EstácioRegional Manager of Customer Success
Oct. 2018 - Oct. 2019São Paulo e Região, BrasilImplementation of the department in 24 units in south-central region. CS team management (24 people) Continuous improvement projects, customer journey, definition of personas.
Main indicators: Renewal, Retention, Churn, NPS.
Customer journey mapping and definition of personas.
Monitoring of key performance indicators in the area: renewal, retention, churn, NPS.
Initiation of digital transformation in the omnichannel service flow: Zendesk, chatbot, student app.