Natália D. Email & Phone Number

Dublin, Ie

Dublin, County Dublin, Ireland

Spearheading the comprehensive training program for new Asana hires, ensuring their seamless integration into customer support rolesIdentifying training needs by innovating and refining onboarding projects through dynamic brainstorming sessions, ensuring they align with organizational objectivesConducting engaging training sessions globally, with a focus on EMEA region Successfully trained over 100+ Asana new hires, resulting in enhanced customer support quality and… Show more Spearheading the comprehensive training program for new Asana hires, ensuring their seamless integration into customer support rolesIdentifying training needs by innovating and refining onboarding projects through dynamic brainstorming sessions, ensuring they align with organizational objectivesConducting engaging training sessions globally, with a focus on EMEA region Successfully trained over 100+ Asana new hires, resulting in enhanced customer support quality and satisfactionRevamping onboarding projects, leading to increased efficiency and effectiveness in the integration process.Constantly creating and updating content to ensure that we cover all learning methodology within a variety of modalities including in person sessions, videos, quizzes, exercises and more. Delivering impactful training sessions across multiple continents, contributing to the development of a skilled and knowledgeable workforceCreating a continuous education program for agents, including full time employees and full time contractors to ensure they continue to be successful in their role at AsanaAccomplished the successful implementation and delivery of upskilling training for our vendors, strategically aligning it with company objectives and optimizing focus for FTEs on key prioritiesCreated from scratch a brand new onboarding project customized for our Renewal vendors to ensure they have all necessary information, access to the right tools and knowledge to be successful in their role at AsanaRegularly syncing with vendors and stakeholders to align on expectationsPartnering multiple times with the Optimization team to launch and implement new tools and processes to the support teamHosted team meetings across EMEA and NAMER Show less

Played a key role in supporting the recruitment of new talents for the retention team, contributing to the selection process and ensuring alignment with team objectivesSupported in the implementation and expansion of a retention program through chat and email with an external vendor, resulting in 20% prevention of plan cancellations and seat downgrades requests. This achievement translates to an annual revenue savings of over $1.8M since launchSuccessfully mentored new joiners within… Show more Played a key role in supporting the recruitment of new talents for the retention team, contributing to the selection process and ensuring alignment with team objectivesSupported in the implementation and expansion of a retention program through chat and email with an external vendor, resulting in 20% prevention of plan cancellations and seat downgrades requests. This achievement translates to an annual revenue savings of over $1.8M since launchSuccessfully mentored new joiners within the support team, fostering a supportive environment and facilitating their transition into their rolesFacilitated cross-departmental shadowing experiences, promoting collaboration and understanding across different areas of the organizationSuccessfully orchestrated the EMEA company meetings, fostering a culture of collaboration and knowledge exchange among teamsDemonstrated exceptional organizational skills in coordinating various aspects of the event, from speaker selection to logistical arrangementsEnhanced the effectiveness of meetings through thoughtful agenda planning and engaging presentation materials Show less

Provided comprehensive support to Asana customers in English and Portuguese, addressing inquiries, feature requests, and bug reports, while educating them on optimal product usage practicesConsistently surpassed productivity targets by efficiently handling billing and functionality-related issues via email and chat channelsEnsured swift resolution of cases by promptly identifying and escalating issues following established workflows

- Working in the Portuguese team supporting top creators in a variety of topics (video uploads, channel management, monetization, analytics and any technical issues) ensuring fulfillment of partners’ needs through email and chat- Providing education on supported devices, new features and product updates- Troubleshooting technical issues in a friendly and accurate manner- Collaboratively sharing feedback through appropriate channels related to tools, processes or systemic… Show more - Working in the Portuguese team supporting top creators in a variety of topics (video uploads, channel management, monetization, analytics and any technical issues) ensuring fulfillment of partners’ needs through email and chat- Providing education on supported devices, new features and product updates- Troubleshooting technical issues in a friendly and accurate manner- Collaboratively sharing feedback through appropriate channels related to tools, processes or systemic user/product issues- Flagging trends and potential global technical issues- Escalating issues providing all the relevant information when required striving to resolve them in a timely manner Show less

- Performing quality reviews for the Portuguese market with posterior feedback- Helping QA with escalations that were reported by agents via Twitter (Salesforce platform) and YouTube Forum paying high attention to detail- Mentoring agents whilst building trustful relationships, empathy, motivation, feedback and training- Giving support to colleagues to develop their skills such as problem-solving, identifying possible risks, solutions and improvement opportunities

- Prioritising multiple tasks in a fast paced and ambiguous environment ensuring the SLA achievement- Supporting users and partners in a range of topics (video uploads, channel management, monetization, analytics report, and product technical issues) with emphasis on high user satisfaction- Troubleshooting and helping resolving technical issues - Upholding a brand voice and developing a meaningful, genuine rapport with social media communities

County Dublin, Ireland

- Learned, utilized and multitasked across a variety of tools to view account information, research and review policies while helping customers- Achieved daily, weekly and monthly sales targets- Found solutions to customer issues while always adhering to company policies and guidelines- Till operation and dealing with customer purchase and refunds- Mentored and on the job training for new staff members

County Dublin, Ireland

- Demonstrated empathy, patience and responsible judgement with every customer to ensure the best and most appropriate outcome based on each situation- Managed all service sign up and orders- Worked independently, effectively prioritize and manage time accordingly - Advised and guide customers with about the product

Italy

- Performed in client service sector, participating of the action annual planning development for the client Les 3 Brasseurs- Follow up of researches and development of Social Media for the client AXA Insurance- Working with agency colleagues to devise an advertising campaign that meets the client's brief and budget- Perform ad hoc customer research analysis to further the understanding of customer behaviour and future strategic direction of the business- Analyse marketing… Show more - Performed in client service sector, participating of the action annual planning development for the client Les 3 Brasseurs- Follow up of researches and development of Social Media for the client AXA Insurance- Working with agency colleagues to devise an advertising campaign that meets the client's brief and budget- Perform ad hoc customer research analysis to further the understanding of customer behaviour and future strategic direction of the business- Analyse marketing channel and website performance data for assigned projects and develop recommendations on ways to further optimize for performance Show less

Ireland

-Provide support in projects with the Company Marketing Partners and also with the product Nyx Electronic Cigarettes-Worked with the on-site Social Media Manager to create and implement campaigns. Developed content calendars on a weekly and monthly basis for company brands-Monitored analytics with social media team to identify viable ideas. Assisted in the general distribution of press releases and media alerts-Provided support to our online marketing team. Reviewed and proofread… Show more -Provide support in projects with the Company Marketing Partners and also with the product Nyx Electronic Cigarettes-Worked with the on-site Social Media Manager to create and implement campaigns. Developed content calendars on a weekly and monthly basis for company brands-Monitored analytics with social media team to identify viable ideas. Assisted in the general distribution of press releases and media alerts-Provided support to our online marketing team. Reviewed and proofread content -In-depth working knowledge of Facebook, Twitter, MailChimp, Gumtree and Google+-Experience with social media analytics Show less

Ribeirão Preto Area, Brazil

- Met and liaised with clients to discuss and identify their advertising requirements. Ensured that communication flows effectively- Negotiated with clients and agency staff about the details of campaigns. Presented creative work to clients for approval or modification;- Worked directly with the clients as Vidracaria Cristal, Cia da Luz, ACB Casa, Arte Luz- Created ads for a magazine according to the needs of each client

Ribeirão Preto Area, Brazil

- Organized emails for the marketing of the company's sales. - Crafted well-written email marketing that are grammatically correct, concise, polished and professional- Collected quantitative and qualitative data from marketing campaigns. Performed market analysis and research on competition- Supported the marketing team in daily administrative tasks. Assisted in marketing and advertising promotional activities (e.g. social media, direct mail and web)- Managed and updated company… Show more - Organized emails for the marketing of the company's sales. - Crafted well-written email marketing that are grammatically correct, concise, polished and professional- Collected quantitative and qualitative data from marketing campaigns. Performed market analysis and research on competition- Supported the marketing team in daily administrative tasks. Assisted in marketing and advertising promotional activities (e.g. social media, direct mail and web)- Managed and updated company database and customer relationship management systems (CRM) Show less

Social Media Marketing

Advertising And Marketing