A seasoned professional in Customer Success, Customer Experience, and aftersales, focused on optimizing customer satisfaction and retention. Experienced CX and CS Manager with knowledge in classical and agile methodologies, excelling in:- Management of Customer Success and Customer Experience projects, including the implementation of systems such as CRM, Zendesk, Salesforce, and CX automation tools.- Development of comprehensive Customer Experience strategies, from customer journey mapping to the implementation and monitoring of success metrics, with expertise in scope definition, technical and economic feasibility analysis, resource allocation, and stakeholder management.- Creation of Onboarding Plans, CS Playbooks, and all necessary documentation to support customers, using project management tools such as Microsoft Project, JIRA, and Trello.- Control of satisfaction and engagement metrics (NPS, CSAT, CES), ensuring operational efficiency and optimization of the customer experience.Over the past years, I have significantly contributed to various sectors by:- Leading projects related to Customer Journey Mapping, CRM, and loyalty and retention strategies.- Modeling and managing customer feedback processes, continuous improvement, and implementing retention strategies.- Managing customer data inventory, including implementing feedback analysis processes and product improvement.- Qualifying and managing new communication channels, raw materials, products, and services, along with approving new CX suppliers.- Monitoring KPIs for Customer Success, Customer Experience, and aftersales, ensuring operational efficiency and high levels of customer satisfaction.- Starting up Customer Success initiatives, including hiring and training CS and CX teams.- Negotiating with suppliers and partners, ensuring sustainability and risk management in the customer experience.- Customer service, ensuring high levels of satisfaction and efficiency through personalized service and continuous support.Mobile: +55 11 99702-3120Email: jorge.gabriel.freitas@gmail.comCX | CS | Aftersales
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Customer Success ManagerAs AcademyJundiaí, Sp, Br
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Customer Service SpecialistAs Academy Jun 2024 - PresentJundiaí, São Paulo, Brazil
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Cx Team Leader - Usa, CanadaEssilorluxottica Jan 2023 - Jul 2024Sumaré, São Paulo, BrazilReporting to the Regional Head of CX and Aftersales, I lead a team of 20 direct reports, focusing on:- Validating and ensuring excellence in bilingual customer service, providing regular feedback for both personal and team development.- Setting and monitoring individual and team goals, aiming to achieve and exceed established KPIs for the Customer Service area.- Conducting strategic meetings to align objectives, disseminate performance results, and foster effective collaboration within the team.- Communicating and implementing new processes and procedures to optimize operational efficiency and continuously enhance the customer experience.- Developing and executing strategies aimed at operational improvements and enhancing service performance.- Managing projects focused on CX process enhancements.- Supporting product and service development for the LATAM team.Key Achievements:- NPS Project: Recovered NPS levels in the USA and Canada over six months, achieving a 25% increase. Started with Q4 levels in March and achieved stability by Q2 in September, maintaining stability in the last quarter despite seasonal increases in retail purchases.- Reduced turnover by 55% (over a one-year period) by implementing a development plan for the CX team in the USA and Canada. -
Account ManagerSoftware Way Feb 2022 - Jan 2023Jundiaí, São Paulo, BrazilReporting to the Commercial Director, managing 4 collaborators.- Responsible for the business plan and introduction of a new product (CRM).- Coordination of market research at a Brazil-wide level, with a focus on Greater São Paulo.- Responsible for the commercial portfolio of projects (strategy definition, market reach study, effort and manpower estimation), as well as overseeing the commercial team training.- Strong involvement in marketing, supporting the team in defining actions.Achievements:- Increased revenue by 45% within 5 months.- Doubled the client portfolio.- Developed 2 commercial partners (resellers).
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B2B Account ManagerMaisvoip Serviços De Telecom Aug 2020 - Feb 2022São Paulo, BrazilReporting to the Commercial Director. Managing Team: 5 collaborators.- Executive responsible for prospecting, managing, and closing negotiations with major accounts in the Telecom market (Telephony Services, telephone termination, and infrastructure services).- Responsible for defining the business plan and risk management.- Manage a portfolio of 120 clients nationwide in Brazil.- Team Management (Hiring, training, and performance improvement), assessment, and dealer empowerment.- Setting goals and follow-up methodologies to enhance the sales team's performance.Achievements:- Reduced delinquency rate by 60% (fiscal year period).- Average monthly client portfolio growth of 15% (18-month period).- Reduced turnover by 20% (fiscal year period). -
B2B Account ManagerDazsoft Feb 2018 - Aug 2019Jundiaí, São Paulo, BrazilReporting to the Commercial Director and Partner.- Responsible for managing large accounts, focusing on customer experience and offering new products.- Responsible for prospecting and conducting business negotiations.- Cross-selling, wholesale, and retail of telecom products.- Strong involvement in servicing call center infrastructure.Achievements:- 38% growth in client portfolio (period: 18 months).- 10% reduction in turnover (period: 18 months). -
ApprenticeMcdonald'S Aug 2013 - Aug 2014Jundiaí, São Paulo, Brazil
Jorge Freitas Education Details
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Business Administration And Management, General -
Senior Year
Frequently Asked Questions about Jorge Freitas
What company does Jorge Freitas work for?
Jorge Freitas works for As Academy
What is Jorge Freitas's role at the current company?
Jorge Freitas's current role is Customer Success Manager.
What schools did Jorge Freitas attend?
Jorge Freitas attended Esamc, Everett Community College, Lakewood High School.
Who are Jorge Freitas's colleagues?
Jorge Freitas's colleagues are Karina Da Silva Pites Nascimento, Silmara Antunes, Milena Marchioro, Josiane Melo, Natália Lima, Arcílio Neto, Giovanna Portugal.
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Jorge Freitas
São Paulo, Sp -
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3uol.com.br, craft.com.br, grupocraft.com.br1 55 21 2XXXXXXXX
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Jorge Freitas
Software Developer | React | Angular | Web Developer | Python | Flutter | NodeRecife, Pe
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