Laise Pôrto

Head of Customer Experience @Flwow

PowerBIScrumNegotiationsKanbanTechnologyChannel MarketingMVPE-commerceConsumer IndustryMedia & TelecommunicationsStrategic PartnershipsBrazilDirector💸 Marketing✔️ IT👍 Sales & BizDev🗿 HRAssistant Editor🧨 Consulting🎥 Entertainment🧮 EducationPublisherEditorBrand Marketing ManagerCommunications ManagerContent ManagerEmail Marketing ManagerInfluencer Marketing ManagerEvent ProducerChanel ManagerCreative ProducerMarketing Analytics ManagerCopywriterCustomer Success ManagerArtist ManagementProduct ManagerProject ManagerData AnalystBI AnalystSales ManagerBusiness Development ManagerPartnerships ManagerTutorTraining&Development SpecialistSoft Skills TrainerBusiness AnalystCommunity ManagerCustomer ResearcherPartnerMarketing DirectorResearcherCRM manager

With a deep-seated passion for cultivating positive customer relationships and CX, I have dedicated my career to enhancing consumer satisfaction and loyalty. I bring a wealth of experience in customer service, customer experience management, and strategic planning. I’m widely recognized for my ability to implement innovative strategies that drive customer engagement, streamline operations, and improve overall service delivery. My leadership has resulted in significant improvements in customer satisfaction rates and business performance. I’m committed to creating an exceptional customer experience that aligns with Flwow's organizational goals and bolsters its brand reputation.

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Network Power<100 people

Roles

💸83%

Marketing

✔️50%

🐦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.