Beatriz Bataus Email & Phone Number

State Of São Paulo, Brazil

Working as a consultant for small and medium-sized companies in the technology and services sectors. Delivered projects such as post-sale journey mapping, script review, cadence flow creation, customer service training, and omnichannel tool parameterization. Some of the clients served during this period include Sittax, CWBox, and Planning.As a mentor, I work with professionals who want to enter the CS or CX areas, supporting them in selection processes, or who already hold positions in… Show more Working as a consultant for small and medium-sized companies in the technology and services sectors. Delivered projects such as post-sale journey mapping, script review, cadence flow creation, customer service training, and omnichannel tool parameterization. Some of the clients served during this period include Sittax, CWBox, and Planning.As a mentor, I work with professionals who want to enter the CS or CX areas, supporting them in selection processes, or who already hold positions in these areas but need technical guidance to advance their careers. Show less

Goiânia

In a new challenge at the company, I managed 8 different areas, totaling around 100 employees, including 5 direct leaders. The teams were divided into direct customer service areas, such as support, call center, technical solutions center, and ombudsman. Additionally, I managed more specific areas of the digital certification business model, as well as Customer Experience and Customer Success areas of Assine.Online. We handled over 25,000 tickets/month across channels such as WhatsApp, email… Show more In a new challenge at the company, I managed 8 different areas, totaling around 100 employees, including 5 direct leaders. The teams were divided into direct customer service areas, such as support, call center, technical solutions center, and ombudsman. Additionally, I managed more specific areas of the digital certification business model, as well as Customer Experience and Customer Success areas of Assine.Online. We handled over 25,000 tickets/month across channels such as WhatsApp, email, and phone. Show less

Goiânia, Goiás, Brasil

Another great opportunity to build a CS area from scratch! In a spinoff of the Soluti group, I was part of the initial team of the Assine.Online platform. We recruited two internal talents, set up the playbooks, defined the management KPIs, hired the customer service and management platforms, created the SLA with the commercial team, and structured the support service model. I also served as an interim Product Owner for six months, conducting the survey, study, and design of the new version of… Show more Another great opportunity to build a CS area from scratch! In a spinoff of the Soluti group, I was part of the initial team of the Assine.Online platform. We recruited two internal talents, set up the playbooks, defined the management KPIs, hired the customer service and management platforms, created the SLA with the commercial team, and structured the support service model. I also served as an interim Product Owner for six months, conducting the survey, study, and design of the new version of the software. As a leader, my role was to manage the main metrics such as NPS, CSAT for service, net churn, and logo churn. I was also responsible for developing the team with constant 1:1s and alignments to propagate a customer-centric culture. By the end of the period, we had grown from 0 to over 400 clients, with 4 analysts divided between support, onboarding, and ongoing. Show less

São Paulo, Brasil

During a period of rapid expansion, I was responsible for coordinating a squad in delivering internal and external projects. I managed resources, tools, and people to meet client objectives in terms of both timing and quality. I worked throughout the client journey, from event kickoff, deliverable management, sprint follow-up, and post-sale. I managed projects for institutions such as Abrasel, Claro, IBM, Grupo Moura, and Algar.

Goiânia E Região, Brasil

I was invited to restructure the department in the company. Divided between Support, Onboarding, and Ongoing, my team was responsible for the entire post-sales customer journey, always focusing on increasing their lifetime with the company. As head, my role was to report the area's numbers to the CEO and work with partner leaders to design strategies to boost the business, think about product development, and correct the course whenever necessary. As a leader, my focus with the team was always… Show more I was invited to restructure the department in the company. Divided between Support, Onboarding, and Ongoing, my team was responsible for the entire post-sales customer journey, always focusing on increasing their lifetime with the company. As head, my role was to report the area's numbers to the CEO and work with partner leaders to design strategies to boost the business, think about product development, and correct the course whenever necessary. As a leader, my focus with the team was always on the constant improvement of internal processes, aiming for the best experience for them and the clients. We worked with indicators such as NPS, CSAT, LTV, and Net Churn. I handed over the department with 11 people, and we grew from 280 to 750 clients with an average net churn of less than 1% per month. Show less

Goiânia E Região, Brasil

Responsible for retention and loyalty strategies for 240 member companies of the Chamber and for assisting in the business sustainability and growth strategy, with direct involvement in the products and services offered by the organization; responsible for the strategic planning of the department, budget, and goals; direct leadership of a team of 3 people, performance monitoring, individual development planning, and behavioral characteristics.

Goiânia E Região, Brasil

Responsible for the creation, pricing, and management of sponsorship benefits, as well as the strategic elaboration of sales arguments through the identification of synergies between companies from various sectors and Amcham. I also worked on prospecting new members, scheduling and holding meetings with decision-makers, negotiating sponsorship quotas, and onboarding new members. Managed and maintained strategic relationships with sponsors, supporters, media partners, and suppliers, as well as… Show more Responsible for the creation, pricing, and management of sponsorship benefits, as well as the strategic elaboration of sales arguments through the identification of synergies between companies from various sectors and Amcham. I also worked on prospecting new members, scheduling and holding meetings with decision-makers, negotiating sponsorship quotas, and onboarding new members. Managed and maintained strategic relationships with sponsors, supporters, media partners, and suppliers, as well as drafting and billing negotiated contracts and recovering overdue revenues. Show less

Executive Mba, Digital Business Essential

* Gestão Estratégica de Marketing * Customer-Centric Mindset * Estratégicas Digitais * Customer Success * Gestão de Marketing * Relações.

Mba Executivo Em Gestão Comercial

Bacharel, Administração De Empresas