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EdpuzzleEngagement and Growth - Brazil
Apr. 2023Leader responsible for customer engagement and growth in the entire Brazilian territory, ensuring exceptional experiences for our clients. By developing targeted strategies according to customer's journey, the focus is to cultivate strong relationships that drive engagement and growth. *** Edpuzzle is the best way to share video content with students. Create trackable, secure, un-skippable and distraction-free video content, and access data to plan next steps with your students.
EdpuzzleCustomer Success Coordinator
Jun. 2022 - Apr. 2023
Pris SoftwareHead of Customer Success
Apr. 2021 - Feb. 2022São Paulo, São Paulo, BrasilImplementation of the sector with NPS, CSAT, CES projects, customer journey mapping, churn monitoring, renewal, upsell, cross-sell;
Designing the area's OKRs.
Implementação de cultura com foco no cliente;
Projetos de melhoria contínua
EstácioRegional Relationship and Customer Success Coordinator
Oct. 2019 - Nov. 2020São Paulo, São Paulo, BrasilManagement of the customer success and regional service area. Leading a team of 48 people, including service assistants and coordinators.
EstácioRegional Customer Success Coordinator
Oct. 2018 - Oct. 2019São Paulo e Região, BrasilImplementation of the department across 24 units in the Central-South region, fostering a customer-centric culture for both in-person courses and digital products.
Management of 24 loyalty consultants.
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. Responsible for a customer base of 100,000 students.
Achievement of a historical contract renewal target in 2020 (not reached since 2016).
Integration project for the relationship and retention area of 2 brands acquired by the YDUQS group.
Improvement in the year-over-year retention percentage, increasing from 30% in 2019 to 45% in 2020.
Successful achievement of churn reduction targets in 2018, 2019, and 2020.
KrotonRegional Customer Success Coordinator
Feb. 2016 - May. 2018Implementation of the retention department in the 16 units of the Southern region for both in-person courses and digital products (EAD). Building and managing the customer service team and tracking key performance indicators: churn, retention, contract renewal. Monitoring the customer journey to reduce friction and ensure a positive experience at all touchpoints (in-person and online). Responsible for a customer base of 40,000 clients and a total average ticket of R$ 240 million per year, achieving retention goals and delivering the best results in Brazil.
Introducing a customer-centric culture across all operational areas.
UnicesumarRegional Supervisor of Digital Products - E-learning
Oct. 2015 - Feb. 2016Marketing and commercial campaigns for digital products (online undergraduate and postgraduate programs), monitoring the sales funnel. Onboarding of students, customer service, and retention. Consultancy for partner centers in various areas such as administration, people management, and sales. Responsible for managing 10 centers in the Southern region. Successfully achieved enrollment targets, with the Southern region delivering the best results in Brazil.
Fundação Getulio VargasMid-level Business Consultant
Jul. 2013 - Aug. 2014
Fundação Getulio VargasBusiness Consultant
Sep. 2010 - Jul. 2013Business and Trade Marketing Consultant, responsible for budget planning, campaigns in collaboration with advertising agencies, development of promotional materials for the academic calendar, enrollment campaigns, event calendar, trade actions, supplier hiring, campaign approval, and hiring and training of promoter teams. Negotiations for B2C and B2B contract closures and management of customer portfolio. In the past year, managed the sales team, developed and monitored sector reports. Increased unit revenue by 300% within one year after restructuring the department.
Introduced five new courses, expanding the institution's portfolio.
Successfully implemented a customer loyalty project, awarded a scholarship for an MBA program.