Anna Clara Marzocchi Email & Phone Number

Rio De Janeiro, Brazil

. Diagnosed the company's customer experience maturity level, identifying areas for improvement and developing action plans.. Constantly updated service scripts to ensure effectiveness, clarity, and alignment with best practices.. Created documents, guides, and support resources to facilitate the implementation of customer experience strategies.. Planned and executed training sessions on Customer-Centric Culture, Customer Experience, and Customer Service for teams and senior management, focusing on techniques and approaches that enhance customer satisfaction.. Promoted a customer-centric organizational culture, ensuring that all areas of the company were aligned with this goal.. Mapped and conducted detailed analyses of the customer journey and defined personas to identify and solve pain points.. Implemented and analyzed data-driven metrics such as NPS, CSAT, CES, and quality metrics like FCR, AHT, and ASA to assess customer satisfaction and service efficiency.. Intervened in churn cases by developing retention and recovery strategies.. Collaborated with different departments to collect and analyze data that generated valuable insights for the customer experience.. Led and managed projects focused on continuous improvement of the customer experience.. Prepared detailed reports on CX initiatives and results, presented to partners and senior management.. Analyzed and prepared reports on feedback and complaints recorded on Reclame Aqui, proposing solutions and improvements.. Developed and implemented internal processes that reduced friction and improved customer service efficiency.. Created error trees specific to each operational area to identify and understand improvement points.Results:. 50% reduction in AHT and ASA. 15% reduction in incidents generating customer service cases

Rio De Janeiro, Brazil

. Managed the support team by supervising routine operations (dailies, kick-offs, individual follow-ups, and 1:1s) to ensure high-quality customer support delivery.. Developed and implemented standard procedures to optimize operational efficiency and ensure consistency in customer service.. Structured and optimized the ticket tree to improve data collection on the types and frequency of customer issues for continuous improvement implementation.. Prepared reports and analyses for presentation to directors and peers, providing insights on areas for improvement, recurring issue trends, and strengths in customer support.. Continuously developed and monitored team performance metrics, implementing corrective actions and specialized training for service quality.. Collaborated with the technology team to proactively identify and resolve technical issues, resulting in a significant reduction in average resolution time.. Worked with sales and onboarding teams to ensure smooth transitions during implementation, identifying improvements for greater customer satisfaction and retention.. Communicated effectively with key customers to understand their needs and provide personalized solutions, strengthening relationships and contributing to business expansion.. Supervised support interactions, assisting in complex situations to develop the team's skills and system knowledge.. Provided exclusive support to enterprise clients, ensuring highly personalized service tailored to the specific needs of these large clients.Results:. Fostered a more cohesive team capable of solving problems independently.. Increased NPS rating by 15% and improved CSat average by 35% for the support team.

Rio De Janeiro, Brazil

. Provided efficient customer support by offering assistance with inquiries and resolving issues related to the use of the platform via WhatsApp.. Created and continuously improved support scripts, guides, and other materials to ensure consistency and quality in customer interactions.. Developed and executed transparent communication strategies with customers by preparing detailed communications about platform issues, maintenance needs, or system updates.. Supervised financial management related to third-party platforms for budget forecasting and cost reduction.. Developed and implemented a Crisis Management playbook to ensure a quick and effective response to mitigate risks and ensure operational continuity.. Collected and integrated customer feedback to drive continuous improvements, ensuring the platform meets the growing demands and expectations of users.. Identified and implemented customer experience improvements by analyzing feedback and proposing solutions to enhance platform usability.. Worked closely with technology teams to ensure integrated communication of technical problem resolutions on the platform, ensuring an optimized user experience.Results:. Cleared backlog in support interactions with a new structure of efficient and assertive responses.. Reduced expenses by 50% on third-party platforms, generating a monthly savings of over R$7,000 for the company.

Rio De Janeiro, Brazil

. Guided and assisted customers during the process of obtaining payroll loans, ensuring understanding of available options and effectively meeting their financial needs.. Provided continuous support throughout the purchase journey, proactively resolving customer issues and clarifying doubts to ensure a positive buying experience.. Established efficient communication with internal teams (operations and technology), collaborating proactively to quickly solve issues identified during the customer journey, promoting an integrated approach to ensure customer experience excellence.. Actively contributed to the development and continuous improvement of support scripts, ensuring the team was equipped with relevant information to provide consistent and high-quality service.. Constantly reviewed the automated engagement timeline with the marketing team to ensure cohesive communication.. Developed specialized training programs for the support team, focusing on maximizing lead conversion to customers and creating a consistent and positive customer experience.. Approached problem-solving with empathy, ensuring customer concerns were addressed quickly and effectively, promoting trust and ongoing satisfaction.. Consistently monitored sales metrics, analyzing data to identify trends, opportunities, and challenges. Implemented corrective actions and strategies to optimize performance and achieve established goals.. Worked closely with the marketing team to develop relevant content for lead generation on outbound platforms such as blogs and Instagram.

Rio De Janeiro E Região, Brasil

. Prospected and executed recruitment strategies to attract qualified brokers and real estate agencies to the platform, expanding the network of sellers.. Coordinated and executed training programs for independent brokers to enhance sales skills and knowledge about timeshare properties.. Developed and maintained strategic relationships with partners, ensuring satisfaction and loyalty.. Actively collaborated in the development of projects for new timeshare resorts, involving all stages from conception to project initiation.. Worked closely with marketing and sales teams to ensure assertive communication with leads.. Developed and conducted internal training for the team, covering sales tools to provide effective mastery and optimize operational efficiency.. Managed the financial aspects of platforms, including the analysis and optimization of internal office costs, ensuring efficient resource allocation to maximize profitability.

Rio De Janeiro, Brasil

Rio De Janeiro, Brazil

. Led the restructuring of the onboarding process in collaboration with National and Global teams to achieve a more efficient and engaging integration for new drivers.. Developed and implemented strategies to re-engage inactive leads, maximizing conversion opportunities.. Developed, executed, and analyzed offline campaigns using guerrilla and out-of-home (OOH) tactics to enhance brand visibility and attract new drivers.. Critically analyzed online campaigns in collaboration with the Global team, identifying gaps and implementing reforms to optimize lead acquisition effectiveness.. Developed and implemented automated responses to streamline backlog resolution of emails, enhancing efficiency and response speed to inquiries.Results:. Increased new driver presence rate by 15% from campaigns.. Eliminated email backlog with automated responses providing clarifications and addressing inquiries promptly.

Rio De Janeiro

. Coordinated the driver activation team, ensuring operational efficiency and achievement of established goals.. Developed impactful and informative visual materials for presentations at events aimed at engaging and informing new drivers about Cabify's advantages and practices.. Organized events and teams for new driver orientation, document collection, and vehicle inspections following company's quality and safety standards.. Regular speaker at events for approximately 100 drivers, providing explanations on app procedures, addressing inquiries, and ensuring driver comprehension.. Collaborated with the Quality team to continually improve best practices presentations, offering relevant and updated information to new drivers.. Developed training programs for new speakers to ensure the team effectively communicates essential information to drivers.. Identified and prioritized inactive drivers, implementing strategies to resolve backlog and ensure efficient activation rates.. Revamped the driver activation process, focusing on enhancing the relationship management strategy to boost driver conversion and participation in in-person presentations.Results:The mass driver activation program in Rio de Janeiro became a national success story, prompting the Global team to fully review the platform acquisition and activation process for enhanced efficiency. Subsequently, the training process was optimized, transitioning to direct app-led training through globally prepared videos. This shift significantly contributed to the agility and scalability of the global training process.

Rio De Janeiro

. Dedicated role in serving international accounts, ensuring efficient communication and personalized service tailored to the specific needs of foreign clients.. Led the coordination of the Sports Presentation, overseeing team composition and allocation across all arenas during the Rio 2016 Olympic Games.. Close collaboration with production, post-production teams, and other relevant departments to effectively integrate the needs of international clients into projects.. Supervised and assisted teams in producing athlete headshots, ensuring quality and alignment with client expectations.. Proactively established contact with clients, conducting regular follow-ups to ensure ongoing understanding of needs and expectations.. Developed detailed proposal letters and budgets aligned with client requirements to present personalized and competitive solutions.. Created detailed briefings and scoped out projects to ensure a clear understanding aligned with client expectations for audiovisual projects.. Comprehensive management and supervision of all stages of video production, including filming, editing, and art direction, maintaining high standards of quality and delivering within established deadlines.

Rio De Janeiro

Responsible for the control of outsourced employees, inventory and service orders; structuring and planning reports and presentations to the board.

Bachelor, Business Administration And Management, General

10 on the final thesis

Bacharelado, Administração Com Foco Em Entretenimento

High School/Secondary Diplomas And Certificates