Nathália Rocha Email & Phone Number

São Paulo, Brasil

Responsible for analyzing client accounts with crucial KPIs for both the client and the company, identifying opportunities for revenue growth, negotiating platform usage fees, providing strategic insights, ensuring customer retention, and managing churn.-Spearheaded the creation of the Churn Playbook.-Recognized for expertise in handling critical relationship management.-Conducted training on client profiles (director, entertainer, feeler, thinker).-Worked behind the scenes at the Expedition (Stars event) as Staff support for the online journey of major clients.-Responsible for analyzing client accounts with crucial KPIs for both the client and the company, =identifying opportunities for revenue growth, negotiating platform usage fees, providing strategic insights, ensuring customer retention, and managing churn.-Conducted training on internal KPIs and campaigns for the Spanish-speaking team.-Led a support project (distinguishing Account Management from support).-Held in-person meetings, closed contracts, managed relationships.-Engaged in networking at events, particularly in FIRE.-Participated in group dynamics and other company initiatives to strengthen team spirit.-Assisted in conflict resolution, aiming to negotiate mutually beneficial agreements

Belo Horizonte, Minas Gerais, Brasil

Technical analyst for the company's largest clients, with a focus on customer success and business growth through agile training aimed at empowering clients in the tools provided by the company. Among the key responsibilities:-Traveling across Brazil alongside the account manager for team training.-One-on-one training on all tools and their strategic usage in clients' businesses.-Internal training sessions for managers and other teams on tool proficiency.-Active engagement with development teams.-Monitoring product launches.-Handling urgent requests such as bugs or prioritizations.-Crisis management.-Overseeing client operations during product launches.-Emphasis on fostering positive client relationships.

Belo Horizonte, Minas Gerais

Technical analyst for the platform's mid-sized clients, focusing on customer success and business growth by understanding tools to enhance sales strategies, providing agile B2B support, and maintaining active pre-launch checklists. Key responsibilities include:-Conducting individual training sessions on the platform.-Activating tools for clients.-Managing launch checklists.-Identifying improvements and gathering customer feedback for development handover.-Providing training on recently launched tools for internal teams.-Proactively handling situations of extreme urgency.-Strengthening communication with the development team.

Belo Horizonte, Minas Gerais, Brasil

Responsible for supporting platform producers and affiliates, with a focus on:-Resolving inquiries about the platform.-Handling crisis situations with clients.-Executing super love actions with a highlighted case at the company's major event (FIRE).-Addressing technical configurations related to platform tools.-Managing commissioning and financial inquiries.-Serving as STAFF at FIRE, providing specialized assistance to the audience.-Initiating internal projects to disseminate more educational content for clients.

Belo Horizonte E Região, Brasil

I worked in buyer support for platform producers, responsible for:-Addressing inquiries about purchases.-Handling refunds and chargebacks.-Clarifying technical questions regarding course access.-Specialized communication with buyers.-100% focus on solutions for crisis situations.-Initiating internal projects to enhance buyer support, including developing specialized copy for the audience and focusing on Service Level Agreements (SLA).

Culiacán Rosales, Sinaloa, México

Through the Global Entrepreneur Exchange, I worked at Wafa, a Digital Marketing Agency, developing skills in social media strategy. I was responsible for creating copies for the Instagram page of Coworking Work Here and for lectures or events taking place on-site, as well as other promotional work aimed at the Digital Market for new business partners. I had the opportunity to carry out all the work in the local language, which enhanced my professional communication skills in Spanish.

Belo Horizonte, Minas Gerais, Brasil

I worked in customer support at Localiza for 3 months, handling issues after car rentals, such as coordinating vehicle towing, assisting with received fines, and providing support in the event of a traffic accident, among other responsibilities.

Belo Horizonte, Minas Gerais, Brasil

I worked as an Apple Care Advisor in Brazil for 1 year and 4 months, providing technical support to customers. During this time, I gained experience as a Floor (assisting colleagues when they had questions) and as a Mentor (training newly hired colleagues for customer service). Additionally, I volunteered for the company's newspaper, OPS! News, serving as a columnist on entertainment and as a proofreader.

Master Of Business Administration - Mba, Gestão De Projetos E Metodologias Ágeis

Bacharelado, International Relations And National Security Studies

Politica Internacional