and increased appointment volume by 20% through disciplined follow-ups and CRM routines. In my current role at SKY, I serve 2,500+ customers, coordinate 1,200+ appointments, and keep satisfaction above 95% while cutting stock discrepancies by 30%.
I thrive where clear communication, organization, and problem-solving drive real impact. I continually refine my skills in CRM platforms, data analysis, and process optimization. Outside work, I explore new technologies, learn Python, and collaborate with peers to grow together.
What I Do
Bilingual Customer Support (EN/PT)
Empathic, structured support; queue triage; response-time reduction using Zendesk and Twilio. Achieved 85% FCR and 92% CSAT at Foundever.
Customer Experience & Success
End-to-end B2C relationship management. At SKY, served 2,500+ customers, scheduled 1,200+ appointments, maintained 95%+ satisfaction.
Operations & Process Optimization
Logistics, inventory, financial routines, reporting. Using SAP/Excel/Sheets, reduced stock discrepancies by 30%, restocking time by 20%, efficiency by 15%.
Pre-Sales / SDR & Lead Qualification
Lead engagement and discovery; smooth handover. At ImobEasy, qualified 300+ leads in two months, boosted appointments by 20%, cut lead transfer time by 25% with Bitrix24.
CRM & Data-Driven Support
Zendesk, Bitrix24, Twilio, SAP, Salesforce, Excel, Google Sheets. Build dashboards, analyze behavior, and improve SLA, NPS, and conversion metrics.
Experience
Operations & Customer Service Analyst — SKY
- Serve customers via WhatsApp/phone; triage, schedule, and follow through to resolution.
- Manage post-sales, retention, reactivation; plan field ops; coordinate with technical teams.
- Control inventory with SAP; audits; prevent shortages; handle payables/receivables.
- Build Excel dashboards; standardize processes; support payroll.
Impact: 2,500+ customers served, 95%+ satisfaction; 1,200+ appointments with >90% completion; stock discrepancies down 30%; restocking time down 20%; efficiency up 15%.
SDR — ImobEasy
- Outreach via phone/WhatsApp; identify needs; nurture with structured follow-ups.
- Maintain pipeline in Bitrix24; automate tasks; align messaging with marketing and sales.
Impact: 300+ leads qualified in two months; 35% conversion to in-person visits; weekly appointments up 20%; sub-5-minute responses; lead transfer time cut 25%.
Bilingual Customer Service Representative — Foundever (Wise)
- End-to-end bilingual support (EN/PT) for Wise customers; manage 800+ international clients.
- Structure/prioritize tickets in Zendesk; route via Twilio; collaborate across Ops/Finance/IT/Support.
- Analyze behavior data; improve processes; maintain cross-team alignment via Slack.
Impact: 92% satisfaction; 85% first-contact resolution; response times reduced 25%.
Skills & Tools
Key Achievements
Education & Continuous Learning
Bachelor’s in Mechatronic Engineering
Python, SolidWorks, programming logic, Arduino, Raspberry Pi; Secretary of the Mechatronic Engineering Student Council (communications/organization).
Courses
Customer Service — LinkedIn Learning (2025): active listening, de-escalation, journey optimization.
Intermediary Excel — Kultivi (2024): spreadsheets, functions, dashboards for decision support.
Ongoing: CRM systems, data analytics, Python for automation and process improvement.
Contact
Ready to discuss how I can support your team?
I’m based in Brazil and open to remote or hybrid opportunities worldwide.