Requests
17
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Network Power<100 people
Roles
💸83%
Marketing
✔️50%
IT
🐦50%
Design
Geos
🇧🇷50%
Brazil
🇬🇧16%
United Kingdom
🇷🇸16%
Serbia
Work Background
FLWOW! - B2B Customer & Employee ExperienceHead of CX Education & Content
Apr. 2023• Responsible for operationalizing educational projects and content related to B2B and Customer Centricity in Brazil and different countries around the world.
• Development of courses, immersions, training and certifications, with the participation of market executives, in Brazil and abroad.
• Execution of an annual strategic plan to launch Customer Experience courses, content and educational products.
• Coordination of the work of the student support team and all its areas of activity, holding weekly meetings with the aim of improving performance and customer service.
• Teach courses and lectures in Brazil and abroad.
• Coordination and direction of the focus of the commercial approach to the offering of educational and market products and solutions, according to the annual launch calendar. Results Obtained:
• Restructuring of the Education and Content area: workflow, processes, team, tools, goals and reports in order to guarantee a profitable, automated and scalable operation in Brazil and around the world.
• Development and increase of the portfolio of B2B and Customer Centricity courses.
• Creation of digital marketing and traffic campaigns focused on launching infoproducts, together with other teams.
• Structuring product launch performance reports, student usability and performance in the education and content area.
TX Hub - Tourist Experience InnovationCo-founder & CX Director
Dec. 2022• Responsible for developing partnerships and educational projects in Tourist Experience.
• Organize and deliver training for service teams in the hospitality segment.
• Execution of strategic branding experience plan.
• Management of relationships with customers and partners.
• Preparation of strategic planning focused on the tourist experience.
• Curation and development of new educational products focused on the Tourist Experience.
• Lead the development of professional training.
• Carrying out and conducting lectures, training, certifications and events.
Hidrovias do BrasilHead of Customer Experience
Jul. 2020 - Dec. 2022- Listened closely to each customer's needs, and determined the best possible response and solution.
- Worked cross-functionally through concept, design, development, deployment, and post launch analysis to develop CX projects.
- Coached staff on delivering exemplary customer service.
- Created foundation for the Customer Experience department and implemented current workflows from the ground up.
- Identified, monitored, and reported on relevant KPIs at weekly product team meetings
- Spearheaded transition to Salesforce for more streamlined customer engagement.
- Evaluated trends and provided recommendations to executive management regarding quality of service including speed of resolution.
- Generated and analyzed KPI reports including speed to answer and average handle time.
- Improved the quality of customer service by analyzing and redesigning processes and implementing changes based upon monthly and quarterly reports.
- Integrated qualitative insights into Continuous Improvement projects to align the overall improvement to customer experience and customer-centric thinking.
Wilson SonsCustomer Experience Specialist
Apr. 2016 - Aug. 2020- Developed and implemented the customer journey as Project Manager with a cross-department team.
- Implemented and managed CRM for better consumer engagement to strengthen sales, loyalty and retention.
- Enhanced Customer Experience to optimize business results through data driven personalisation.
- Improved Customer Satisfaction (CSAT) and Net Promoter Score in 9 months.
- Through strategic management and measurement of team performance, developed, planed and executed departmental improvements while simplifying processes.
- Worked with top management to provide a work environment and culture that promoted customer service, staff development and achievement.
- Conducted surveys to gather information on customer opinion of rendered services.
- Led the customer experience projects from conducting market research, understanding customer behavior and customer pain-points.
- Liaised with different departments to ensure delivery of high quality services.
Largo Resources Ltd.Corporate Communications Analyst
Jul. 2015 - Mar. 2016- Developed and implemented communication strategies to increase brand visibility on- and offline during known peak seasons.
- Collaborated with internal clients across lines of businesses to develop new projects, thought leaders, human resources and employee communications, information technology, compliance, etc.
- Developed and analyzed employee surveys.
- Analyzed intranet statistics on a monthly basis to determine communication and operational effectiveness.
- Led redesign of internal and external marketing collateral, including flyers and brochures.
- Worked closely with leaders and the global communications team to keep the employees knowledgeable about new initiatives, campaigns, successes and general news.
BASFSenior Communications Analyst
Jul. 2014 - Jun. 2015Contract by Qualicom- Optimized business processes leading to increased productively and reduced costs - Improved project implementation by creating road maps to streamline processes and improve communication.
- Conceptualized and launched numerous campaigns.
- Highly capable of creating and managing large departmental and project budgets.
- Overall management, from creation to publication, of a variety of messaging and process/policy materials, announcements and news articles, digital content.
- Change management plans and various special projects relating to the intranet and other communication vehicles.
- Monitored effectiveness of various campaigns and communication strategies.
FIFATicketing V. Venue Manager
Jan. 2014 - Jul. 2014- Worked closely with the Venue Ticketing Manager.
- Provided local communications to the volunteers leading up to and through the duration of the FIFA World Cup.
- Responsible for managing the ticketing volunteers, training the staffs, customer care and interaction with the suppliers.
- Stadium responsible for ticketing and match day operations with resolution of ticketing related issues.
GoogleOperations Lead - Footprint Project
Aug. 2013 - Dec. 2013- Mapping Operations Lead – Monitored driver performance, evaluating productivity, managing work assignments and responding to operational issues.
- Special Collects Operations Lead – Coordinated the acquisition of authorizations for special mapping including a vast number of public and private partners.
- Recruited staff, training new members, delegating tasks, identifying key opportunities for operational improvement.
FIFATicketing V. Venue Manager
Jan. 2013 - Jul. 2013Bahia- Worked closely with the Venue Ticketing Manager.
- Provided local communications to the volunteers leading up to and through the duration of the FIFA Confederations Cup.
- Responsible for managing the ticketing volunteers, training the staffs, customer care and interaction with the suppliers.
- Stadium responsible for ticketing and match day operations with resolution of ticketing related issues.
Absolut TechnologiesPleno Marketing Analyst
Jan. 2011 - Dec. 2013- Devised the strategic plan, marketing plan and operational plan for the organization.
- Prepared the entire marketing communication for the company.
- Identified and negotiated deals with vendors for infrastructure set up for the new projects.
- Conducted promo activities, partnering with print and visual media.
- Analyzed metrics in order to identify effect-cause relationships between financial outcomes and marketed actions, thus raising profitability.
- Built marketed dashboards, enabling visualization of indicators of fundamental performance.
- Managed and delivered all social media activities (content strategy, develop brand awareness, generate inbound traffic and cultivate leads and sales)
All Serv Assessoria EmpresarialMarketing Manager
Jan. 2008 - Dec. 2010- Planned and implemented promotional campaigns.
- Directed the hiring, training and performance evaluations of marketing and sales staff and oversee their daily activities.
- Identified, developed and evaluated marketing strategy based on knowledge of establishment objectives, market characteristics and cost and markup factors.
- Developed pricing strategies, balancing firm objectives and customer satisfaction.
- Compiled lists describing services offerings.
- Used sales forecasting and strategic planning to ensure the sale and profitability of services, analyzing business developments and monitoring market trends.
- Coordinated and participated in promotional activities and trade shows, working with developers, advertisers and production managers, to market services.
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