Luciana Britto
About Luciana Britto
Luciana Britto is a Manager of Customer Support with extensive experience in managing customer support and relationship operations in the technology and tourism sectors. She has a strong background in optimizing customer experience processes and implementing strategic initiatives across various teams.
Current Role at Carta
Luciana Britto serves as the Manager of Customer Support at Carta, a position she has held since 2022. In this role, she leads the implementation of strategic initiatives, focusing on the development of new processes, systems, and tools within the customer support department. Her responsibilities include collaborating with finance and strategy teams to provide strategic recommendations on capacity planning and resource allocation.
Previous Experience in Customer Support
Prior to her current role, Luciana Britto worked at Equinix as the Global Service Desk Manager from 2020 to 2022. During her tenure, she optimized customer experience processes and conducted team training, which contributed to increased margins. She also served as the Customer Experience Manager at Expedia Group from 2017 to 2020, and as a Team Leader at IBM from 2010 to 2017, where she managed customer support and relationship operations for both B2C and B2B clients.
Education and Qualifications
Luciana Britto holds a Master of Business Administration (MBA) in Gestão de Pessoas from Universidade Cândido Mendes, which she completed from 2013 to 2014. She also earned a Bachelor's degree in English from UFRJ, where she studied from 2000 to 2004. Her educational background supports her extensive experience in customer support and management.
Skills and Methodologies
Luciana has implemented agile methodologies such as Scrum and Kanban to enhance digital transformation and co-creation within multicultural teams. She has demonstrated her ability to increase productivity, achieving a twofold increase within a year through effective workflow management and tool implementation.
Background in Education
Before her career in customer support, Luciana Britto worked as a teacher at Cultura Inglesa from 2002 to 2006. This experience contributed to her communication skills and ability to manage diverse groups, which are essential in her current managerial role.