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Work Background
PismoBusiness Strategy Analyst
Jun. 2024São Paulo, Brazil• Mapping and analyzing operational processes related to the customer journey and internal workflows;
• Effectively communicating with internal clients and stakeholders to ensure information quality and alignment of expectations;
• Aligning stakeholder expectations with the organization’s strategic goals, ensuring Customer Success initiatives are in line with company objectives;
• Identifying gaps between desired service processes and the current state, prioritizing short, medium, and long-term improvements focused on customer success;
• Participating in strategic planning for the Customer Success department, translating goals into KPIs and projects to drive customer retention and expansion;
• Identifying new opportunities for optimization and developing strategic projects to enhance the customer experience and increase Customer Lifetime Value (CLV);
• Coordinating and overseeing initiatives to foster a culture of Continuous Improvement, aligned with excellence standards in customer service;
• Managing cross-functional teams to ensure agility, information quality, and the successful execution of projects aimed at customer success;
• Facilitating dialogue between departments, promoting synergy and conflict resolution, with a focus on customer satisfaction and operational efficiency;
• Promoting best practices in Customer Success management, driving continuous improvements in customer support and service processes.
CemagQuality and Strategic Management Advisor
Aug. 2022 - Jun. 2024Fortaleza, Ceará, Brasil• Mapping and analysis of operational processes;
• Communication with internal customers, ensuring the quality of information and alignment of expectations;
• Identification of technologies or techniques that can generate new opportunities with a high impact on the business;
• Alignment of stakeholder expectations and the organization's strategic objectives;
• Management of the Risk Assessment Matrix, including its indicators and action plans to mitigate identified risks;
• Identification of gaps between the desired processes and the current situation; prioritizing changes in the short, medium and long term, according to the impact on the business;
• Participation in strategic planning and its breakdown into goals, indicators and projects;
• Preparation of standards, procedures and other process documentation;
• Identification of new opportunities for improvement and development of projects to address them;
• Implementation of an internal audit program, as well as the validation and follow-up of any related corrective actions;
• Leadership trainment regarding Continuous Improvement and Quality Management;
• Acting as a facilitator between the organization's sectors, increasing synergy and resolving conflicts;
• Dissemination of good management practices throughout the organization;
• Implementation of the Quality Management System based on the ISO9001 standard;
• Adequacy and compliance with relevant legislation (including LGPD).
CemagMarketing Manager
Jul. 2020 - Dec. 2022Fortaleza, Ceará, Brazil• Marketing strategy and management using digital platforms and social networks;
• Participation in National and International Business Fairs and Rounds;
• Promotional material development;
• Structuration of Customer Service and After-Sales Service - using WhatsApp as the main communication channel;
• Implementation of CRM system along the Commercial team.
• Establishment of sales business processes using digital tools for task automation;
• International market study, mapping competitors and developing relationships with international customers;
MAPRA Consultoria e AssessoriaConsultant
Sep. 2019 - Jul. 2020Fortaleza e RegiãoAnalyzed complex data sets to identify patterns and trends, providing actionable insights for clients
Drafted comprehensive reports and presentations to senior management that outlined key findings and recommendations
Conducted customer interviews to better understand their needs and identify areas for improvement
Analyzed and synthesized large datasets to uncover key insights and trends
Developed a risk management plan that identified and mitigated potential risks
Analyzed customer feedback to identify areas of improvement and make recommendations to enhance customer satisfaction
CNA - Confederation of Agriculture and Livestock in BrazilTechnical Advisor of International Relations
Mar. 2019 - May. 2019Brasília, Distrito FederalTechnical Advisor to the Executive Board of the CNA; participation in meetings, services groups, sectors, councils, public hearings, and others;
Development of institutional relations;
Preparation of information, analysis of data and international policies that may impact Brazilian exports;
Organization of participation in fairs and national and international missions; planning and execution of business rounds; structuring of projects to support the agricultural exporter, internationalization of companies and commercialization in conjunction with rural unions and Agriculture Federations;
Elaboration of technical material: technical note, opinion, projects and others; minister of lectures;
Monitoring of the international, economic and agricultural situation;
In addition to the Executive, Legislative, Private Sector and International Organizations;
Evaluation of the impact of the National Congress projects in the sector.
Evaluation of foreign trade regulations.
Itaueira Agropecuária S/AAdministrative Manager
Jul. 2014 - Jan. 2017São Paulo Area, Brazil• Management of the São Paulo branch activities, including: finances, logistics, sales, marketing and press services (merchandising on radio and TV).
• Supervision of Customer and Client Relations with the retail, distributors and final consumers in both national and international markets.
• Development of graphics and reports for the Direction and Presidency decision-making process.
• Organization of participation in national and international fairs, seminars and lectures.
• Study of new technologies and approaches for consumer contact, support in the development of packaging.
Itaueira Agropecuária S/ABusiness Process Analyst
Mar. 2011 - Jun. 2014Fortaleza e Região, Brasil• Design and mapping of management processes.
• Coordination, monitoring and survey of projects related to ERP - WMS systems, production costs and production planning.
• Maintenance, dispatch, sales and implementation of traceability processes following national and international guidelines.
Itaueira Agropecuária S/AInternational Logistics Supervisor
Mar. 2008 - Jan. 2011Fortaleza• Coordination of export activities and relationship with clients abroad.
• Main focus on documentation and quality of shipments.
• Import negotiations with suppliers, tax classification of goods and contracting freight services.
• Follow up of export and import shipments, supervising the process until its completion.
• Budget analysis.
Itaueira Agropecuária S/AAssistente de Exportação
Apr. 2006 - Jan. 2008Fortaleza• Coordination of cargo shipments, issuance and conference of documentation, relationship with suppliers and coordination of order fulfillment and dispatch along with the production team.
Itaueira Agropecuária S/AAdministrative Assistant
Mar. 2005 - Mar. 2006Fortaleza Area, Brazil• Filing and reception.
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