Hugo Noversa

Resumo Profissional

Customer Experience professional with international experience providing remote support for global platforms. Strong background in sensitive case handling, technical troubleshooting, conflict resolution, and structured communication.

Competências

Experiência

Airbnb — Guest Experience Advisor (2023 – Presente)

Handling sensitive cases, SLA adherence, conflict mediation.

Bolt — Customer Support Specialist (2022 – 2023)

Real-time support, operational issue resolution, payments, app functionality.

Europcar — Support Representative (2021 – 2022)

Reservations, billing, logistics coordination.

Projetos & Impacto

• Triagem automática: -22% resolução.
• Playbook reduzindo ramp-up de 14 para 6 dias.
• Dashboards operacionais estratégicos.

Educação

Licenciatura em Comunicação. Customer Success, Gestão de Projetos.