Catia Machado Lund
About Catia Machado Lund
Catia Machado Lund is a Product Support Specialist at Turnitin, where she has worked since 2017. She has a diverse background in customer support and management, with previous roles at XpresSpa and Renova Spa.
Current Role at Turnitin
Catia Machado Lund has been employed as a Product Support Specialist at Turnitin since 2017. Based in Oakland, California, she has accumulated seven years of experience in this role. Her responsibilities include coaching new team members, providing guidance and support to facilitate their integration into the team. She collaborates with Professional Educational Services and Account Managers to maintain relationships with at-risk accounts, ensuring customer satisfaction and retention.
Previous Experience in Customer Support
Prior to her current position, Catia worked at XpresSpa as a Spa Manager from 2015 to 2017 in San Francisco International Airport. She also served as a Customer Support representative at Juniper Innovating Travel Technology from 2013 to 2015 in Miami, Florida. Her experience in customer support roles has contributed to her expertise in managing client relationships and addressing customer needs effectively.
Background in Spa Management
Catia has a significant background in spa management, having worked at Renova Spa from 2005 to 2012. During her tenure, she held the positions of Regional Spa Manager and Regional Manager, overseeing operations in the Pacific Region of Mexico. This experience provided her with a strong foundation in operational management and customer service within the wellness industry.
Education and Training
Catia studied at the Conservatorio Brasileiro de Musica, where she focused on Music Therapy for Healing from 1997 to 1999. This educational background has equipped her with unique skills that may enhance her approach to customer support and team collaboration.
Expertise and Skills
In her role at Turnitin, Catia possesses expertise in multiple agreed expert areas and is responsible for quality assurance of knowledge documents. She is developing an understanding of API callbacks, which is essential for her technical support duties. Additionally, she is recognized for her white-glove experience in handling difficult cases, ensuring high-quality customer support.