+ Directed the enhancement of customer journey maps and identified key intervention points, improving customer satisfaction scores by 20%.+ Administered the CRM tool Pipedrive, optimizing the tracking and management of customer interactions and increasing retention rates by 10%.+ Championed the adoption of new technologies and methodologies in customer service, leading to a 25% increase in customer loyalty and advocacy.+ Spearheaded the production of engaging marketing materials, including newsletters and social media posts, that improved customer engagement and community interaction.

+ Developed comprehensive social media strategies across multiple platforms including Instagram, Facebook, and TikTok, resulting in a 40% improvement in ROAS.+ Managed a diverse range of ad campaigns, utilizing Meta Ads Manager for detailed performance analysis and optimization.+ Created high-impact marketing and advertising materials, including graphic design and video content, that doubled online engagement rates.+ Collaborated closely with internal teams to ensure the creation of relevant and impactful marketing content, aligning with strategic business goals.

+ Strategise, Execute, and Manage a variety of Facebook ad campaigns from conception, to creative, to execution and to analysis+ Creation of endo and e-mail marketing+ Keep good relationship with customers + Make sure customers understand the process of the service they are buying and ensure excellent customer satisfaction+ Manage and control stock

+ Responsible for market research, creation and implementation for a new product within the company - Chatbot+ Maximize the value of the Chatbot, always bridging the gap between the market and the company through market researches+ Creation of strategic projects for Sinch customers+ Research, plan and implement online campaigns for different platforms+ Create monthly marketing report and produce market trend reports for clients+ Market analysis (trends)+ Implement strategies and product go live+ Creation and evolution of multimedia materials+ Analyse of Google Ads and SEO for Chatbot+ Active participation in the evolution and creation of platforms

Sustainability Website Management: support in the elaboration of the monthly agenda, posts for social media, analysis of user behavior through Google Analytics, responsible for creating and optimize Landing Pages, development and validation of content for the site and technical support monitoring.Stakeholder engagement on sustainability and tax citizenship issues: support for the development and institutional campaigning of Private Social Investment engagement programs for employees and clients. Support in the transfer of tax incentives: PRONAS, PRONON, Municipal Fund for Children and Adolescents and Municipal Fund for the Rights of the Elderly.Support to the management of the “Programa Escola Brasil” (volunteer program of the bank): support to volunteers, relationship with schools and development of tools.