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Work Background
DesenformaProject Manager
Oct. 2022RemoteProject management for professionals and brands, leveraging expertise in strategic planning, creative problem-solving, and marketing.
ETdogManaging Partner
Mar. 2022 - Nov. 2022Online Canine Education and Therapy Platform. We translate the canine world to help you maintain a healthy relationship with your pet. In our first year of existence, we achieved:
- 120 leads, with a 50% conversion rate
- 80 dogs treated
- A team of 5, including the two founders and several supporters I was responsible for managing customer strategy, developing operational processes, and co-creating the branding and market positioning of the brand.
DakiHead of CX
Sep. 2021 - Sep. 2022São Paulo (remote) · Remote- Developed and documented customer experience processes in a user-friendly knowledge base, setting a benchmark for other countries.
- Architect of the first chatbot, achieving over 60% retention in customer contacts, reducing response times by 70%, and enhancing client satisfaction. This model became a standard across other countries.
- Established urgency-based workflows for handling customer inquiries.
- Conducted quality monitoring to assess adherence to processes, tone of voice, and areas for improvement.
- Collaborated with internal stakeholders (marketing, retail, product, and operations) for exchanging insights on key issues and risks identified in customer interactions.
- Founded the training and engagement department, significantly increasing adherence to new processes.
DiDiCX Process Manager at 99Food/DiDi
Oct. 2020 - Aug. 2021São Paulo (remote) · Remote- Led a team focused on continuous improvement of customer and couriers CX processes.
- Conducted in-depth data analysis to provide insights for product, operations, and marketing teams.
- Received internal awards for collaboration on complex, high-impact projects.
- Played a key role in launching 99Food in strategic cities alongside the operations team.
- Conducted usability studies with the product team based in China.
- Awarded a management development mentorship in the Fast Forward program.
FixProduct Owner
Jul. 2020 - Oct. 2020São Paulo · RemoteServed as a product owner to incorporate operational insights into product decision-making, optimizing internal management tools, provider app usability, B2B partner dashboard, and B2C app.
FixHead of Operations
Jul. 2019 - Jul. 2020São Paulo Area, Brazil · Hybrid- Established a Provider Success division, applying customer success techniques to manage and support service providers on the platform.
- Managed key account portfolios including partners like Cyrela, Quinto Andar, Lello and Auxiliadora Predial.
- Created a structured support system with tiered levels (N1, N2, N3) for handling usability, administrative, and technical queries.
Autonomy ConsultingPartner
Aug. 2018 - May. 2022Sao Paulo Area, Brazil · RemoteMarketing consultancy agency, advising small businesses and freelancers on marketing structure, recruitment strategies, and business growth. - Devised communication plans, competitive analysis, brand positioning, and pricing strategies.
- Designed the marketing department including job descriptions, recruitment process, and team training.
- Managed briefings and monitored the execution of plans with third-party collaborators.
CollactCustomer Success Manager
Jul. 2015 - Jun. 2019Sao Paulo Area, Brazil · Hybrid- Developed the company's Health Score system with the product team, assessing customer engagement and platform performance metrics.
- Transformed in-person training into remote sessions, achieving operational efficiency and successful implementation.
- Performed large-scale ROI calculations for loyalty programs, enhancing marketing strategies for each partner.
- Founded the Customer Success team, including role design, recruitment, training, and management.
- Led the expansion of operations nationally post-merger with Stone Co, involving documentation of all processes and training materials for over 500 Stone call center operators.
LetsFamilyMarketing Intern
Jan. 2015 - Jul. 2015Sao Paulo Area, Brazil · On-siteAt that time, the main objective of the area was to recover the strength of the LetsFamily brand digital presence in Brazil - Development of the company's marketing and communication plan and the LetsFamily brand for 2015 - LetsFamily website redesign - Creation and follow up of briefings / execution of LetsFamily pieces (kits layout, sales folders and relationship materials such as gifts, emails and newsletters) - Development of projects on demand (email marketing, newsletters, promotions) of clients and prospects, with the sales team - Contact Base Optimization (CRM)
UnileverMarketing Intern
Jan. 2014 - Dec. 2014Sao Paulo Area, Brazil · On-siteMy main projects were relaunching the Dove Self-Esteem Project in Brazil and ensuring the quality of the relationship between Dove and the dermatological society - Monitoring and implementation of Dove Soaps and Dove Masterbrand launches in Brazil
- Management of the brand's medical plan (contact with doctors and dermatology professionals) - Dove Self-esteem Project relaunch, with the organization and execution of the Dove Day event (Unilever volunteering) - Dove and Unilever Health Institute website management - Creation of periodic reports on brand performance in the country - Social media management
- Budget Control
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