Anna Costa Email & Phone Number

São Paulo, Brasil

São Caetano Do Sul, São Paulo, Brasil

- Gestão de projetos de Implantação de Software com apoio da ferramenta Jira; - Kickoff, discovery com stakeholders e implantação de software para equipes direcionadas;- Capacitação e orientação para equipes implantadas através de reuniões via Zoom e Google Meet;- Atuação em oportunidades de upsell e crossell durante o onboarding dos clientes, em apoio ao time de vendas e ongoing; - Implantação de clientes contas mid/small - Onboarding com acompanhamento de marcos de sucesso e entrega de primeiro valor do produto; - Criação, aprimoramento e documentação de processos internos; - Criação de conteúdo para apoiar outras áreas/times, visando a melhoria contínua em processos;- Reporte e gestão de demandas de melhorias apontadas pelos clientes para os times de produto e financeiro.

Rio Do Sul, Santa Catarina, Brazil

Continuous improvement, development and structuring of processes; - Churn retention and reversal; - Project management using Agile Methodologies and OKR Methodology; - Development of MRR maintenance and expansion strategies via CRM Pipedrive and SenseData; - Engagement in a SaaS platform; - Monitoring and development of strategies to reduce default; - Implementation training and recycling; - Portfolio management in tec, mid and high touch (approx. 100 high customers currently) - Documentation and presentations in G Suite; - Culture of feedback and process management via the QultureRocks platform. - Monitoring metrics and indicators inherent to the SaaS, CS and CX market (NPS, C-SAT, NET, Ratio, MAU, DAU, WAU, Churn, Use Score, Heatlh Score, CAAC, LTV)

São Paulo, São Paulo, Brazil

- Design, development and management of an Audit and Quality service project;- Proposal for insights into service improvements, based on data generated in audits, aiming to improve the Customer Experience;- Responsible for managing organizational culture in the team;- Alignment of processes between teams;- Design of flows to improve pre-defined processes for the team;- High touch portfolio management, monitoringmetrics and KPIs for maintaining engagement;- User support after onboarding, attendingto queries and problem reports, being the focal point until the demand is finalized- Weekly report (meetings) with customers to update demands, quantity ofrequested documents and resolution of specific demands;- Metrics: NPS, CSAT, Health Score; FCR, LTV

Rio De Janeiro, Brazil

- Customer service in tech-touch format, via chat and email;- User onboarding in the Financial Management product, with checkpoints to validate adherence;- User support after onboarding, answering questions and reporting problems. For unresolved demands at the first level, opening internal tickets for the Product and Finance team;- Focal point in service improvement projects: reducing TMA and reducing churn due to operational problems;- Main metrics: Answered Calls, TMA, TME, TPR, FCR and CSAT.

Especialização, Direito Público

Bacharelado Em Direito