Daniela Martin Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brasil

I was responsible for a team of 19 employees in the areas of Customer Success (CS) and Customer Experience (CX), focusing on retention, customer satisfaction, and upsell. I successfully restructured the department, proving the ROI of our products and engaging other departments in new projects for process corrections and product improvements. I worked intensively with major client accounts (portfolio of 4,000 clients), especially law firms, transforming them into success stories and fostering stable revenue.I defined strategies to reduce churn, retain customers, and increase engagement while providing all departments with relevant information and improvement feedback, using generative AI to drive actions. My responsibilities included managing and developing the team, ensuring high NPS, retaining customers, and redefining the customer journey with well-defined KPIs and goals.Among my achievements, I highlight the increase of NPS by 45 points and the elevation and maintenance of the retention rate by 15%. I restructured the department, implementing new communication frameworks, automating portfolio controls, and establishing well-defined processes.

São Paulo, São Paulo, Brasil

Responsible for Onboarding, Excellence Delivery and Client Education areas – 26 direct people.Onboarding - Creation of the Onboarding area from scratch, implementation of processes, KPIs and metrics. Customer journey development, quality control, enchantment and loyalty tools. Achievements: Reduced activation SLA from 3 months to 30 days.Excellence Delivery - Setup and parameterization area. Technical team leadership, demand control and monitoring, outsourced team management, productivity control, contract and delivery. Achievements: 40% gain in operational efficiency through backups, automation and process flows. 10% reduction in expenses with third-party teams.Training - Implementation of the training area, creation of manuals, methodologies and total focus on results related to retention, upsell and education. Achievements: More than 200 clients trained, churn reduction by 30%, NPS gain of 40%.

Alphaville

The biggest printing park in Latin America, Last position: Executive Account, managing all the process of developing, manufacturing and supply chain logistics for Heineken, L’Oréal and Unilever Oral Care segment. Handling demands and forecasts, launching new products to the market, cross selling and managing supply chain deliveries. Visit customers to present metrics, development of manufacturing and balance specifications products. Achievements: loyalty of large accounts and monthly upsells.

São Paulo

Management of a client portfolio with revenue exceeding $100,000. Responsible for client relationships, customer satisfaction, KPIs, and services managed across the entire ADP operation, such as payroll, benefits, and more. Conducted client meetings, presented metrics and results, and coordinated internal process improvement projects.

Sao Paulo

Leading 20 CSR’s, all of them trilingual, responsible for 14 metrics, KPI’s, SLA,coaching the team, training and developing employees. Implementation and systematic monitoring of new automation tools, with a focus on process improvement and performance, resulting in productivity gains of around 30%. Experience in selection, training and development teams

Sao Paulo

Handled 3 different positions along the career such as: Front office supervisor, Tracing Supervisor, Import and Export Supervisor. Responsible for big teams and reporting all KPIs & metrics, training, monitoring, implementing new projects and recycling processes. Direct output management, responsibly for using statistical tools of control.Daily reports and metrics on time to resolution of cases, approval of indemnification, mediator of conflicts and focal point in contacts with DHL worldwide to align global procedures. 98% of improvement in quality and speed indicator at customer feedback. Development and implementation of internal campaigns for customer retention, and NPS surveys.

Cidade Do Mexico

Consultant and supervisor of Back Office, focusing on the restructuring of processes and work teams, as well as achieving targets and cost cutting. Development and full management of internal evaluation programs for the customer relationship area aimed atprofessional development and retention of talent. Achieved 6% of reduction in turnover.

Mba, Logistic Administration

Bacharelado Em Administração Hoteleira, Gestão Hoteleira