Nayanne Santana
Escalation Lead Latam @Automation Anywhere
Signup · Get unlimited contacts
WORK HISTORY
Escalation Lead Latam @Automation Anywhere
Sao Paulo, BR
Managed escalations across the LATAM region, while communicating internally and externally in Portuguese, Spanish, and English.• Resolved critical escalated cases by coordinating with global cross-functional teams (Support, Engineering, Architecture, Sales, external partners, and vendors) to expedite solutions and restore customer trust.• Acted as the main point of contact for customers’ technical and commercial management teams during escalations, ensuring clear updates and communication with internal stakeholders.• Provided senior management with summarized updates on escalated cases, including progress, actions taken, next steps, and customer feedback.• Identified process gaps in Technical Support that contributed to escalations and recommended improvements to enhance customer experience and reduce recurrence.
EDUCATION
FATEC São Caetano do Sul
Tecnólogo, Analysis and Systems Development
ABOUT NAYANNE SANTANA
Recently relocated to Hamburg - Germany; • A career developed in Information Technology, predominately in large IT companies in Brazil, with national and international projects, e. g. USA, Canada, Australia, LATAM; • Experienced in following segments: Banking, Mining, Telecommunications, Automotive, Chemical, Manufacturing and Information Technology services industries; • Experienced in Scrum method; • Results oriented & target focused; quality process with excellent relationship management and communication skills; • Portuguese (mother language); Fluent English; Fluent Spanish; • Available to travel- Certificated: • Itil 4 Foundation • Six Sigma Yellow Belt; • Scrum Foundation Professional Certificate; • CCNA Routing and Switching- Trained: • Automation Anywhere | • Commvault | • ITIL V4 Foundation | • Scrum Foundation | • Lean Six-Sigma | • Azure Foundations | • SQL | • J2 Live Vault | • Storage Fundamentals | • HPE DataProtector | • IBM TSM - Tivoli Storage Manager | • EMC Networker | • Linux LPI Essentials | • Oracle Database - Architecture and Installation | • RPA Fundamentals
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.