Carmem Medeiros Email & Phone Number

Brasil

Client Portfolio Management:-Managing a portfolio with Middle Market clients (annual revenue above R$ 4.8 million), driving upsell and cross-sell initiatives;-Ensuring high levels of customer satisfaction by facilitating effective use of the platform and its functionalities;-Regular analysis of client needs and feedback to tailor solutions and maximize platform value.Training and Development:-Leading or supporting new hire onboarding and training, focusing on… Show more Client Portfolio Management:-Managing a portfolio with Middle Market clients (annual revenue above R$ 4.8 million), driving upsell and cross-sell initiatives;-Ensuring high levels of customer satisfaction by facilitating effective use of the platform and its functionalities;-Regular analysis of client needs and feedback to tailor solutions and maximize platform value.Training and Development:-Leading or supporting new hire onboarding and training, focusing on BackOffice processes and direct client interactions;-Supporting the development and implementation of a comprehensive operational Play Book to standardize and optimize team processes;-Conducting hands-on training sessions with new hires, showcasing product, features, and tools used for day-to-day operations;-Conducting practical training sessions for clients, enhancing their understanding and usage of platform functionalities.Cross-functional Collaboration:-Working closely with developers, support, product, and engineering teams to advocate for client needs and drive platform improvements;-Facilitating effective communication between departments to ensure timely resolution of client issues and continuous platform enhancement;-Actively participating in cross-departmental meetings to align on goals and strategies, ensuring a cohesive approach to customer success.Customer Support and Problem Resolution:-Serving as the primary point of contact for high-priority clients in the portfolio, addressing and resolving complex issues promptly;-Implementing and supporting proactive strategies to identify and mitigate potential client challenges before escalation;-Supporting and participating in internal teams to provide comprehensive support and maintain strong client relationships. Show less

Focused on Small Accounts:- Main point of contact with clients for solutions tailored to their businesses;- Building and maintaining strong, long-lasting relationships with portfolio clients;- Understanding each company's real needs subjectively, and thus offering the best available solutions to ensure their success with platform utilization;- Responsible for Upsell and Cross-sell processes of portfolio clients, always seeking the best options available for their… Show more Focused on Small Accounts:- Main point of contact with clients for solutions tailored to their businesses;- Building and maintaining strong, long-lasting relationships with portfolio clients;- Understanding each company's real needs subjectively, and thus offering the best available solutions to ensure their success with platform utilization;- Responsible for Upsell and Cross-sell processes of portfolio clients, always seeking the best options available for their operations.My approach involves not only solving immediate problems but also anticipating clients' future needs and providing strategic guidance to help them achieve sustainable growth and success. I act as a reliable partner and consultant, offering valuable insights and working alongside companies to boost their performance and maximize their potential. Show less

- Establishing a closer relationship between the company and clients;- Proactively and strategically approaching the customer base with a focus on plan renewal;- Analyzing product usage, heat mapping, and identifying opportunities to increase document consumption and upsell/cross-sell;- Gathering constant feedback on the platform, especially from clients showing minimal or no usage, and providing insights to the product team.

Campina Grande, Paraíba, Brazil

-Initially handled Tier 1 support for clients with accounts less than three months old, addressing initial inquiries and issues;-Later transitioned to Tier 1 support for Business Accounts, providing assistance via phone and chat from account opening through daily usage processes;-Conducted daily feedback collection;-Escalated complex issues to Tier 2 with all necessary evidence, ensuring efficient resolution flow;-Gathered and forwarded information on potential fraud cases… Show more -Initially handled Tier 1 support for clients with accounts less than three months old, addressing initial inquiries and issues;-Later transitioned to Tier 1 support for Business Accounts, providing assistance via phone and chat from account opening through daily usage processes;-Conducted daily feedback collection;-Escalated complex issues to Tier 2 with all necessary evidence, ensuring efficient resolution flow;-Gathered and forwarded information on potential fraud cases, collaborating with Tier 2 team for critical case resolution. Show less

Campina Grande, Paraíba, Brazil

-Assisting bettors with inquiries and concerns, delivering efficient and friendly customer service;-Directing requests to specialized teams in betting and finance, ensuring quick resolution of complex issues;-Acting as a financial agent during peak periods, processing customer deposits and withdrawals promptly and accurately.

Brazil

-Support, development, and implementation of effective strategies to attract new donors, significantly increasing the NGO's support base;-Creation and maintenance of long-lasting relationships with new donors, ensuring a steady flow of contributions;-Confirmation of monthly, bimonthly, and quarterly donations, ensuring timely receipt of funds;-Reactivation of previous donors through personalized campaigns and direct contacts, recovering crucial financial support for the… Show more -Support, development, and implementation of effective strategies to attract new donors, significantly increasing the NGO's support base;-Creation and maintenance of long-lasting relationships with new donors, ensuring a steady flow of contributions;-Confirmation of monthly, bimonthly, and quarterly donations, ensuring timely receipt of funds;-Reactivation of previous donors through personalized campaigns and direct contacts, recovering crucial financial support for the Association;-Contribution to the NGO's mission, which included covering medical exams, psychological support, nutritional assistance, and other essential services for cancer patients. Show less

Brazil

Authorized representative company of the Swiss brand PHONAK, specializing in sales of hearing aids, maintenance, and exclusive accessories. -Customer service provided both in-person and over the phone, offering support and solutions to clients;-Sale of accessories and daily scheduling of appointments;-Participation in marketing campaigns to promote products and services;-Assistance to the responsible audiologist in their commercial demands, enhancing operational… Show more Authorized representative company of the Swiss brand PHONAK, specializing in sales of hearing aids, maintenance, and exclusive accessories. -Customer service provided both in-person and over the phone, offering support and solutions to clients;-Sale of accessories and daily scheduling of appointments;-Participation in marketing campaigns to promote products and services;-Assistance to the responsible audiologist in their commercial demands, enhancing operational efficiency;-Management of administrative and financial tasks, including invoicing and cash closing. Show less

Brazil

-Support, development, and implementation of effective strategies to attract new donors, significantly increasing the NGO's support base;-Creation and maintenance of long-lasting relationships with new donors, ensuring a steady flow of contributions;-Confirmation of monthly, bimonthly, and quarterly donations, ensuring timely receipt of funds;-Reactivation of previous donors through personalized campaigns and direct contacts, recovering crucial financial support for the… Show more -Support, development, and implementation of effective strategies to attract new donors, significantly increasing the NGO's support base;-Creation and maintenance of long-lasting relationships with new donors, ensuring a steady flow of contributions;-Confirmation of monthly, bimonthly, and quarterly donations, ensuring timely receipt of funds;-Reactivation of previous donors through personalized campaigns and direct contacts, recovering crucial financial support for the Association;-Contribution to the NGO's mission, which included covering medical exams, psychological support, nutritional assistance, and other essential services for cancer patients. Show less

Pós-Graduação Lato Sensu - Especialização, Educational/Instructional Media Design

Curso Técnico, Ti, Não Finalizado. Realizado Até A Finalização Da Especificação De Software.

Activities and Societies: Especificação de Software e desenvolvimento de uma aplicação à nível mundial. Curso na área de TI. Foco em.

Especialização, Gestão Em Serviço Social E Políticas Públicas

Bacharelado, Social Work