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Network Power<100 people
Roles
✔️100%
IT
✨100%
Business Owner
Geos
🇧🇷100%
Brazil
Work Background
Brasilprev Seguros e Previdência S.A.Customer Experience Senior Analyst
May. 2023 - Nov. 2023São Paulo, Brazil- Mapped customer journeys and continuously enhanced various service channels (Call Center, WhatsApp, Mobile App, and Email)
- Implemented and managed the Customer Delight Program
- Provided monthly action plans to foster a Customer-Centric Culture
Brasilprev Seguros e Previdência S.A.Salesforce Marketing Cloud Analyst
Apr. 2019 - May. 2023São Paulo, BrazilSkills:
E-mail Studio, SMS Studio, Automation Studio, A/B Testing, Query Studio and Journey Builder Responsabilities:
-End-to-end CRM campaigns management: planning, briefing, segmenting, programming, measuring, and presenting results.
-Developed journeys such as transactional trackings, customer retention, and lead qualification.
-Responsible for the high-income customer journeys
Brasilprev Seguros e Previdência S.A.Customer Relationship Management Analyst
Oct. 2018 - Apr. 2019São Paulo- Developed customer retention strategies based on competitive intelligence studies to support retention channels and improve results. -Managed retention Key Performance Indicators (KPIs).
Brasilprev Seguros e Previdência S.A.Competitive Intelligence Analyst
May. 2015 - Oct. 2018São Paulo, Brasil- Supported the company's decision-making process through market studies on product, pricing, promotion, and business models.
Brasilprev Seguros e Previdência S.A.Market Intelligence Assistant
Dec. 2013 - May. 2015São Paulo- Selection, hiring, and management of market research suppliers for studies on satisfaction, Net Promoter Score (NPS), consumer behavior, product testing, among others.
Brasilprev Seguros e Previdência S.A.Market Intelligence Intern
Oct. 2012 - Dec. 2013São Paulo- Internal Research: Developed and administered qualitative and quantitative research questionnaires, analyzed data, and presented results to internal clients (events, sales, infrastructure, human resources, etc.). -External Research: Selected, hired, and managed market research suppliers for studies on satisfaction, NPS, product testing, communication campaign testing, among other topics.
Atento BrasilCustomer Service Training Instructor
Oct. 2010 - Dec. 2013Sao Paulo- Trained and supervised new employees in customer service operations.
- Developed and conducted training sessions for customer service and retention operations.
- Monitored quality indicators related to training programs.
Atento BrasilCustomer Service Consultant
Dec. 2009 - Oct. 2010São Paulo- Provided customer service for Brasilprev Seguros e Previdência S.A. clients across retail, wholesale, and high-income segments.
- Supported Banco do Brasil managers in pension plan operations.
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