Júlia Potratz

Work as the front-line support, assisting customers with highly escalated & emergency issues related to the Whatnot platform. Provide expert inbound email and chat-based customer service for users in crisis.My role centers around de-escalating challenging situations and delivering clear, informative guidance that fosters resolution, and enhances the safety of the marketplace. and resolve high-complexity cases, ensuring customer satisfaction while maintaining a focus on sensitive, high-stakes issues. In this role, I combine strong communication skills, empathy, and problem-solving abilities to effectively resolve issues and contribute to a safer, more supportive marketplace environment.

• Inbound Support & Crisis Management: Deliver compassionate, clear communication to users in distress via email and chat, de-escalating difficult situations and guiding users toward resolution.
• Trust & Safety Case Investigation: Thoughtfully investigate cases with high complexity, focusing on high-sensitivity issues while ensuring timely and accurate resolutions.
• Collaboration Across Departments: Work with internal teams to gather information, research open questions, and resolve customer concerns, ensuring a smooth and cohesive service experience.
• Backlog Management & Performance Monitoring: Efficiently manage and resolve a backlog of open issues, tracking key performance metrics to identify and implement improvements in service delivery.
• Data-Driven Insights: Review and analyze performance data to make informed, proactive decisions that optimize internal processes, improve customer satisfaction, and redue finaltial risk for the company.
• Professional Representation: Represent the company with integrity and professionalism, ensuring every interaction reflects our commitment to safety and quality service.
• Training and Quality assurance: Create and drive knowledge development process for new specialists, focusing on skills and competencies of employees or individuals to perform their tasks effectively and efficiently. Evaluating performance and ensuring that the training programs are effective, up-to-date, and deliver the desired results.

Program developer using computational intelligence and machine learning tools, focusing mainly on Deep Learning algorithms. Specialist in software development, using the Python language and also as a backend and frontend developer using Python, SQL, Flask, CSS and HTM. The main objectives of the projects I've worked on revolve around data analysis and the development of intelligent tools that can help solve complex and time-consuming problems, in order to find solutions that are close to the real world.

• Evaluated various libraries and frameworks to identify best solutions for specific requirements.
• Designed and implemented unit and integration tests in Python to ensure software quality.
• Monitored equipment function to verify conformance with specifications.
• Recommended improvements to facilitate team and project workflow.
• Utilized Python libraries such as NumPy and Pandas for data analysis and manipulation tasks.
• Analyzed code and corrected errors to optimize output.
• Developed Python scripts to automate data processing tasks.