Lorena Lima Email & Phone Number

State Of São Paulo, Brazil

Belo Horizonte, Minas Gerais, Brasil

- Leading initiatives to ensure smooth operations, excellence, and adherence to KPIs;- Strategically managing the entire customer journey to drive organizational advancement and ensure exceptional customer satisfaction;- Leading an innovative team committed to transforming the customer experience and fostering a culture of excellence and innovation.

São Paulo, Brasil

- Responsible for assuring the Operational Efficiency, excellency and compliance with KPI’s while the teams are working in the hybrid model;- I created and implemented the CSI: Idea Solutions Centre, responsible team for not friendly channels;- I look at all client touch points during the journey and help create processes to support the organization’s.

Pinheiros, São Paulo, Brazil

- Leadership of the Relationship team, both internal and outsourced, promoting an amazing experience for studentsat every stage of their journey with PRAVALER;- Management of the Back Office, Social Media, Reclame Aqui, and Special Cases teams;- Connection with the business areas, partners, and clients (internal and external), listening and understanding.

São Paulo, São Paulo, Brazil

• Estacio is one of Brazil’s largest private higher Education provider. They believe in transforming society through Education. A large infrastructure of student service and support are in place to attend the large and.
• Monitoring KPIs to ensure compliance with contractual agreements;
• Mapping of the student's journey on all service provided by Estacio;
• Identification of improvements opportunities and proposal development;
• Suppliers quality and performance management;
• Critical analysis of operational reporting;

São Paulo, Brasil

• I was responsible for service process management, seeking the continuous improvement of customer experience in all social media channels.Key Responsibilities:
• Management of high performing team including but not limited to these parameters: performance, efficiency, quality and strategic actions in guaranteeing the excellence in customer service in the social media and by.
• Analysis and reporting of operational results and KPIs.
• Development and presentation of strategies and action plans to gain efficiency and improve customer experience in social media.
• Definition of strategies and implementation of solutions, seeking to achieve the Reclame Aqui indexes. (which is a Complaints Index/channel)
• Development of reports for clients, signaling the main issues of final customers regarding the product, as well as the service of the network of concessionaires.

Campinas E Região, Brasil

• I was responsible for the management of the Chevrolet partnership with suppliers for five years; monitoring contract fulfillment, plus quality performance KPIs, including the quality of customer service. Key.
• Customer service development, monitoring and control of premium vehicles in the Chevrolet Relationship Center.
• Development of training and team retention based on identification of opportunities in quality monitoring and satisfaction surveys.
• Identification of opportunities for improvement in the service process and implementation of new procedures for the optimization of customer service.
• Responsible for customer service in brand’s social networks.
• Monitoring and analysis of operational reports.

Goiânia E Região, Brasil

• Earned “Regional Best Relationship Manager” award for two years in a row.
• Develop and deliver training to sales and customer service team, focusing in customer experience excellence, retention and engagement.
• Responsible for conflict management with the customer, being the point of contact for problem solving and satisfaction.
• Coordinate campaigns and projects regarding customer relationship, with the objective of deliver the satisfaction KPI’s established by General Motors.
• Work with the marketing team to develop strategies for new customers and customer’s retention.
• Responsible for the preparation of customer satisfaction reports and presentations for senior executives.

Rio Verde - Goiás

• Grupo Planeta - AUTORIO Car dealership national group that sells cars at the retail level.
• Implementation of the telemarketing department, responsible for it structure, management and development.
• Responsible for conflicts management with the customer, being the point of contact regarding problem solving and customer’s dissatisfaction.
• Implementation of the company’s CRM.
• Prepare customer’s satisfaction report and identify opportunities for satisfaction increase.

Goiânia E Região, Brasil

• Responsible for collecting customer’s feedback on the phone, investigating their satisfaction regarding the company’s services/products.
• Identify options for negative feedback, categorising possible reasons for the dissatisfaction and looking for alternatives to solve the problem.
• Satisfaction reporting and key performance indicators monitoring.

Master'S Degree, Project Management

Diploma Of Event Management

Bachelor'S Degree, Marketing/Marketing Management, General

Marketing, Marketing

Administração De Empresas, Business Administration And Management, General