Vitória Fernandes Email & Phone Number

Support in opportunity mapping and improvements in the customer service experience, considering digitalization of the service journey process mapping and governance of materials and methodology applied.- Integration with business, service and technical teams;- Support and act on improvements based on best practices, considering market CX trends and applicability in the context of people, processes and technology;- Production of Journeys and Personas;- Support in the production of documents and actions defined by the squad;- Requirements and qualifications;- Working with journey drawings as is and to be;- Construction of Personas and Market Benchmarks;- Elaboration of Co-creation Workshop Ease with collaborative tools such as Miro, Trello and Figma.

Work together and provide support to the customer throughout their journey (implementation, onboarding, post-event);Help with building (and maintaining) the customer journey, creating new personas, configuring CRM with changes to the journey;Creation and monitoring of performance indicators (SLA, NPS, CSAT);Journey management through CRM (Hubspot);Application of EX strategies with actions and improvements for employees.Be one of the main points of contact between the technology and CS areas for problem solving and product improvements.

Guarantee the partner's journey, carrying out all onboarding, ongoing and upselling (creating opportunities for growth in the partnership); Monitoring carried out through CRM Pipedrive and Hubspot;Support for partners, clarifying doubts, training partners on the product, seeking bug solutions;Creation and analysis of reports to monitor metrics;Assembling success stories for each partner;

Rio De Janeiro

Customer support via chat on FreshDesk, assisting with other software-related inquiries;Creating articles to build an FAQ about the system;Managing tickets in the FreshDesk tool while interfacing with the company's development;Assisting interns with customer support;Brainstorming for area improvements in collaboration with development;

Rio De Janeiro

Customer support via chat on FreshDesk and by phone;Assisting the analysts in the department;Creating metric tracking dashboards;Creating and monitoring bug tickets

Rio De Janeiro

Launch of Nfs, routine monitoring of finance, accounts payable;Management of the travel area, expense control and internal customer support regarding demands in the area;Corporate insurance management, office administrative routine;Dashboards in Excel, creation of reports and monitoring of metrics for the entire financial and administrative area;