Luciana Makinodan Email & Phone Number

São Paulo, Brazil

São Paulo, Brazil

São Paulo, Brazil

São Paulo, Brazil

. Orchestrated Card Programs (Issuance & Processing) for B2B clients in the LATAM region, streamlining operations and reducing friction. . Expedited program ramp-up between client/internal teams, resulting in a significant decrease in escalations. . Utilized data analysis to deliver actionable client insights, enhancing rapport and value perception. . Fostered partnerships with global stakeholders, local card schemes, and financial institutions, driving extended collaborations and securing favorable deals.

São Paulo, Brazil

. Headed up the Customer Success division, ensuring the growth and satisfaction of clientele. . Collaborated with service providers to enhance customer experience via portal improvements, specifically focusing on KYC compliance. . Implemented a customer segmentation strategy, allowing for targeted management approaches tailored to different client profiles. . Achieved significant improvements in satisfaction levels among high-touch clients while implementing upselling strategies for mass customer segments. . Structured the department and oversaw the recruitment of team members to support expansion efforts. . Served as the Voice of Customer Ambassador for the LATAM region.

São Paulo, Brazil

. Managed programs and projects for enterprise accounts, addressing complex issues within the payment sphere. . Developed and organized project plans to ensure visibility and follow-up with Global Key Account Managers (KAMs). . Led initiatives to enhance internal processes, methods, and cross-functional collaboration, meeting company-wide engagement requirements.

São Paulo Area, Brazil

. Oversaw and structured business support areas catering to B2B clients, including analytics, customer success, and business support teams. . Mentored and coached team leaders and members, resulting in exponential team growth and improved performance metrics. . Collaborated with cross-functional teams to deliver client dashboards, customer insights, and automation tools, driving operational efficiency and customer satisfaction. . Successfully improved company NPS metrics, achieving a YoY increase.

São Paulo Area, Brazil

. Led and designed strategies for the Customer Success Pipeline, focusing on B2B cross-border trade. . Developed automation tasks and scalable models to streamline the sales lifecycle, merchant onboarding, adoption, and engagement of EBANX products and services. . Established a comprehensive customer success framework, including the creation and delivery of supporting tools such as the Merchant Onboarding Playbook, Success Plan, Success Score Card, and Customer Journey Mapping. . Implemented CSAT initiatives, churn prevention strategies, and automated reengagement flows, resulting in improved satisfaction levels interactions and extended customer lifetime value (LTV) year over year. . Enhanced features within the merchant's portal, including user experience, communication channels, and content, which consistently reflected positively on NPS rates for Tech Touch. . Introduced Salesforce CRM to improve ticket resolution and customer journey tracking, while also adding educational content for merchants within the portal. . Managed a team, overseeing hiring, engagement, retention, and the development of both individual contributors and team leaders.

Curitiba Area, Brazil

. Led the merchant support team, devising new procedures, policies, and service delivery strategies to anticipate and address potential bottlenecks. . Managed second-level escalations for merchant issues and incidents related to payment processing. . Served as the internal point of contact for merchant needs across various departments including Risk, IT, Finance, Business Development, Marketing, Operations, and Compliance. . Implemented CSAT initiatives that resulted in decreased SLAs for ticket resolution and improved metrics quarter over quarter. . Enhanced features within the merchant's portal to improve user experience and communication channels. . Introduced Zendesk ticketing system for efficient incident management and customer´s inquiries. . Planned and piloted NPS programs for merchants, aiming to gather valuable feedback and insights for product development. . Managed the Voice of Merchant Program and collaborated internally to address pain points and drive product improvements.

São Paulo Area, Brazil

. Formulated policies and strategies to mitigate risk issues specific to the LATAM region, covering product, process, project, and payment-related concerns such as anti-fraud measures, credit risk, underwriting, KYM, and compliance. . Implemented/delivered new risk tools and programs in the region

São Paulo Area, Brazil

. Evaluated risk considerations, trends, and gaps in fraud issues, devising proactive strategies to address potential financial, compliance, and quality issues. . Implemented risk mitigation measures to safeguard the company's interests and ensure regulatory compliance in the Brazilian market.

São Paulo Area, Brazil

. Oversaw risk management frameworks in collaboration with Account Management and Merchant Integration teams. . Developed and implemented strategies to integrate risk management seamlessly into account management processes, ensuring comprehensive risk assessment and mitigation.

São Paulo Area, Brazil

. Managed a team responsible for customer solutions, focusing on engagement, retention, and development of team members. . Implemented key areas such as Disputes & Limitations, Executive Escalation, and Social Media Monitoring to enhance customer satisfaction and resolution efficiency.

São Paulo Area, Brazil

. Drove sales and marketing initiatives to increase member engagement and revenue for the Toyota Dealer Association through strategic partnerships and promotional activities.

São Paulo Area, Brazil

. Managed sales and customer service operations for logistics companies involved in export trade, ensuring smooth transactions and client satisfaction.

São Paulo Area, Brazil

. Led ground operations for flight departure and arrival processes, ensuring operational efficiency and passenger satisfaction.

Post Graduation, Toyota Dealer Management

Activities and Societies: Toyota Dealer Simulation and Building Managers Toyota Way - Los Angeles - USA (2010)

Innovation In Electronic Payments & Business In Digital Era

Services Marketing

Post Graduation, Marketing Management