Mateus Pires Email & Phone Number

My main mission is to ensure that our clients get the maximum value from our SAAS solution, in a consultative and strategic manner.My responsibilities include: ⚫Personalised account follow-up, building strong relationships with executives ⚫Analysis of adoption and impact metrics ⚫Implementation of new functionalities ⚫Management of negotiations for contract renewals, upsell and cross-sell. Conducting strategic meetings to align results ⚫ Developing personalised action plans to optimise processes ⚫ Supporting user training and benchmarking best practices.Tools used: Jira, Hubspot, Notion, Miro

São José Dos Campos

⚫Structuring of the CS area;⚫ Performing Onboarding ensuring first point of value for the customer;⚫Identify and target expansion opportunities (cross-sell and upsell);⚫Perform EBRs with cadences determined according to the customer portfolio;⚫Manage the performance of the high complexity customer throughout the journey, tracking customer success criteria and anticipating potential problems;⚫Act in the retention and reversal of possible dissatisfactions and cancellations/Churn by proposing solution alternatives in conjunction with other areas;⚫Identify and propose solutions that make internal processes more agile, scalable, with reduced cost and/or investments;⚫Support the team by sharing best practices in the area and business and market vision;⚫Design, review and validate processes needed in the area, aiming at customer adoption.

São José Dos Campos, São Paulo, Brazil

⚫I work on projects for continuous improvement in customer experience, based on VoC methodology and CX KPI's (CES, CSAT, NPS, SLA); ⚫Map the customer journeys by discovering their key actions, touch points, processes and systems to design effective interactions; ⚫Knowledge center development. ⚫Construction and improvement of chatbot. Tools used: Hubspot, TakeBlip, Pipefy, Notion, Miro, Hotjar.

São José Dos Campos, São Paulo, Brazil

Leader of a team of 9 analysts and 8 back offices focused on customer care, working on risk management projects to improve the experience after the purchase of the service and decrease the churn of B2C and B2B customer portfolios. In charge of structuring the B2C Relationship department, from hiring and developing new employees to strategies and new projects for continuous improvement in Customer Experience. Also acting in the management of the following KPI's: Churn Rate, (TMA) Average Attendance Time, (TME) Average Waiting Time, (FCR) First Call Resolution, (SLA) Service Level Agreement, (CSAT) Customer Satisfaction Score and (NPS) Net Promoter Score.

São José Dos Campos, São Paulo

⚫Serving a segmented portfolio of SME (Small and Medium Business) customers in order to build and strengthen relationships with decision makers;⚫ Perform Onboarding of customers (High-touch and Tech-touch).⚫ Ensure resolution of presented problems quickly to promote maximum customer satisfaction;⚫Maintain the performance of follow-ups for loyalty and contract renewals (Readjustment Negotiation);⚫Assess and execute Upgrade opportunities by analyzing customer needs and developing strategic and innovative solutions from churn indications;⚫Study the market refining new retention techniques in small, medium and large companies;⚫Monitor the performance of the customer portfolio, monitoring its indicators and supporting improvement actions to achieve the planned results.⚫Acting for loyalty in pre Churn and post Churn retention;Involvement in Continuous Improvement Projects in Customer Experience.

São José Dos Campos, São Paulo

Performed the customer service in person, and answer your questions by email and phone, this function required knowledge of products marketed by the company, the contract and customer profile, and assist the portfolio analyst with the processes of upgrades and downgrades requested by the customer.Assisting in Onboarding customers (Low-touch and Tech-touch)Acted as support in feeding the reports of indicators of the portfolio of PJ customers of the analyst to which I was assigned for decision making.

São José Dos Campos, São Paulo, Brazil

Responsible for attending corporate clients by phone, e-mail and in person, and general administrative routines.

São José Dos Campos E Região, Brazil

Prepare / organize / analyze / archive documents. Organization and location of physical and digitized files, Posting of overtime, assist in the control of rotating and dead file, support the CAC (Driver Support Center), making badges and updating and registration of documents of drivers in the SAP system.

Executive Mba, Customer Experience

⚫Customer Insights ⚫Mapping and Journey Management, Experience Design and User Experience ⚫Customer Centric Transforming Culture ⚫CX.

Bacharelado Em Administração, Business Administration And Management, General

Técnico Em Administração De Empresas, Business Administration And Management, General

Técnico Em Informática, Computer Programming