Overseeing the Technical Support and Customer Success teams, serving as a key liaison between internal teams and customers. Responsibilities include managing performance indicators, driving employee development through Individual Development Plans (IDPs), and optimizing team operations by implementing structured processes. Areas of expertise include chatbot solutions, WhatsApp integration, customer feedback management on platforms like Reclame Aqui, and helpdesk systems.

My role now is to change the way of communicating with the customers in a scalable way, leading all projects involving what we call "One to Many Customers". These projects involve the Customer Journey as a whole, such as Onboarding, Surveys and Adoption. The challenge here is to make the data increasingly actionable so that we can achieve scalability without the need for 1:1 service by CSMs. This involves deep data analysis, cross-platform integration, A/B testing and a lot of teamwork!

At Arquivei, my role was to assist the Customer Marketing team in making actions more scalable in a strategic position. For this, the main tool used was Intercom, which allowed the creation of communication flows from actionable data.Our main focus was the adoption of the Arquivei platform. Therefore we organized Webinars, training, Onboarding trail (which didn't exist) and chatbot. I also implemented new surveys, such as the CES (Customer Effort Score) survey and expanded the use of NPS to the entire company, taking important data about customers in meetings with C-Levels.As a Senior person on the team, I also shared my knowledge of Tech Touch Communication, Customer Success and One to Many actions.

Starting an entrepreneurial journey, I combined my expertise in Customer Success with my knowledge in payroll loans. Now, I become responsible, too, for being the difference in the life of my more than 50 clients acquired in the last year.

Leader of engagement and retention projects, responsible for designing and enhancing existing initiatives, as well as developing new actions focused on improving the customer experience. Additionally, I led the Engagement team, managing and mentoring the department’s intern to support their professional growth.

Leveraging my expertise in Customer Success, I collaborated closely with the Product team to deliver even greater value to our customers. While my core responsibilities remained the same, I also gained new experiences in UX (User Experience) and CX (Customer Experience), further enhancing my ability to drive impactful outcomes.

In this role, I contributed to shaping the future. As a Customer Success Analyst, I went beyond my core responsibilities, working directly on the continuous development and growth of the team, leveraging critical insights and techniques gained from my previous experiences.Operating at a strategic level in a multinational company, I successfully implemented several Customer Success projects, including the deployment of SenseData for CSMs, Conpass for user onboarding, and BLiP/Take (WhatsApp notifications and chatbot) for client engagement. Additionally, I developed comprehensive onboarding, ongoing, and retention strategies.I was also responsible for creating all communications for these initiatives, including email, SMS, WhatsApp, and Zendesk macros, ensuring consistency and effectiveness across all channels.

Leader of engagement and retention projects, responsible for designing and enhancing existing initiatives, as well as developing new actions focused on improving the customer experience. Additionally, I led the Engagement team, managing and mentoring the department's intern to support their professional growth.

Leveraging my expertise in Customer Success, I collaborated closely with the Product team to deliver even greater value to our customers. While my core responsibilities remained the same, l also gained new experiences in UX (User Experience) and CX (Customer Experience), further enhancing my ability to drive impactful outcomes.

In this role, I contributed to shaping the future. As a Customer Success Analyst, I went beyond my core responsibilities, working directly on the continuous development and growth of the team, leveraging critical insights and techniques gained from my previous experiences.Operating at a strategic level in a multinational company, I successfully implemented several Customer Success projects, including the deployment of SenseData for CSMs, Conpass for user onboarding, and BLiP/Take (WhatsApp notifications and chatbot) for client engagement. Additionally, I developed comprehensive onboarding, ongoing, and retention strategies.I was also responsible for creating all communications for these initiatives, including email, SMS, WhatsApp, and Zendesk macros, ensuring consistency and effectiveness across all channels.

Focused on driving customer success, I worked to reduce churn by leveraging critical metrics to analyze the evolution of the customer journey. My primary focus was on the “maturation” phase, where I aimed to align customer outcomes with the expectations they had when they chose our services.

Responsible for onboarding and ongoing customer management, including training, Level 1 technical support, platform usability analysis, and churn reduction efforts. My role also involved proposing action plans, developing metrics, adapting processes to system functionalities, and creating successful case studies.Notable clients I worked with include: • WEG • Sequoia Logística • Koerich • Total Express • EuEntrego

Assistance from the Academic Center of Administration for decisions and actions of inclusion and motivation of the student to act as university citizen. Propose changes and innovations within the academic community.