Fernanda Mendes Email & Phone Number

United States

Dublin, County Dublin, Ireland

- Acting as the point of contact for customers with escalated issues, providing timely and effective resolutions.- Investigate and analyze customer complaints and concerns to identify root causes and prevent recurrence.- Collaboration with cross-functional teams, including customer support, product development, and quality assurance, to resolve issues.- Developing and maintaining strong relationships with high-value customers to enhance their overall experience.- Document and track escalations, maintaining detailed records and reports for analysis.- Implementing customer feedback to drive improvements in product and service offerings.- Providing regular training and coaching to customer support representatives to handle escalated issues independently.

Dublin, County Dublin, Ireland

- NAM, UKI & EMEA Customer Support via chats and emails;- Subject Matter Expert responsible for providing training and mentoring for Support Team Members;- Tier A Customer Support Agent handling complex queries and escalations;- Troubleshooting and documenting technical issues, bugs and erros (website and app) to leverage the customer experience;- Identifying areas of improvement and creating technical reports to the product and engineering teams;- Proficiently handling chats and emails on Intercom;- Outstanding customer support with a consistent QA, PPH and CSAT above target per week;- Maintaining and managing an outstanding relationship with new and existing customers.

Rio De Janeiro E Região, Brasil

- Collaborated with the marketing team to develop and execute integrated marketing campaigns across multiple channels, including digital, social media, email, and print;- Cross-Team collaboration to deliver feedback and improve tools, processes, and product issues;- Managed social media accounts, scheduling and curating content, and analyzing performance metrics to optimize engagement and reach;- Branding Strategy and development of local and International brands coordinating the launch of more than 200 brands; - Coordinated and attended trade shows and industry events, managing logistics, booth setup, and lead generation efforts;- Collaborated with graphic designers and copywriters to create visually appealing and persuasive content for various marketing materials.

Rio De Janeiro E Região, Brasil

- Execution Plan and Marketing Strategic for new product launches;- Planning, Management, and Measurement of Results, online and offline, of B2B and B2C Promotional Actions;- Planning, Management, and Measurement of Results of Fairs, Events, and B2B Business Meetings;- Content planning for endomarketing newsletter and newsletter, B2B and B2C customers;- Performance Management of the digital intelligence agency responsible for the company's digital media, blog, and website. Including approval of content planning, posts and results;- Joint development for Trade Marketing actions (sell in and sell out);- CRM management;

Rio De Janeiro E Região, Brasil

- Conducted in-depth market research and competitive analysis to identify emerging trends, consumer behavior, and industry benchmarks.- Managed end-to-end marketing campaigns, including campaign planning, content creation, budget management, and performance analysis.- Developed and maintained relationships with external vendors, agencies, and partners to support marketing initiatives.

Rio De Janeiro

- Customer service;- Social Media Management;- Quotation of MKT materials and services with suppliers;- Responsible for all expenses entries in the department;- Development of reports;- Assistance in all stages of corporate, promotional, and social events.

Rio De Janeiro E Região, Brasil

- Digital media content management;- Customer Support- Development of monthly digital reports;- Production support for corporate and social events;

Rio De Janeiro E Região, Brasil

- Support in Communication Advisory;- Journalistic writing for internal and external reports;- Support in the general organization of company events;- Production and photographic coverage.

Education record

Digital Marketing Strategies, Digital Marketing

Master Of Business Administration - Mba, Marketing Empresarial Estratégico

Graduada, Comunicação Social - Jornalismo