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Work Background
BTCustomer Success Manager
May. 2022São Paulo, BrazilEnsure that customers derive maximum value from the products or services provided by the company overseeing and managing the delivery and the use journey. The main responsibilities are: 1. Onboarding: • Facilitate a smooth onboarding process for new customers. • Educate customers about the product or service features and functionalities. • Assist with initial setup and configuration. 2. Relationship Building: • Build and maintain strong relationships with clients to understand their needs, address concerns, and ensure customer experience. • Act as the primary point of contact for customer inquiries and concerns. • Understand the customer's business and industry to provide personalized support. 3. Account Management: • Monitor customer accounts and services and usage patterns. • Identify upsell and cross-sell opportunities to maximize revenue. • Collaborate with sales teams to ensure customer retention and growth. 4. Customer Advocacy: • Encourage satisfied customers to become advocates and references. • Gather and showcase customer success stories and testimonials. 5. Customer Education: • Develop and provide training materials to help customers better utilize the product or service. • Organize webinars, workshops, or training sessions. 6. Feedback Collection: • Gather feedback from customers regarding their experiences with the product or service. • Communicate feedback to the product development team for continuous improvement. 7. Issue Resolution: • Address and resolve customer issues in a timely and efficient manner. • Collaborate with internal teams to ensure quick problem resolution. 8. Metrics and Reporting: • Track and analyze customer success metrics, such as customer satisfaction and usage. • Manage and analyze reports to identify tendencies that might be positive and boost sales, and that might be negative and impact services and account performances.
SencinetService Operations Manager
Oct. 2020 - May. 2022Brazil"Connectivity Simplified" Leading customer service operations, B2B and B2C. Among the main responsibilities I highlight: • Lead Latin America’s transformation at the operational level, improving cost efficiency, customer experience, and performance levels.
• Management of executive KPIs such as CSAT, NPS, Health Score, Churn Rate, and Efficiency.
• Management of the annual efficiency plan to automate operations, creating synergies to absorb and optimize resources, and optimizing complex processes to ensure EBTIDA.
• Lead digital transformation projects in operational centers in the Americas, seeking continuous improvement of cost efficiency and customer experience.
• Managing human development of a multidisciplinary team with more than 20 employees.
• Management of recovery plans for large customers, working and integrating all areas involved in order to reduce the Churn Rate and increase the Health Score by creating promoters within the current customer portfolio.
• Leading the execution of organizational transformations at the operational level, such as synergy of operations, migration of operations, and developing and implementing new operational hubs.
• Results meetings with stakeholders and interactions with the executive board, performing results presentations, project plans presentations.
• Operational management of field partners and providers, including KPIs and result meetings.
• Responsible for escalation and crisis management in highly complex cases to mitigate the impact on the customers’ businesses.
BTContinuous Improvement Manager
Jul. 2016 - Sep. 2020Hortolândia, São Paulo, BrazilLeading the continuous improvement and transformation team. Among the main responsibilities I highlight: • Business Transformation Leader for the Americas supporting initiatives to simplify complex local and global businesses and drive efficiency, customer satisfaction, and cost efficiency to ensure cluster EBTIDA, Revenue, and Innovation.
• Management of horizontal business programs, performing the governance of multiple deliverables, management of executive stakeholders, and budget control.
• Responsible for building Business Cases together with Project stakeholders to enable project planning and support business decisions.
• Directly reporting the status of projects and results to the executive board, to align ongoing initiatives and new opportunities with the business strategy.
• Information management from multiple parallel workflows and their integration into a broad program.
• Root causes analysis and improvement projects development seeking continuous improvement and cost efficiency.
• Implementing the continuous improvement culture in a differentiated way, through waves (stages), thus integrating a new culture in an organic way with low resistance.
• Planning and leading workshops focused on service management improvement and focused on managing cost efficiency improvement and revenue increase.
• Development, implementation, and management of OKRs and KPIs aligned with the business strategy to ensure the budget and financial plan for the fiscal year.
• Process design based on the customer journey using customer journey and blueprint to continuously improve the experience and increase revenue.
BT Global ServicesTelecommunications Analyst
Jul. 2013 - Jun. 2016HortolândiaWorking as a networking analyst with domestic and global customer for more then three years. Improving the process through continuous improvement, implementing process and managing escalation for suppliers and customers.
NET Serviços de Comunicação S/ABack Office Assistant
Jan. 2010 - Jan. 2013Americana,SP"Making people lives easier and comfortable, and helping to achieve the company's goals every day" Acting as a key analyst able to perform all processes influencing people to give their best every day. Responsible for the reimbursement process,
Analysis of values contestation;
Address change process;
Being a key player in the incorrect sales process;
Also working as a back up in case of manager absence.
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