Como Coordenador de Retenção de Clientes, fui responsável por promover e implementar a cultura data-driven na operação de retenção, capacitando equipes internas através do ensino de programação e treinamento para o desenvolvimento de um time focado em dados. Desenvolvi e implementei um modelo de planejamento de demanda para as células de atendimento do call center, considerando variáveis cruciais como impacto no nível de serviço, otimização de filas e controle orçamentário. Além disso, fui responsável pela estruturação e acompanhamento contínuo dos KPIs de retenção, garantindo que as estratégias adotadas estivessem sempre alinhadas com as metas de fidelização e sucesso do cliente.

Expertise em automatização de processos e desenvolvimento de relatórios dinâmicos em Power BI, apoiados por scripts em Python. Especializado em monitoramento de KPIs e análise de dados, crio relatórios automatizados que fornecem insights estratégicos e facilitam a tomada de decisões em tempo real. Minha atuação é focada em ações de fidelização, utilizando ferramentas avançadas para acompanhar a eficácia das campanhas e impulsionar a lealdade dos clientes.

- Analyse Key performance indicators of the students retention and marketing channels.- Development od process automation using SAS Guide tool.- Maintainment of Data Workflows to support departmnet reports to measure impact of customer reactive retention.

- Develop and implement KPI`s of marketing Campaings to identify improvement opportunities.- Marketing Automation to support the management model of sales department in EAD operation, using python language.- Support to plan and cluster the dataset of students to improve the accuracy of retenton campaigns to Fidelization Call Center.

Final level: Upper Intermediate

- Modeled a database in Excel with metrics of the costumers using our application to build a dashboard to the partners of Mira. - Supported the implementation of Domo DB, a BI Software which provided all internal stakeholders to get access to the data of the company and allowed them to build your own analyses, achieving another step in our data driven goal. -Built dashboards and ETLs at DomoDB to follow the costume’s usage KPI’s of the App. -Built dashboards in Plotly platform using python skills.

- Developed media campaigns with known publicity agencies increasing the brand awareness of the company’s schools. - Rebrand an standardization of the company’s brands. - Implemented a CRM software, which allowed to develop customer service scripts and get customer services metrics. - Developed web campaigns and digital positioning, defining the brand persona, digital channels and the adequation of the languade in Social Medias. Improving the engagement with the costumers.

- Supported the Anual Marketing planning and elaborated schedules to follow the preformance of the team. - Developed reports for the Directors to follow the KPI’s of the campaigns. - Developed media campaigns with the partners for the company’s Educational brands Group. - Developed benchmarking research, Mystery Shopping to analyse the costumer service.- Geomarketing research with a specialist partner seeking to identify the cannibalization of the market, that allowed the company to better allocate their marketing resources.