As a Customer Success Team Leader, I strive to lead teams collaboratively and empathetically to achieve service excellence. At Fluency Academy, I implemented effective strategies that resulted in greater efficiency, motivation, and productivity of the team, ensuring an exceptional experience for our students.With previous roles as a Technical Support Analyst and Customer Success Assistant, I have always prioritized excellence in customer service, collaborating with other teams to improve the user experience and identify solutions for bugs and errors in our products. Additionally, I have experience in leadership and training in the healthcare industry.As a passionate professional, I value excellence in customer service and constantly seek to improve the solutions offered to our clients, personalizing them whenever possible.
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Growth OperationsCambly Inc. Oct 2023 - Apr 2024 -
Team Leader Cs - Technical Support SquadFluency Academy Oct 2022 - Jun 2023• Lead and empower a team of customer service agents to ensure that students have the best possible onboarding and post-sales experience.• Implement strategies to maximize team efficiency, motivation, and productivity, using KPIs.• Monitor and analyze team goals and objectives, as well as Customer Success department's OKRs.• Manage crisis situations and effectively resolve complex problems.• Identify upsell and cross-sell opportunities to increase recurring revenue and LTV (Lifetime Value).• Analyze churn and implement actions for student retention. -
Senior Technical Support AnalystFluency Academy Mar 2022 - Oct 2022• Structure and lead the technical support team.• Ensure that students with technical difficulties receive support to continue their studies.• Train and mentor colleagues to ensure excellence in student service.• Collaborate with technology and product teams to identify and implement user experience improvements.• Identify and propose solutions for errors and bugs in all products.• Structure and support, in conjunction with the courses team, the support team's process during live classes.
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Customer Success AssociateFluency Academy Apr 2021 - Mar 2022• Offer support to students, addressing questions and issues through various communication channels.• Collect feedback from students and forward it to internal teams to improve products and services.• Assist with contract renewals and upselling/cross-selling strategies to increase LTV (Lifetime Value).
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Administrative AssistantUnimed Ceará Dec 2015 - Jul 2019• Continuous training and development of service providers.• Effective leadership and team management.• Onboarding of new doctors and service providers.• Accurate administrative routines and adherence to deadlines.• Negotiation with internal and external clients to offer personalized solutions.• Identification and resolution of administrative and customer service problems for external clients.• Cross-selling, upselling, customer retention strategies, and churn prevention.
Amanda Moura Education Details
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Projeto E-JovemInformation Technology
Frequently Asked Questions about Amanda Moura
What is Amanda Moura's role at the current company?
Amanda Moura's current role is Team Lead | UX | QA | Technical Support | Onboarding | SaaS.
What schools did Amanda Moura attend?
Amanda Moura attended Projeto E-Jovem.
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Amanda Moura
Rio De Janeiro, Rj
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