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Khetelin Moro

Khetelin Moro

Senior Customer Specialist

Dashlane

Technologies

My Portfolio Highlights

My New Course

Introduction to SQL

My New Track

SQL Fundamentals

My New Course

Introduction to SQL

Data dreamer, envisioning a world powered by intelligent insights.

My Work

Take a look at my latest work.

course

Introduction to SQL

course

Intermediate SQL

DataLab

Intermediate SQL

course

Introduction to SQL

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

Courses

Introduction to SQL
Intermediate SQL
Joining Data in SQL
Data Manipulation in SQL

My Work Experience

Where I've interned and worked during my career.

Dashlane | Jan 2022 - Present

Senior Customer Support Specialist L2

- Point of escalation for Level 1 User Support Agents; - Handle Social Media requests; - Team Support for escalated cases; - Provide support and training for L1 Agents / Social Media; - Courses creation for internal development; - Cover the main B2B queues; - Complex/High-Risk activities like PI management, security checks, spam management, etc; - Content contribution / Feedback sharing; - Suggest improvements to ticket categorization and problem identification guidelines; - Test and reproduce technical issues experienced by B2B customers, helping the Product and Engineering team to implement customer feedback and locate potential production incidents; - Create content for internal use to allow the team to resolve technical issues associated with the product more effectively; - Work together with the Product, Sales, Quality, and Engineering teams; - Report bugs using Jira and Gitlab; - Use the internal knowledge base through Confluence and Slack; - Report and organize feedback using Harvestr and Zendesk; - Read and interpret logs using Kibana;
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Dashlane | Jan 2021 - Jan 2022

Customer Support Specialist L1

- Ticket and chat handling of B2B and B2C customers - Identify products incidents and create reports across the teams - Working with different platforms, such as Confluence, Zendesk, Salesforce, and Moodle. - Time management between projects and tickets' SLA, having in mind the customers' experience first - Development of internal projects for troubleshooting and assistance improvement, for the customers and for the team.

Transparente Home | Jan 2021 - Jan 2021

Customer Service Sales Assistant

- Inbound and outbound calls; - Data entry; - Talkdesk e Salesforce admin.

KNN Idiomas Brasil | Jan 2019 - Jan 2020

English teacher

Teaching basic to advanced classes to non English speakers using a new methodology based on how Brazilians learn Portuguese integrated with the concept of business and administration in order to keep the students motivated until they turn in to be fluent speakers.

Moro Hotel LTDA | Apr 2018 - Mar 2019

Gestora de atendimento ao cliente

- Guests control operational procedure standardization, developing charts in order to control demand and improve services. - Supervisor of the HR, buying and financial departments. - Continuous quality improvement project leader, developing a data system using VBA programming in order improve costumer services and minimize operation costs.

Moinho Iguaçu Agroindustrial | Jan 2018 - Apr 2018

Estagiária de engenharia

- Logistics assistant responsible for the development of delivery routes and delivery system quality certification. - Responsible for the order placing standardization procedure in the goods and pesticides department. - Coordinator of the standardization project for the goods and pesticides logistics department.

CAEPRO | Jan 2017 - Jan 2017

Presidente

N/A

My Education

Take a look at my formal education

Mountaineer Trailhead by Salesforce | 2022
Applied Scrum for Agile Project Management, Engenharia IndustrialedX | 2020
Bacharelado em Engenharia, Engenharia IndustrialUniversidade Tecnológica Federal do Paraná | 2018
Engenharia IndustrialArizona State University | 2015

About Me

Khetelin Moro

As a highly-motivated professional and in result of my experience working in different fields, I have a track record of providing solutions and thinking outside the box as well being a problem solver.

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