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Work Background
Rentals UnitedCustomer Success Specialist
Jun. 2022Barcelona, Catalonia, SpainI excelled in a dual role as an Onboarding Specialist and Customer Success professional.
Onboarding Specialist:
I guided new clients through seamless onboarding, managed implementation, connected them to sales channels, and promptly resolved any issues, ensuring a smooth transition. Customer Success:
For legacy clients, I nurtured relationships, analyzed performance metrics using Elevate, and provided actionable insights to enhance revenue. I consistently exceeded net revenue retention and expansion targets.
In this role, I played a pivotal part in Rentals United's growth and client satisfaction, combining onboarding expertise with long-term client success management.
Booking.comOperations and Product Support Executive • CS EMEA - Booking Transport
Apr. 2021 - Jun. 2022Barcelona, Catalonia, SpainMy responsibilities revolved around fostering excellent relationships, handling a substantial volume of operational requests from our transport unit across multiple communication channels, and collaborating with worldwide suppliers and internal teams to ensure precise and punctual vehicle confirmations. 1. **Customer and Colleague Relationship Building:** I prioritized the cultivation of strong relationships with both our customers and internal colleagues, contributing to a collaborative and supportive work environment.
2. **Operational Request Management:** My role involved efficiently managing a high volume of operational requests originating from our transport unit. I adeptly navigated various communication channels to ensure timely and effective responses.
3. **Supplier and Internal Liaison:** I collaborated extensively with our global network of suppliers and various internal departments. Through effective communication and rapport-building, I ensured the accurate and timely confirmation of vehicle bookings. Throughout my tenure at Booking.com, I consistently upheld the company's commitment to excellence in operations and product support, actively contributing to a seamless and efficient booking process for both customers and colleagues.
Booking.comCustomer adivisor - Portuguese/English • CS EMEA - Booking Transport
Apr. 2019 - Apr. 2021Barcelona y alrededores, EspañaSpecializing in providing exemplary support for customers in the Portuguese and English car rental markets. My responsibilities encompassed communication through phone, email, and chat channels, where I consistently aimed to achieve win-win solutions for both the company and the customer while adhering to established procedures and compliance standards. **Key Achievements and Responsibilities:** 1. **Customer Satisfaction:** I consistently maintained a high level of customer satisfaction, reflected in a CSAT score averaging 4.24 over the last six months. My dedication to First-Contact Resolution (FCR) also contributed to an impressive 82% rate. 2. **Training and Support:** I actively participated in the onboarding process for new agents by serving as a buddy and floorwalker. This involved guiding and supporting new team members, as well as assisting other teams with their questions and processes. 3. **Process Improvement:** I played a proactive role in ongoing collaboration with our insights team to comprehensively map our processes. This initiative aimed to identify areas of improvement and propose strategic next steps and suggestions for enhancing our operations. In my capacity as a Customer Advisor at Booking.com, I consistently demonstrated a commitment to professionalism, procedural adherence, and continuous improvement, ultimately contributing to the company's success in serving the Portuguese and English car rental markets.
SmartalkCustomer success -Project manager
Apr. 2018 - Nov. 2018Belo Horizonte, Minas Gerais, BrasilFollowing comprehensive briefing meetings to establish client and stakeholder expectations for success, I coordinated seamlessly with the content and design teams to orchestrate the development of tailored materials, including but not limited to PowerPoint presentations, speeches, and motion videos, designed to meet and exceed client objectives. In my role, I served as a dedicated representative of the client within the company, thereby assuming responsibility for project development, internal process optimization, and the well-being of my colleagues. My commitment to these aspects ensured the successful execution of projects and the overall health of the team. Additionally, my performance metrics underscore my dedication to client satisfaction, with a consistently high Net Promoter Score (NPS) averaging 80% over a nine-month period. My responsibilities spanned managing a client base of 40-60 concurrent clients, overseeing projects with durations ranging from 21 to 60 days.
iMedicinaCustomer Success
Jul. 2017 - Mar. 2018Belo Horizonte e Região, BrasilPerform onboarding of new clients after signing the contract. Train clients to use the iMedicine SAAS and coordinating actions with the support team; Educate how to create articles and update blog and social media in strategic way according to project goals. Frequent follow ups on the progress of the customer’ s project; Bi-monthly and bi-weekly. Evaluate KPI’s: Gloogle Adwords , analytics and data extracted by SAAS iMedicina- Using this data we could propose improvements and changes to the project.
Olé Languages, Spanish Courses in BarcelonaExchange Student
Jul. 2016 - May. 2017Barcelona e Região, Espanha
AIESECVice president and Director of Professional exchange
Dec. 2015 - May. 2016Belo Horizonte y alrededores, BrasilI managed a sales team of Corporate Exchanges for Start-ups at AIESEC in Belo Horizonte. Our focus was to be the bridge between the companies of Belo Horizonte that demanded a trained professional, and the foreign professional who wishes to work in one of the largest technology markets in the world.
My team was made up of 12 people, and as director it was my job to do all the strategic planning of the area, training managers to carry out the tactical assignments and the members to carry out the operational work. My management mode has always based in meritocracy and understanding what were the strengths of each person in the team, and extract that potential as quietly and organically as possible.
Also, I was part of the AIESEC National Team of Professional Exchange Support in Brazil, where I learn how to work with great productivity and high performance teams, focusing on the development of leadership. I was responsible to give training for the Brazilians network of in how to organize the visa and legalization of the professionals who come to Brazil to working at start-ups and partner companies.
Universidade FUMEC - OficialInternational Relations Specialist
Feb. 2015 - Jul. 2016Belo Horizonte y alrededores, BrasilActively searching for new institutional partners, mainly universities, for research, exchange of students ,faculty, and double degrees. Responsible for all the interactions between the students and the partner university, during the process of applications, acceptance, and enrollment. Organization of events aiming to explain the process of application and selection and after the visa and legal matters. Also, safety travel tips and emotional preparation for the exchange.
AIESECGlobal Internship Programme Outgoing Exchange Program Global Talent - Sales
Jul. 2014 - Dec. 2015Belo Horizonte Area, BrazilSearch, analysis and classification and screening of candidates interested in the program of
professional exchange in the fields of Management and Information Technology.
Negotiation with partner companies and entities that receive our exchange students. Management
team of 3 people, functional and organizational training, results of analyzes, use of productivity indicators (KPI's).
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