Ana Lessa Email & Phone Number

Santa Catarina, Brazil

• Desenvolver e otimizar processos e ferramentas que suportem a equipe de Customer Success na entrega de valor aos clientes.• Monitorar e analisar métricas de desempenho, fornecendo insights e recomendações para melhorias contínuas.• Automatizar processos e implementar soluções tecnológicas para aumentar a eficiência das operações.• Garantir a qualidade dos dados no sistema de CRM e em outras plataformas utilizadas pela equipe de Customer Success.• Desenvolver e manter… Show more • Desenvolver e otimizar processos e ferramentas que suportem a equipe de Customer Success na entrega de valor aos clientes.• Monitorar e analisar métricas de desempenho, fornecendo insights e recomendações para melhorias contínuas.• Automatizar processos e implementar soluções tecnológicas para aumentar a eficiência das operações.• Garantir a qualidade dos dados no sistema de CRM e em outras plataformas utilizadas pela equipe de Customer Success.• Desenvolver e manter dashboards e relatórios que suportem a tomada de decisão baseada em dados.• Identificar e resolver problemas operacionais, garantindo a entrega de uma experiência consistente e de alta qualidade aos clientes.• Realizar a gestão de projetos de melhoria contínua, desde a concepção até a implementação e avaliação dos resultados. Show less

▪ Built Reports with Excel and Automation in Python, using data collection via REST API, increasing in a 3x in delivery speed for clients across 17 different business niches.▪ Managed a 90 Clients´ portfolio in a End-to-End life cycle through the creation of interactive dashboards with customized KPIs using Power BI and Hubspot, resulting in an 80% of portfolio coverage.▪ Optimization of Customer Experience and Customer Success Operations Teams for multiple companies by providing… Show more ▪ Built Reports with Excel and Automation in Python, using data collection via REST API, increasing in a 3x in delivery speed for clients across 17 different business niches.▪ Managed a 90 Clients´ portfolio in a End-to-End life cycle through the creation of interactive dashboards with customized KPIs using Power BI and Hubspot, resulting in an 80% of portfolio coverage.▪ Optimization of Customer Experience and Customer Success Operations Teams for multiple companies by providing training on data-driven processes and key business indicators (such as NPS, CSAT, CES, NRR, and EGR).▪ Providing Consultancy with Personalized Support to the evolution of Consumer Experience indicators to stakeholders in the Tech, Agriculture, Utility, Real Estate, Cosmetics, Health, and Tourism industries, serving the largest market players.▪ Strategic Support in the Creation of Surveys with Statistically Validated Samples, impacting over 7.5 million consumers, to increase recurring revenue.• Conduct proposals and agreements with our clients and juridical team. • Present service business value to customers for new or existing business resolving problems with data centric decisions Show less

• CXS consultant strategies applied on Mid to Enterprise Businesses, with data centric methodology• Synthesized and developed precise recommendations to build, optimize or extend clients Customer Journey and Customer Research into an experience blueprint • Training client teams to apply CX Campaigns focused on results, using metrics as NPS, CES, CSAT, Ratings and more• Managed +50 Strategic Brazilian clients on Healthcare, Finance, Industrial and Construction Niches• Created… Show more • CXS consultant strategies applied on Mid to Enterprise Businesses, with data centric methodology• Synthesized and developed precise recommendations to build, optimize or extend clients Customer Journey and Customer Research into an experience blueprint • Training client teams to apply CX Campaigns focused on results, using metrics as NPS, CES, CSAT, Ratings and more• Managed +50 Strategic Brazilian clients on Healthcare, Finance, Industrial and Construction Niches• Created technical and educational materials to Stakeholders decisions Show less

Florianópolis, Santa Catarina, Brazil

• Built Business´ Reports on Power Bi using SQL, Python and Dax, increasing data fidelity on real time at 40%• Data standardization, hygiene and update within the Data Warehouse• Developed Customer Research which reflected more than 83% of Brazilian Ombudsman Market Niche• Created the Customer Journey Milestones´ Health Score, predicting behavior and reducing Net Churn to -7,1% • Managed B2B clients´ end to end, improving Customer Retention and Customer Loyalty, reducing Churn… Show more • Built Business´ Reports on Power Bi using SQL, Python and Dax, increasing data fidelity on real time at 40%• Data standardization, hygiene and update within the Data Warehouse• Developed Customer Research which reflected more than 83% of Brazilian Ombudsman Market Niche• Created the Customer Journey Milestones´ Health Score, predicting behavior and reducing Net Churn to -7,1% • Managed B2B clients´ end to end, improving Customer Retention and Customer Loyalty, reducing Churn Risk by 67%• Collaborated with tech, support and marketing teams to improve Customer Experience and helping transitions On Premise to Saas users Show less

Florianópolis, Santa Catarina, Brazil

• Improved NPS strategy on a 43% growth rate within a year, as well managing Customer Success´ metrics as CES. CSAT, LTV• Developed processes and 1:1 strategies with a CX or human-first focus• Customer Journey mapping, closing gaps and potentializing AHA and WOW moments• Reduced Onboarding Time on 36% with agile methods, helping Adoption rates increase

Florianópolis, Santa Catarina, Brasil

• Responsible for handling the Estate Environmental Inspection Fee, streamlining payments, and providing instructions to companies.• Organization and management of financial processes, such as daily payments and employee payroll.

Florianópolis E Região

• Cultivei uma Rede de Apoio entre Estudantes e o Centro Histórico de Florianópolis, através da cultura, culinária e confeitaria.• Projetei uma estratégia de redesenvolvimento e reapropriação do Centro Histórico de Florianópolis através do voluntariado, em parceria com o Cocreation Lab

Home

• Criei e desenvolvi Branding para Pequenos Negócios e Marketing Pessoal.

Associate Degree, Data Science, Big Data & Bi

Técnico, Advertising, 10

Activities and Societies: Projeto de revitalização do Centro Histórico de Florianópolis com CoCreation Lab; Produção do Evento Comunica.