Hernane Gomes Email & Phone Number

Sydney, Australia

My role encompassed the entire student engagement cycle, from targeted marketing to post-enrollment support, all with a focus on providing an extraordinary customer journey.I led the sales team, fostering a culture of collaboration, growth, and customer focus. By aligning our efforts, we achieved impactful results that prioritized student satisfaction.I developed strategies targeted at the LATAM market, tailoring campaigns to this audience, increasing visibility, strengthening relationships, and positioning our programs as attractive choices for international students.I was dedicated to customer success, overseeing the reception of international students, improving NPS, and ensuring high levels of satisfaction through consistent, quality post-sales support.I worked on initiatives to expand our presence in LATAM markets, using data-driven insights to optimize campaigns, strengthen our brand, and attract enrollments. This approach built our reputation as a trusted educational provider.I maintained rigorous standards in post-sales and operational processes, ensuring each student enjoyed a seamless, high-quality experience.Through strategic leadership, deep knowledge of LATAM markets, and a strong focus on customer success, I positioned our programs as top choices for international students in Australia. My goal was to build lasting relationships and promote sustainable growth, aligning with both student needs and institutional goals.

Sydney, Australia

Sydney, Australia

On February 28, 2019, as new international students in Australia, my wife Gabrielle and I quickly realized we needed extra income while studying. Noticing the large Brazilian community in Sydney, we began making Chicken with Catupiry pizzas by order—a popular Brazilian flavor that wasn’t available here.At first, we made the pizzas at home using a simple oven, and customers would come to pick them up at our door. The business quickly proved profitable, and we decided to invest in the idea. In November 2019, we opened our first store in a neighborhood with a large Brazilian population, introducing Sydney to authentic Brazilian pizza.The response was immediate, and the business began to grow. By December 2021, we opened a second store, and in June 2022, we launched a third, all in areas with significant Brazilian communities. In that same month, we received a proposal from a group of investors interested in acquiring the business. We agreed, with the condition that we would receive the full assessed value of the stores plus 33% of the profits for the next two years.The investors decided to sell the two most recent stores, keeping the original store in Wolli Creek open to this day. This journey transformed our initial idea into a successful business, bringing the authentic taste of Brazilian pizza to Sydney and establishing a strong presence in the local market.I developed targeted marketing strategies, optimized processes for greater efficiency, oversaw financial planning to maximize profitability, and led the team while promoting a customer-focused culture. This experience has enhanced my expertise in management within the food industry, reinforcing my commitment to growth and customer satisfaction.

Sydney, Australia

I led the marketing and sales team with a strategic focus on expanding our international student programs. My role was instrumental in driving enrollment growth through targeted marketing initiatives, fostering strong partnerships, and ensuring exceptional service quality to enhance IIB’s reputation globally.Key responsibilities and accomplishments included:Strategic Enrollment Growth: Designed and implemented data-driven marketing campaigns to attract students from diverse regions, significantly increasing enrollment and raising IIB’s profile in international markets.Building Robust Partnerships: Cultivated and maintained strategic relationships with educational agencies and document-check partners, creating an efficient and collaborative admissions process that supported enrollment goals and strengthened IIB’s market positioning.Leadership in Marketing & Sales: Led a high-performing team focused on delivering impactful marketing and sales strategies, ensuring alignment with IIB’s mission of quality education and setting the standard for student engagement and satisfaction.Reputation & Quality Focus: Committed to excellence at every stage of the enrollment process, implementing best practices that not only streamlined operations but also elevated IIB’s reputation as a trusted and preferred institution for international students.This role underscored my ability to drive growth through a sales-focused, relationship-driven approach. By prioritizing quality and strong partnerships, I contributed to the success of IIB’s international student programs, reinforcing the institute’s standing as a leader in global education in Sydney, Australia.

Sao Paulo, Brazil

My role as Bilingual Supervisor for Netflix and Microsoft’s customer service teams, I led strategic initiatives that aligned with the high standards of these global brands, overseeing Sales B2B for Microsoft Packages and Products and driving Customer Success for Netflix. With a focus on the LATAM markets, particularly in Brazil and Colombia, I excelled in people development, quality assurance, and optimizing the customer journey across key channels, including Facebook, Twitter, Online Chat, and Email.Key achievements include:Driving NPS and Customer Loyalty: Implemented targeted strategies to enhance customer satisfaction and loyalty, with a focus on meeting the unique needs of Latin American markets.Award-Winning Service: Our team earned the "RECLAME AQUI" Contest Prize for Best Customer Support in 2018, a testament to our dedication to excellence and customer-centric service.Building a Culture of Continuous Improvement: Promoted ongoing development through data-driven decision-making, training, and best practices in customer engagement, particularly for LATAM markets.My experience leading both sales and customer success teams has cultivated an environment of high performance and positive customer outcomes. With a marketing-driven approach, I leverage regional insights to refine service delivery, ensure consistent brand representation, and optimize the customer experience for Netflix and Microsoft. This role has solidified my expertise in customer relationship management and reinforced my commitment to driving customer loyalty through strategic, data-focused solutions tailored for the LATAM region.

Sao Paulo, Brazil

In this role, I specialized in selling freight services to importers, helping clients identify the most cost-effective and reliable solutions for bringing goods to Brazil. My key responsibilities included:Sales Strategy & Client Outreach: Actively engaging with clients, identifying their needs, and promoting tailored freight solutions to drive sales and build long-term relationships.Logistics & Documentation: Analyzing transportation options, verifying documentation, and managing timelines to ensure compliance and efficiency.Proposal Development: Preparing detailed final proposals, clearly outlining costs, benefits, and logistics plans to meet client expectations.This position allowed me to develop a strong foundation in sales and logistics, and reinforced my ability to align customer service with strategic goals to support the import/export sector.

As the Call Center Supervisor for the Centro de Apoio ao Trabalho, an initiative under the Prefeitura de São Paulo, I led a team dedicated to bridging the gap between job seekers and employment opportunities throughout the city. Tasked with overseeing the “Convocation of Workers” team, my role focused on strategic outreach and effective communication to maximize job placements and contribute to the city's workforce development.My team and I strategically identified and curated job opportunities, proactively reaching out to qualified candidates and connecting them to tailored job interviews. Our goal was not only to fill positions but to drive meaningful employment outcomes and support local economic growth through impactful community engagement.This position required a blend of operational management, strategic marketing, and customer relationship management to ensure we were reaching and engaging with the right candidates. Improving the partnerships, building strong community networks, and implementing best practices in candidate outreach, my team and I were able to make a measurable impact on employment accessibility and contribute to the empowerment of São Paulo’s workforce.

Master Of Business Administration - Mba

Bachelor Degree, Advertising & Marketing