EDPCustomer Experience & Communication Strategy
Jul. 2019 - Mar. 2020Lisbon Area, PortugalConducted EDP shops Digital Transformation Project (idealisation, implementation, and monitoring all country).
Weekly reports and analyses of client complaints and customer satisfaction KPIs.
Part of Templates & Communications (letters, SMS, e-mails, FAQs, notifications) creation and revision team (transition to new CRM).
Chatbot idealisation & training team.
"Tone of Voice" Manual team - Writing the Guidelines of How to better communicate (closer, clear and efficiently internally and with clients).