Everton Szekeres Email & Phone Number

Ireland

• Provided advanced support to customers facing complex or technical challenges with HubSpot’s software.• Acted as a product expert, deeply understanding HubSpot’s tools and features, and being able to provide detailed explanations and solutions to customers.• Provided guidance, training, and mentorship to junior customer support specialists, helping them improve their skills and knowledge.• Served as an escalation point for difficult or sensitive customer issues that require a higher level of expertise or authority.• Identified areas where support processes can be improved, streamline workflows, and implement best practices to enhance the overall customer support experience.• Collected customer feedback to product teams to help inform product development and improvements.• Created support training materials (workarounds), to help customers and other support specialists.• Worked closely with other teams such as Product, Engineering, and Sales to ensure customer feedback is incorporated into product development and to provide support.• Collaborated with engineering or product teams to resolve issues that require technical intervention or new feature development.

County Dublin, Ireland

• Collaborated with account and operations managers to refine and enhance internal onboarding processes and policies.• Set up new client accounts in the CCT Marketing System, ensuring seamless integration.• Developed and implemented tracking for clients' websites using LinkedIn Campaign Manager, Google Tag Manager, Google Analytics, Google Ads, and Facebook Business Manager.• Created comprehensive training materials for both clients and internal teams.• Coordinated onboarding plans and schedules in partnership with senior management and sales teams.• Managed and monitored orders for both new and existing clients, ensuring accuracy and timeliness.• Supported customer success teams by promptly responding to emails and resolving issues.• Actively participated in staff and customer meetings, contributing to collaborative solutions.• Adhered to the Agile framework, participating in review and retrospective meetings to drive continuous improvement.• Pioneered the creation of all onboarding workflows, significantly reducing the time required for clients to start using the CCT Tool.• Initiated follow-up procedures on reports, identifying and improving workflow steps that were time-consuming.• Continuously enhanced website tracking and campaign performance, contributing to overall client success.• Received commendation from the management team and was entrusted with additional responsibilities due to exceptional performance.

County Dublin, Ireland

• Developed and executed marketing campaigns across multiple platforms, including Facebook, Instagram, Google, Twitter, and LinkedIn.• Ensured accuracy in campaign content by double-checking text and images before publication in various regions, including Norway, Denmark, Sweden, the United Kingdom, Ireland, Australia, Finland, and Thailand.• Addressed and resolved issues in campaigns by liaising with responsible team members, ensuring smooth execution.• Generated and submitted daily reports on campaign performance, providing insights and updates on progress.• Zendesk to monitor, track, and follow up on open tickets, resolving campaign-related problems and errors efficiently.• Selected by management to train new employees, showcasing expertise and leadership.• Demonstrated outstanding customer service skills, successfully managing a complex situation involving Instagram and Facebook access, earning praise from management.• Excelled in cross-team communication, fostering a collaborative and positive work environment.• Promoted to Onboarding Specialist due to consistently excellent performance.

São Paulo, Brazil

• Led a customer support team consisting of one analyst and three assistants, overseeing daily activities, providing support and guidance, and conducting performance feedback. • Collaborated with Human Resources on hiring and termination processes.• Monitored key performance indicators, updated internal controls, and analysed team productivity to drive continuous improvement.• Strengthened collaboration between back-office departments to enhance client satisfaction.• Managed interactions with social media platforms and consumer protection agencies, including Facebook, Reclame Aqui, and PROCON.• Successfully managed and streamlined workflows using the RICE Scoring Model and A/B testing to significantly boost customer satisfaction and improve communication between customer relations and other teams.• Elevated the overall rating on “Reclame Aqui” from 4.31 to 8.57.• Achieved a 100% response rate to complaints, addressing 220 complaints with 181 resulting in positive reviews.• Drastically reduced response time from ten days to one day and eleven hours.• Achieved a 54% reduction in legal cases and “PROCON” incidents.• Decreased legal expenses by 64%, while successfully reversing several cases.

São Paulo, Brazil

• Oversaw CRM management by developing comprehensive reports, dashboards, object fields, user profiles, and validation rules to ensure optimal system performance.• Collaborated with cross-departmental managers to tailor CRM workflows that met specific business requirements and enhanced operational efficiency.• Designed and implemented company-wide workflows, contributing to streamlined processes and increased productivity.• Automated the creation of protocols and tasks, significantly reducing manual effort and minimizing errors.• Conducted training sessions for employees on CRM usage, improving their proficiency and overall system effectiveness.• Created advanced workflows utilizing JavaScript and Apex, driving substantial process improvements and system enhancements.• Commended by the management team and CEOs for initiating and executing impactful projects with a high degree of initiative.• Awarded the “CP7 Incentiva” for presenting a successful project proposal.• Promotion to Customer Support Team Lead in recognition of exceptional performance and contributions.

São Paulo, Brazil

• Conducted ABC analysis to optimize marketing strategies and resource allocation.• Managed the company’s Facebook social media presence, achieving an impressive 50,000 views per day.• Photoshop to design and implement new Facebook projects and develop endomarketing campaigns aimed at enhancing internal communication and employee engagement.• Developed endomarketing campaigns in collaboration with Human Resources to support employee well-being and foster a positive workplace environment.• Led the “CP7 Sustentável” initiative, raising employee awareness about recycling and negotiating with recycling companies to generate financial returns from discarded materials.• Led the “Bolão da CP7” project, a collaborative effort with HR during the London Olympics, engaging all employees and boosting team morale.• Promoted to System Analyst due to exceptional performance and contributions.

São Paulo, Brazil

• Managed a variety of administrative tasks, including product manufacturing support, physical contract storage, and logistics assistance.• Coordinated pending issues and provided comprehensive support to the manager, ensuring efficient daily operations.• Promoted to the position of Marketing Assistant in recognition of outstanding performance and contribution to the team.

Advertising & Marketing, Marketing

Inbound Marketing, Marketing

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