Estela Silva Email & Phone Number

Bournemouth, England, GB

Bournemouth, England, United Kingdom

Bournemouth, England, United Kingdom

Acting as the primary point of contact for Visa within the Markets Division across Europe, spanning over 30 countries and 6 clusters.- Client Relationship Building: Cultivating strong relationships with clients by understanding their needs, objectives, and challenges, ensuring their satisfaction and loyalty. Collaborating with local agencies to develop.

- Creation of workflows prioritizing the SLA- Creation of macros and productivity support materials- Provide innovation for the operation’s evolution- Report issues and suggestions to CX and CS Enablement teams

- Anticipation of risk trough user behavior- Proactive approach according to the journey- Downgrade, upgrade and cross-sell negotiation- Multi-product service focused on customer lock-in strategies- Reactive attending of customers outside the journey approach period- Training of new users outside the implementation period

- Queue management prioritizing the SLA and RWT- Creation of processes to equalize specific demands- Macro creation and management- Creation and presentation of the teams weekly activity

Florianópolis, Santa Catarina, Brasil

- Analysis of performance and evolution of strategies- RD Station consulting for adoption and advanced use- Negotiation of churn and downsell- Training of new users (after the implementation period)- Mapping of risks and opportunities along the customer journey

Florianópolis

- NPS metrics analysis- User experience studies and research- Improvement suggestion report- Results review focused on retention- Monitoring expansion opportunities- Creation of onboarding flows to activate new users - Prospecting users for Beta version of new products

Florianópolis

• Creation of the product's Newsletter with content of best practices and tutorials
• Onboarding of new franchisees and team
• Answer reactive demands via WhatsApp and email
• Onboarding of new team members
• Criation of content for remote trainings
• Criation of the playbooks with all the operation processes

• Establish processes of demand attending and resolution
• Creation of the Help Center, articles and tutorials
• Onboarding of new franchisees
• Content creation for social networks of VistoriaSimples application

Florianópolis

• Customer support manager
• Onboarding of new customers
• Leverage opportunities for Upsell and Cross-sell
• NPS survey