Lidiane Marcatto Imazaki

Customer Service and Customer Experience professional with 10+ years of experience supporting clients and employees in global, cross-border environments, including long-term experience at IBM. Specialized in delivering timely, accurate, and proactive multichannel support (phone, email, chat) to ensure high customer satisfaction. Recognized for building strong client relationships and resolving escalations efficiently with a solution-oriented approach. Bringing strong analytical and organizational skills, with hands-on experience in back-office operations, reporting, and process improvement. Experienced in collaborating with global stakeholders to support complex operations and drive service efficiency and compliance. Career highlights: - Recognized as a Top Performer among global employees (2020) and awarded company stock for exceptional performance and business impact. - Reduced policy exception requests by 15% through monthly analysis and targeted policy improvements. - Successfully supported the relocation of 98% of employees from Russia and Ukraine within 2 months, ensuring safety and business continuity during the war. - Implemented a review process and controlled delegation list, reducing incorrect approval requests by 25%. - Introduced verification procedures that reduced process cancellations by 20%, improving compliance across 100+ monthly operations.