Amanda Caldeira Email & Phone Number

State Of Minas Gerais, Brazil

Remote

• Responsible for creating business rules at Trybe, ensuring that they were effectively communicated and understood by stakeholders.
• Evolution of operational processes, reducing execution time and increasing the quality of deliveries quality. Example: refining customer communications, reducing SLA response time.
• Head of the Support team, achieving an average of 95 in CSAT (Customer Satisfaction) scores.
• Responsible for resolving critical and sensitive customer relationship cases.
• Implementation of a new department, focused on low-touch customer support.

• Coordination of the Customer Success team (Student Experience and Soft Skills teams).
• Leadership of the team in all aspects of the customer experience, identifying needs at each stage of the journey, implementing and measuring the impact of strategies to increase engagement, satisfaction, and student.
• Defining and tracking OKRs and KPIs, as well as analyzing CSAT and NPS related to the course and student experience.
• Conducting onboardings, feedback sessions, and performance evaluations of the team, as well as participating in the recruitment process for new hires.

São Paulo

• Responsible for customer onboarding, customer relationship management, performance monitoring and taking action to improve student performance and engagement.
• Monitoring and analyzing success metrics, such as NPS, CSAT, churn and engagement rates.
• Conducting sessions focused on soft skills development, as well as individualized follow-ups through 1:1s with a focus on personal development and the skills required in the job market.
• Collect and communicate customer feedback to internal teams, influencing product improvements and the development of new features.

São Paulo, Brazil

• Team leader of the Educational Operation area, serving as the main point of contact with school leadership.
• Integration and collaboration with internal teams to resolve technical and operational challenges experienced by customers in the implementation and use of contracted solutions.
• Training the team to ensure customer engagement with the offered products and tools.

Belo Horizonte, Brazil

• Responsible for the onboarding and ongoing processes, aiming to empower the school team, delivering value and generating engagement.
• Training school managers and teachers on data analysis for strategic decision-making and accurate educational interventions in the classroom.
• Conducting training sessions and workshops for high school students, teachers, and educational managers.
• Identifying growth opportunities for upsell and cross-sell.
• Monitoring performance indicators such as retention and NPS.

Brazil

• Quality Engineer II 2015 - 2017Quality Engineer I 2013 - 2015
• Coordination of the customer audit process, leading its organization, conduction and post-audit improvement actions.
• Relationship management with international Oil and Gas market clients such as Shell, Total, and British Petroleum.
• Definition of guidelines and coordination of Corporate Programs implementation focusing on process optimization and quality awareness enhancement.
• Leadership in implementing continuous improvement programs based on PDCA, serving as a reference for production areas.

Brazil

Brazil

• Proposal of a demand response model for the residential electricity sector in Brazil, aiming at a more rational use by consumers, increasing the efficiency of installed energy capacity.

Brazil

• Feasibility analysis of new businesses/products and business plans for the creation of new companies.
• Market and competitors research, SWOT analysis.
• Commercial and economic analysis for the viability of businesses and how they would be structured.

Brazil

Leadership Principles

Leadership Principles is designed to help new and aspiring leaders unleash the potential in themselves and others, and cultivate.

Certificate In Customer Experience

Management Essentials

Management Essentials is designed to elevate managerial skills through a distinctive, hands-on approach to management. In the course.

Master Of Business Administration (Mba)

Bachelor'S Degree, Industrial Engineering