Leandro C. Email & Phone Number

State Of Paraná, Brazil

Curitiba, Paraná, Brasil

Florianópolis, Santa Catarina, Brasil

Florianópolis, Santa Catarina, Brasil

Support CS teams in constant improvements, seeking to empower customers and CS's.- Communicate about product changes (RD Station Marketing and/or CRM) to the CS area.- Structure training related to good practices for using the product so that CS's can better support customers.- Quality check-ups by the Level1 and Level2 technical support teams, with the aim of directing the points of improvement and reinforcing the positive points, so that they can be replicated.-… Show more Support CS teams in constant improvements, seeking to empower customers and CS's.- Communicate about product changes (RD Station Marketing and/or CRM) to the CS area.- Structure training related to good practices for using the product so that CS's can better support customers.- Quality check-ups by the Level1 and Level2 technical support teams, with the aim of directing the points of improvement and reinforcing the positive points, so that they can be replicated.- Calibration with the leaders, seeking linearity within the check-up steps to survey improvements, whether training; improvements to playbooks and processes, etc.- Facilitate the understanding of the LGPD (General Data Protection Law) and the use of the law with the product and marketing strategies.- Identify and execute improvements in the processes and playbooks of the areas, in addition to planning for the continuous improvement of the teams being the focal point of communications between: product, product marketing and CX.- Mapping potential bottlenecks with leaders to design training that can help them.- Measuring and reporting the impacts of training and qualifications carried out, including lessons learned.- Facilitate communications between areas, bringing the macro scenario and the main indicators affected by each change. Show less

Florianópolis, Santa Catarina, Brasil

- Quality focal point to the Customer Success teams, seeking process improvements, adherence to playbooks and founding gaps in processes to deliver a better experience to our customers.-Spraining for the Support teams (Level 1, Level 2, Ombudsman, social midia complaint and PLG Support), aiming to facilitate adherence to new processes and products, as well as mapping opportunities for improvements in processes and services.- cadence of meeting with direct leaders of the CS area for… Show more - Quality focal point to the Customer Success teams, seeking process improvements, adherence to playbooks and founding gaps in processes to deliver a better experience to our customers.-Spraining for the Support teams (Level 1, Level 2, Ombudsman, social midia complaint and PLG Support), aiming to facilitate adherence to new processes and products, as well as mapping opportunities for improvements in processes and services.- cadence of meeting with direct leaders of the CS area for quality calibration sessions, in addition to mapping the area's demands.- Facilitation of cross-area projects and initiatives, such as the dissemination of new product features and team training, playbooks and processes for new products/features.- Feedback and development of Support Agents together with leaders, using inputs and data from quality check-ups.- Production of synchronous and asynchronous content focused on facilitating development actions for employees in the Customer Success area.-Focus on get better actions mainly for support teams.- Facilitation of development actions in the cross revenue area.- Implementation of the Video Calls area for advanced customers in the technical support team (development of training courses, playbooks and support materials). Show less

Florianópolis, Santa Catarina, Brasil

- Strategic assistance to marketing agencies and end customers, aiming to understand points of strategic improvement in all points relevant to the strategy, from attraction campaigns, involving paid media (Facebook, Instagram, LinkedIn, Google Ads and the like), passing through conversions and sales funnel analysis and result metrics.- Withholding revenue from customers at risk of cancellation, either by direct order or default. (MRR, Logo Churn, Net Churn)- Negotiation of contract… Show more - Strategic assistance to marketing agencies and end customers, aiming to understand points of strategic improvement in all points relevant to the strategy, from attraction campaigns, involving paid media (Facebook, Instagram, LinkedIn, Google Ads and the like), passing through conversions and sales funnel analysis and result metrics.- Withholding revenue from customers at risk of cancellation, either by direct order or default. (MRR, Logo Churn, Net Churn)- Negotiation of contract renewals and financial flows.- Contract analysis and alignment of experience with customers based on clauses and legal support.- Conducting moments to share knowledge with other company colleagues, aiming to optimize the customer experience in an Out teach environment. Show less

Florianópolis, Santa Catarina, Brasil

- Manage customer portfolio at risk of cancellation, either due to order or default, seeking to reduce the impact of MRR Churn on the Inbound operation.- Finding possibilities to increase the redeemed MRR through upsell strategies of potential customers.-Map competitors as SWOT analysis.-Analysis of KPI's, processes and customer experience, with the aim of bringing inputs for improvements and structuring of the retention area.- Collaborate in building an environment with… Show more - Manage customer portfolio at risk of cancellation, either due to order or default, seeking to reduce the impact of MRR Churn on the Inbound operation.- Finding possibilities to increase the redeemed MRR through upsell strategies of potential customers.-Map competitors as SWOT analysis.-Analysis of KPI's, processes and customer experience, with the aim of bringing inputs for improvements and structuring of the retention area.- Collaborate in building an environment with constant feedback.ideas and pre-models of playbooks, as well as analysis of the market and competitors.- Support in building playbooks and mapping process improvements. Show less

Curitiba, Paraná, Brasil

-Negotiation of customers covered and not covered by the consortium. -Analysis of profile and risk of customers for sending extra-judicial notification and/or filing of proceedings. - Relationship through whatsapp with customers from all portfolios managed by the company (proactive and receptive). - Management of risk portfolios. Collection of covered and non-contracted customers from the company's consortium portfolios, seeking credit recovery for creditors. Relationship with… Show more -Negotiation of customers covered and not covered by the consortium. -Analysis of profile and risk of customers for sending extra-judicial notification and/or filing of proceedings. - Relationship through whatsapp with customers from all portfolios managed by the company (proactive and receptive). - Management of risk portfolios. Collection of covered and non-contracted customers from the company's consortium portfolios, seeking credit recovery for creditors. Relationship with customers through the WhatsApp tool, to optimize the results of other employees. -Retention of non-contemplated customers and credit recovery and differentiated conditions, seeking to measure the needs of customers and creditors. Show less

Curitiba, Paraná, Brasil

-Consultative service in receptive and active for bank customers (Brazil and International in Spanish).-Sale of banking product services such as: Credit card, personal loan, life insurance, credit card and loan insurance, fundraising bonds, among others; - Elaboration of goal plans for the team. - Validation of operations in compliance with local and international laws. - Feedback 360.

Curitiba, Paraná, Brasil

Responsible for developing training materials and supporting the ramp-up of new employees;- Financial negotiation of defaulting customers, offering the possibility of a new debt installment or discount for cash payment.-Creation of the quality process to improve credit recovery indicators.

São José Dos Pinhais, Paraná.

Administrative activities, assistance to the company's training and quality center, being responsible for verifying the validity of the company's mandatory courses. Inventory control, notes releases, service orders, accounts payable and account rendering. Release of information and verification of invoices via totvs and own system.

Master Of Business Administration - Mba, Executivo Em Gestão Estratégica De Marketing, Planejamento E Inteligência Competitiva

MBA com o objetivo de aprimorar o conhecimento no planejamento e inteligência de mercado, além de estratégias de marketing, o que casa com.

Bacharelado Em Publicidade, Propaganda E Marketing, Comunicação Social

Activities and Societies: Desenvolvimento de projeto para salão de médio porte com foco em mídias digitais e no mídia.