Muller Fagundes

Marketing Automation Analyst

United StatesEmail Marketing Manager💸 MarketingCRM managerGraphic DesignerCommunication Designer🐦 DesignCommunications Manager

I'm professional with a degree in Marketing and over 10 years of experience in Customer Experience (CX) and Customer Relationship Management (CRM). Helping businesses enhance their results by providing memorable experiences for their customers has been my passion since the beginning of my career. Some of my main key skills and knowledge areas are: Marketing Automation (Salesforce Marketing Cloud): - Target Segmentation using SQL for database management - Content Creation using HTML and Ampscript - Customer Journey automation using Journey Builder / Automation Studio - A/B Testing - Results Reporting Customer Experience (CX): - Obtain customer insights through market research methodologies such as NPS, satisfaction surveys, usability testing, focus groups, and data analysis - Develop Customer Journey Maps - Implement Customer Delight Programs - Build a Customer-Centric Culture

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Network Power<100 people

Roles

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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.