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Work Background
DocuSignGlobal Delivery Manager | Customer Success Manager | Product and Operations Manager
Feb. 2023 - Jul. 2024United States- Led complex, cross-functional Customer Service and Operations projects focused on optimizing operational efficiency and improving customer satisfaction;
-Developed and executed strategies to scale the Customer Success team to support growth in the South American and European markets.
- Partnered closely with product and engineering teams to deliver impactful product enhancements and improve the customer experience;
- Developed and executed tailored go-to-market strategies for Product Experience across South America and Europe, addressing specific regional needs and cultural differences;
- Enhanced service quality through process redesign, a high-level training program, and ongoing quality metrics monitoring.
DocuSignSenior Customer Service Manager - LATAM
Oct. 2021 - Jan. 2023São Paulo, Brazil- Led Technical Customer Service Operations across South America, managing a high-performing team and driving improvements in KPIs;
- Managed and mentored a team of customer service managers and supervisors, fostering a high-performance culture and transforming the team from a local to a global support organization.
- Standardized global service policies and procedures across all South American and European offices, significantly improving operational efficiency and service standards;
- Optimized customer service workflows and resource allocation, resulting in lower operational costs, higher service level agreements (SLAs), and improved customer satisfaction;
- Partnered with product development to integrate customer feedback into product enhancements;
- Created structured career development programs and onboarding processes, resulting in higher rates of employee promotion and satisfaction;
- Developed self-service content focused on reducing customer inquiries
ZuriProduct Development Manager | Project Manager | Customer Success Manager |
Sep. 2020 - Oct. 2021São Paulo, Brasil- Led a team of client success representatives focused on product retention, onboarding, and hyper care, managing the deployment, onboarding, training, support, and professional services delivery;
- Served as the primary point of contact between the company and customers, ensuring maximum value realization from our services, leading to significant customer lifetime value increase and customer churn reduction;
- Monitored product engagement and customer behavior, analyzing customer pain points to identify opportunities for engagement and product enhancement;
- Partnered with the Service Team to develop strategies that increased customer satisfaction, SLA, average handle time and first-call resolution metrics; - Served as a trusted advisor, aligning service delivery with client needs and driving operational improvements through collaboration with cross-functional teams;
- Implemented data-driven processes that boosted upsell, cross-sell, and product improvement projects across multiple sectors.
MoodarCustomer Success Manager
Oct. 2019 - Aug. 2020São Paulo, São Paulo, Brasil-Led and scaled the Customer Success department for a diverse B2B client portfolio across multiple sectors, driving significant growth and retention;
-Championed the customer journey, collaborating with Technology and Marketing to optimize the customer experience and improve customer satisfaction rates;
- Successfully managed retrofitting processes during the pandemic, resulting in a 210% increase in platform users and a 45% improvement in user engagement within the first month;
- Drove customer onboarding, relationship management, and proactive support, ensuring seamless integration and maximizing customer value;
- Consistently exceeded customer retention and expansion targets through strategic account management;
- Leveraged data-driven processes and performance metrics (KPIs like CSAT, NPS, and churn) to identify areas for improvement and inform customer success strategies;
- Mentored and developed junior customer success managers, fostering a high-performing team.
ZenklubCustomer Success Executive
May. 2019 - Sep. 2019São Paulo- Drove customer onboarding and product adoption through relationship management and impactful user training sessions;
- Analyzed customer needs and feedback, improving service offerings and enhancing customer experience;
- Monitored key customer success metrics (CSAT, NPS, CLV), using data-driven insights to inform customer success strategies and drive continuous business process improvement;
- Drove customer renewals and expansion via upsell and cross-sell opportunities;
-Grew client portfolio by 15% in 4 months through strategic planning for diverse businesses, specifically targeting;
-Improved business processes and enhanced customer onboarding, leading to increases in onboarding completion rates, customer satisfaction, and customer engagement, which contributed to the development of a primary B2B product.
Gleason`s TavernOperations Manager
Jun. 2018 - Jan. 2019Nova York, Estados Unidos-Led and trained staff to ensure operational excellence, reducing logistics and production costs by 16%;
-Managed B2B partner negotiations, logistics, and post-sales relationships, maintaining high product quality and customer satisfaction;
-Identified opportunities for continuous improvement, enhancing overall operational efficiency and profitability.
ASA CollegeInternational Admission Executive
Feb. 2018 - Dec. 2018Nova York, Estados Unidos-Guided students and agents throughout the admissions process, gathering necessary documentation and maintaining accurate data in the admissions database;
-Tracked applications and enrollment documents, ensuring all candidates met the university's entry requirements and deadlines for the program;
-Delivered exceptional customer service to both prospective and enrolled students by providing regular follow-ups and clear communication regarding the status of their applications;
-Collaborated proactively with internal departments and regional managers to ensure a smooth, timely, and efficient admissions process, enhancing overall applicant experience.
Universidade FUMECInternational Analyst
Mar. 2015 - Sep. 2017Belo Horizonte e Região, Brasil-Strategically managed the International Relations department, developing and executing a comprehensive commercial strategy that drove sector growth and resulted in a 40% increase in international partnerships;
-Identified and consolidated new business opportunities, leading a repositioning strategy within the education sector and overseeing negotiations for national and international agreements between governments and universities;
-Coordinated the rebranding and integration of commercial strategy, ensuring alignment with global market trends and enhancing the institution’s international presence.
Fundação Dom CabralSustentable Business Intern
Jul. 2013 - Mar. 2015Belo Horizonte e Região, BrasilGathered and created business cases from companies leading best practices, authored articles about sustainable solutions in retail and benchmarked retail businesses.
Walt Disney WorldMenchantainment (Merchandising e Entertainment)
Nov. 2011 - Mar. 2012Orlando, Flórida, Estados Unidos-Delivered exceptional customer service, ensuring an unforgettable experience for guests at the theme parks by adhering to the highest standards of quality and service excellence;
-Implemented and supported sales strategies, effectively promoting and selling experiences while maintaining the park's brand of "keeping the magic alive" through outstanding service;
-Consistently exceeded customer expectations, contributing to a positive, memorable experience that aligned with the park's vision of delivering magical moments.
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