Ananda Sousa Email & Phone Number

Brazil

Skills: Conflict Resolution · Customer Relationship Management (CRM) · Problem Solving · Google Workspace · Customer Satisfaction · Telephone Etiquette · Document Management · Administration · Customer Retention · Client Relationship · Document Preparation and Drafting · Training Execution · Attention to Detail · Written Communication

- Customer service via WhatsApp and email- Process Improvement- Onboarding

At Feedz, I was responsible for leading the implementation process for large accounts, applying and structuring the knowledge gained from my previous experiences. My work involved constantly aligning expectations and resolving conflicts, as well as collaborating closely with the engineering team to understand new features, define next steps, and communicate this information clearly and concisely to clients. During my tenure, I maintained a satisfaction rate of over 95%.I served clients from various sectors, including industry, education, and construction, always interacting with HR professionals. This experience allowed me to develop valuable skills in managing expectations and delivering effective solutions.Skills: Travel Preparations · Conflict Resolution · Customer Relationship Management (CRM) · Problem Solving · Google Workspace · Customer Satisfaction · Telephone Etiquette · Administration · Customer Retention · Client Relationship · Training Execution · Attention to Detail · Written Communication

- Lead the onboarding process for new clients;- Ensure value delivery from the first contact;- Analyze and map processes for optimization;- Implement continuous improvements in operational processes;- Develop and execute engagement actions for the team;- Serve large clients, such as Camil.I was invited to join Engage by the Customer Success leader at the time, with the mission of understanding and optimizing internal processes. My main responsibility was to bring the Onboarding team closer together, suggesting strategic improvements and contributing to the development of courses and tools, such as tracking spreadsheets. This opportunity marked my first experience as an independent professional (PJ), where I gained a broad perspective on process management and the direct impact of my work on client success.Skills: Conflict Resolution · Customer Relationship Management (CRM) · Problem Solving · Customer Satisfaction · Telephone Etiquette · Administration · Customer Retention · Client Relationship · Training Execution · Attention to Detail · HubSpot · Written Communication

- Active member of the Well-Being Committee, contributing to the improvement of the organizational environment;- Responsible for the onboarding process of new clients, ensuring efficient integration;- Restructuring and optimizing the implementation process, aiming for greater agility and results;- Creation of instructional videos for internal and external training, promoting continuous development;- Conducting the onboarding process for new team members, ensuring quick and effective adaptation;- Experience in using CRM (Pipe Drive) for client and process management;- Providing service to large clients, such as Elevato, Lojas Monjuá, Baggagio, Sucré, and Shopping Eusébio.My journey at Gupy started at Niduu, where I began as a support agent (B2C). Within a few months, I was promoted to Customer Success Analyst, focusing on implementation, a role I held for the longest time. Over the course of my tenure, I received two more promotions, which gave me the opportunity to train teams, collaborate in the development and improvement of processes, and manage large market clients. This experience allowed me to develop strong expertise in client relationships and process optimization.Third promotion.Skills: Conflict Resolution · Customer Relationship Management (CRM) · Problem Solving · Google Workspace · Customer Satisfaction · Telephone Etiquette · Document Management · Administration · Customer Retention · Client Relationship · Document Drafting and Preparation · Training Execution · Attention to Detail · Written Communication

Second promotion.Skills: Conflict Resolution · Customer Relationship Management (CRM) · Problem Solving · Google Workspace · Customer Satisfaction · Telephone Etiquette · Document Management · Administration · Customer Retention · Client Relationship · Document Drafting and Preparation · Training Execution · Attention to Detail · Written Communication

I am involved in the onboarding process of new clients, providing support and training to ensure they gain full autonomy in using our platform. My work involves preparing clients for a more advanced phase after activation, where they have mastered the tools and are able to use them strategically to achieve their business objectives.- Oct/2021, Niduu was acquired by Gupy. First promotion.Skills: Conflict Resolution · Customer Relationship Management (CRM) · Problem Solving · Google Workspace · Customer Satisfaction · Telephone Etiquette · Document Management · Administration · Customer Retention · Client Relationship · Document Drafting and Preparation · Training Execution · Attention to Detail · HubSpot · Written Communication

- Customer service B2C, ensuring effective and resolution-driven support;- Assistance through platforms such as WhatsApp and HubSpot;- Complete management and monitoring of tickets, ensuring prompt responses;- Creation and monitoring of chatbot flows to optimize support;- Management of the support team's performance metrics, focusing on continuous improvement;- Updating and maintaining the knowledge base (FAQ), ensuring up-to-date and accessible information.Skills: Conflict Resolution · Problem Solving · Customer Satisfaction · Telephone Etiquette · Administration · Client Relationship · Training Execution · Attention to Detail · HubSpot · Written Communication

Brasil

- Customer service both in-person and by phone, ensuring service excellence;- Full management of the store, including operational processes and team management;- Conducting training sessions focused on products and service techniques, promoting team qualification;- Responsible for cash register closing and safe checking;- Recognized as employee of the month twice, due to outstanding performance;- Temporarily assumed the role of supervisor during vacation periods and the absence of the manager, overseeing store operations during a shift and reporting during the manager's absence;- Team leadership.Skills: Conflict Resolution · Problem Solving · Customer Satisfaction · Telephone Etiquette · Administration · Client Relationship · Training Execution · Attention to Detail

São Luís, Maranhão, Brasil

- Customer service in-person and by phone;- Management of internal processes;- Assisting with the return of mail;- Assisting with the issuance of telegrams;- Creating and tracking customer service spreadsheets.

Bachelor'S Degree In Business Administration, Business

High School Diplomas