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Work Background
Rock ContentCustomer Success Manager
Nov. 2024Barcelona, Catalonia, SpainReturned to Rock Content to continue leading key enterprise accounts after a brief pause. Focused on renewals, retention, and delivering strategic value through interactive content experiences for B2B clients. Rebuilt momentum with global stakeholders and led high-impact projects across multiple industries.
SarchentuCompliance Coordinator
Sep. 2024 - Nov. 2024Barcelona, Catalonia, SpainManaged case data in Salesforce, ensuring compliance and accuracy across operational workflows. Collaborated with cross-functional teams and proposed process improvements to streamline tracking and reporting.
Rock ContentCustomer Success Manager
May. 2023 - Feb. 2024Belo Horizonte, Minas Gerais, BrasilManaged a portfolio of 50+ global enterprise clients. Led onboarding, QBRs, and content delivery projects using Ion and HubSpot. Collaborated with design and tech teams to deliver lead-generating interactive experiences.
Rock ContentSolutions Consultant
Feb. 2023 - May. 2023Belo Horizonte, Minas Gerais, BrasilSupported the sales team by delivering tailored product demos and solution strategies during pre-sales cycles. Conducted discovery calls and translated client pain points into Ion-powered solutions.
Rock ContentProject Manager
Feb. 2022 - Feb. 2023Led the sunset of a legacy product and the migration of client accounts to a partner platform. Delivered interactive content projects and blogs using Ion and WordPress. Worked closely with C-levels, customer success teams, designers and developers to ensure smooth delivery for global clients.
Opinion BoxResearch Project Manager
Nov. 2017 - Dec. 2021Belo Horizonte e Região, BrasilManaged the full lifecycle of B2B research projects. Responsible for survey logic, fieldwork, data quality, and actionable insights for diverse industries.
Ecobonuz - Economia e benefícios todo diaCustomer Experience Analyst
May. 2017 - Oct. 2017Belo Horizonte, Minas GeraisBuilt the customer service function from scratch, creating processes and tools to support user needs in a growing startup. Played a key role in launching and promoting a loyalty program focused on public transportation usage, working cross-functionally and supporting digital outreach efforts.
Centro Universitário de Belo HorizonteCustomer Suppport Team Lead
Dec. 2015 - Dec. 2016Belo Horizonte, Minas Gerais, BrazilLed a team of 40 support agents in a high-volume academic call center, ensuring fast and empathetic resolution of student requests. Created a “Case Solutions Framework” to triage and resolve complex issues in collaboration with other departments, boosting team performance and satisfaction rates.
Centro Universitário de Belo HorizonteOperations Assistant - Student Services
Oct. 2014 - Nov. 2015Belo Horizonte e Região, BrasilServed as the first point of contact for students and supported internal operations behind the scenes. Tracked key metrics and produced performance reports, which supported decisions that improved service workflows and reduced response time.
Fundação São Francisco XavierAdministrative & Academic Support Assistant
Aug. 2012 - Jun. 2013Ipatinga, Minas Gerais, BrazilSupported the academic and administrative operations by formatting internal documents and educational materials (e.g., tests, exercises, reports) according to school standards. Maintained accuracy and confidentiality in handling sensitive content. Regularly collaborated with teaching staff to streamline communication and ensure timely delivery of learning resources.
O BoticárioRetail Sales Consultant
Oct. 2010 - Apr. 2012Ipatinga, Minas Gerais, BrazilProvided customer service and product recommendations in a dynamic retail environment, helping clients choose cosmetics and fragrances based on their needs and preferences. Developed strong interpersonal skills while supporting sales goals and enhancing the in-store experience.
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