Luisa Tiedt Email & Phone Number

Bonn, Nrw, De

Bonn, Nrw, De

Brazil

Blumenau, Santa Catarina, Brasil

Working as a customer success manager, I was responsible for:- Managing and growing a group of 50 enterprise accounts in Brazil and LATAM.- Working with agile methodologies and consultancy, ensuring that clients are achieving their goals based their business requirements, unblocking operational obstacles.- Leading customers from post-sales and onboarding activities through the entire lifecycle inside the company, making sure that the service is meeting expectations.- Engage with B2B customers, building strong relationships.- Usability and performance analysis, suggesting improvements in configurations and best practices.- Understand and troubleshoot technical problems, conecting the customer with support team.- Responsible for connecting clients with all areas of the organization, mainly the Product & Development & Professional Services teams.- Analyzing customer's feedback, structuring and executing plan of actions, in order to improve the NPS rate.- Planning and execution of actions focused on detractor customers, in order to prevent churn scenarios.-Consulting customers, planning and presenting strategic reports about their progress using the platform.- Develop and apply strategies from adoption, to expansion, and renewal. -Develop projects aiming customer's expansion and retention.-Being the focal point of contact for customers, negotiate renewal rates and reduce churn to meet retention sales targets.Achievements:+ € 100K in identifying opportunities through effective upsell and cross sell strategies, improving the company's revenue financial performance.

Blumenau E Região, Brasil

I was promoted to a higher position, and beyond my previous responsabilities, I started to participate in the commercial onboarding for new account managers from all over Brazil, in order to present about the area, responsibilities and good practices with systems that they needed to use.- Responsible for implementing new software within the commercial area used by more than 1,000employees throughout Brazil, working with multifunctional teams and agile methodologies.- Gathering requirements and defining solutions for each stage of the project.-Analysis and implementation of process improvements in the sales area (Sales Operations).

Blumenau E Região, Brasil

Senior Sistemas is a multinational company that develops systems for business management.As a Business Analyst Assistant and Sales Support I was responsible for:- Development of the entire process of analysis and presentation of sales's lost opportunities on a monthly basis and structuring this indicator for the company's board directors.- Audit of records made by sales team in the CRM system and understand gaps in internal processes in the sales area of ​​more than 10 branches and distribution channels.- Answering enquiries about the commercial processes of all branches and distribution channels, assisting in the routine of the internal areas and bringing agility to employees, providing guidance on the best practices for using the CRM tool.Achievements:- Created and developed a recorded training about best practices of using CRM system, from script to recording, resulting in an improvement of more than 60% in the quality of the platform's use and great feedbacks from the managers.

Blumenau E Região, Brasil

Philips is one of the biggests health management software development (Tasy) multinational companies (Philips Clinical Informatics). This opportunity was my first experience working in the IT field and technical tasks. I started as a intern and after 6 months I was hiered as a full time Customer Support Specialist, performing in two teams: clinical assistance and patient services, where I could improve my comunication and team work skills.As a Customer Support Specialist I was responsible for:- Handling enquiries and resolve customer's problems with the system, always provinding the best solution for the client. My main goal as a Customer Service team member was to assist the customers with 100% of satisfaction and provide excellent customer experience.- Handling high criticality demands and being the connection to the development team when identified bugs in the platform.- Providing answers to B2B customer queries in a timely and accurate way, via phone and e-mail, being the first point of contact. Replying questions, attending calls, and connections in the client’s base to solve problems, within agreed SLA.- Suggesting customers best practices using the platform (Tasy) and improvements.- Analyzing and report product/ system malfunctions, by testing different scenarios.- Understand customer's business rules and suggest the best setting of the system's functions.Achievements:- Achieved all monthly SLA targets, responding to calls within the expected time.- In the second year, I was allocated to work a short period with the QA team, helping the validation procedure of HTML5 platform version.

Blumenau E Região, Brasil

- Development of strategies to improve the customer's experience since the first contact with the company, in order to fidelized customers.- Execution and maintenance of the customer service process through phone calls, emails, WhatsApp and in person, bringing agility and reduction of service time.- Development of administrative activities with the financial department, in order to facilitate the billing process.- Responsible for the pre-departure experience of 100% of customers, preparing travel kits with all exchange/travel documentation, ensuring timely delivery.- Support for customers in scheduling the issuance of passports.- Updating and maintenance of physical documents, organizing the space.- Registration and maintenance of the customer and lead base in the CRM, in order to ensure that all information was up to date.- Support in solving customer problems and questions in the expected time.

Degree In Software Development, Information Technology

Honor Bachelor Degree, Business Administration And Management, General