Alexandra Silva Email & Phone Number

Gestão de projetos em agência de implementação do CRM Hubspot em clientes de diferentes verticais, com utilização de plataforma de gestão Click Up e metodologias híbridas (ágil e tradicional ou cascata).• Suporte à metodologia da área, incluindo elaboração e manutenção de documentos, templates e planilhas para acompanhamento de projetos e tarefas.• Definir e comunicar a visão do projeto para a equipe de desenvolvimento e stakeholders.• Responsável pela atualização e organização das informações de projetos na ferramenta de gestão ClickUp.• Gerenciamento e priorização do backlog de desenvolvimento.• Elaboração de relatórios periódicos e pontuais para monitoramento e acompanhamento de projetos.• Elaboração de documentação de atas de reuniões com equipes internas, externas e clientes.• Acompanhamento e documentação de sessões de treinamento para clientes, com foco no uso de ferramentas e aplicativos.• Suporte na coordenação e planejamento de atividades e tarefas para clientes e equipes internas.• Assistência nas atividades de gestão de recursos da área, em colaboração com o Resource Manager.• Colaborar com equipes multifuncionais para garantir a entrega de valor contínuo.• Analisar feedbacks e métricas para orientar melhorias no projeto, e analisar proativamente melhorias no projeto.• Melhoria contínua e inovação de processos;• Replanejamento e repactuação de prazos e cronograma;• Levantamento de riscos ao projeto;• Gestão de conflitos.

Sao Paulo, Sao Paulo Brazil

B2B SaaS platform for the food retail sector, serving small retailers with pricing intelligence, product recommendations based on regional trend data, focused on optimal stocking for increased sales and business development.Design, implementation, and maintenance of customer journey pipelines, incorporating data such as purchase frequency, buying potential, and customer size clusters;Special project dedicated to onboarding and churn phases;Customer data maintenance in CRMs Sensedata and later on Hubspot;Monitoring KPIs like NPS and Health Score, aiming to evaluate team performance gaps, process improvements, problem identification, and obstacles to goal achievement;Process improvement in metrication, customer data input, new intern platforms, consultant portfolio redistribution, new consultant onboarding, and new projects;Creation and automation of customer communication workflows, including order status updates, churned customer recovery, onboarding, open debt collection, among other recurring actions;Resolution of emerging issues in official channels and on Reclame Aqui (a Brazilian complaint platform);Implementation of Scrum and Kanban methodologies, acting as Scrum Master in a multidisciplinary team.

Sao Paulo

B2B SaaS platform for auto parts and automotive center sector, offering pricing and product suggestions based on regional trend data, focused on optimal stocking for increased sales and business development. Responsible for the operation of in mass communication for customers throughout the Business Unit and interface with the product team, generating opportunities for improvement.Management of company's B2B clients and platform;Analysis of purchase data and upselling or cross-selling opportunities, aiming to generate revenue and frequency, as well as customer loyalty;Input, analysis of customer feedback data and trends, and identification of needs, with the goal of creating personalized recommendations for customers and enhancing the discovery experience;Use of Scrum Agile in Customer Success.

Sao Paulo

Management of the sales team and optimization of Facebook Ads products in LATAM: Portuguese, Spanish, and English-speaking countries.Sales team performance monitoring and evaluation and feedback on hard and soft skills, and individualized development action plan for team consultants;Strategic sales and marketing planning, through analysis of customer portfolio coverage percentage, conversion rate monitoring, and campaign criteria optimization for better results;Management and monitoring of portfolio coverage, total revenue, revenue, volume, and activation percentage indicators, and optimization of products, through Tableau and internal platform (Facebook CRM);Quality control of service on Atento and Facebook's own platform;Internal conflict management and communication with stakeholders.

Sao Paulo

Responsible for developing and delivering and training for the Facebook Ads SMB LATAM customer service and sales teams. Training Mentor for Facebook Ads SMB LATAM, for operators and managers.Receipt of the technical support and sales training scope;Identification of training needs with coordinators and supervisors of the operation;Adaptation of the training material according to the identified needs;Control and management of calls to reserve training equipment and admissions of new employees;Provision of feedback based on performance and results of tests;Training Needs Analysis through the analysis of operation indicators and understanding of operational gaps.

São Paulo, São Paulo, Brasil

Suporte técnico via e-mail e telefone para Anúncios do Facebook.Interpretação e investigação de dúvidas sobre a plataforma e problemas técnicosFoco na satisfação e experiência do cliente.

São Paulo, São Paulo, Brasil

Suporte técnico receptivo para sistema iOS (Apple) em dispositivos móveis;Análise e assistência para problemas de software e hardware;Foco na experiência do cliente.

Technology Degree, Commercial Administration

Technic, Smb Administration