Helping business improve customer relations.
▪Professional with a career developed in national and multinational companies of small and large scale in the Financial, Educational, and Consumer Goods sectors, with extensive experience in customer service, leading teams in Customer Experience (CX), Customer Success (CS), and Operations.
▪Critical and analytical perception for process improvement and transformation, using new methodologies and technologies to increase team productivity, increase operational results, and enhance cx.
▪Strong experience in restructuring service and operational areas with a focus on minimizing customer impacts, ensuring business continuity, and improving customer journey and satisfaction.
▪Expertise in planning strategies and managing guidelines derived from conducted research to contribute to the company's OKRs for the entire executive body and leadership, aiming to improve customer relationships and satisfaction along with increased indicators and results for the company.
▪Experience in managing customer service and regulatory bodies with solid knowledge in creating new channels, omnichannel management, managing managerial reports through OKRs, data analysis, KPIs, monitoring indicators for decision-making, as well as project management, diagnosis, mapping, and process improvement to contribute to the continuous improvement of operational flows through methodologies such as PDCA, Kaizen, and Scrum.
▪Operational management, back office, metrics, billing, performance, service volume with customer experience management, NPS research, CSAT, CES, being responsible for all support to commercial and operational teams.
▪Expertise in sales, cross-sell, and up-sell, collaborating with partner areas such as Sales, Products, Marketing, Legal, Quality, and IT, seeking and suggesting opportunities for product and service improvement and efficiency.
▪Capacity and experience to lead high-performance individuals, focusing on training, education, knowledge dissemination, results, and talent retention.
▪Knowledge of Tools and Systems such as SQL, Trello, Slack, Zeenvia, Customer X, MS Project, Moviedesk, Takeblip, Hi Platform, Zendesk, GoogleAds, Salesforce, FacebookAds, Power BI, SAP, RD Station.
▪International experience.
▪Award for Best NPS Management at Itaú Uniclass Digital for two consecutive.
▪Recognized for two commercial campaigns, with a focus on up-sell and cross-sell, achieving 20% above expectations (R$33 million – 106% of the target), leading the CX team after action and adjustments in internal processes.