Report directly to the Head of CS and Commercial DirectorateCreation of training on Customer Success practices teaching principles and strategies in the area;Daily internal touchpoints with the CS team to monitor customer demands;Alignments between the team and the client for possible route corrections when conducting campaigns, in order to achieve the best result;Be a point of contact between the sales, operations and customer teams;Initiative to help the product and technical teams with suggestions for improving our products brought by my perception as well as suggestions from customers;Presentation of results to customers;Monitoring the CS team in presentations to clients;Monitoring CS results, such as the Health Score analyzing payment indicators, campaign performance evaluating the delivery volume and contracted execution period;Preparation of action plans in campaign strategy in order to improve the customer experience and avoid churn;Preparation, sending, measurement and closing the loop of CSAT and NPS surveys, thus ensuring greater customer satisfaction and loyalty with our company;Creation of Churn and Retention Indicators (still in the implementation phase);Protagonism in the creation and improvement of processes and continuous development in the Ad Sales Journey;Mapping the User Journey, eliminating pain and bottlenecks, adjusting functions and inserting the CS team into the Ad Flow;Protagonism in bringing improvements to the CS area through the structuring of an organization chart, and division of the customer portfolio aimed at improving the Customer Service area.Participation and defense of important points for the Customer Service Area with a focus on Customer Success and Account Management. Examples: Defining which processes remain in the area and which processes belong to other areas.Skills: Interpersonal relationships. Interpersonal skills. Oratory. Trainings . CRM. Project management software · Presentation skills · SaaS · B2B ·

Report Direto à Coordenação de Customer Success*Account Manager*- Responsável por uma carteira de clientes Key Account em verticais como: Lazer, Mobilidade, Alimentos & Bebidas e Varejo;- Avaliar e tratar as melhores oportunidades de expansão do portfólio através de upsell e cross sell, entendendo as necessidades e expectativas dos clientes;- Gerenciar e monitorar contas da carteira através de análises de Health Score através da observação de usabilidade e engajamento na plataforma, com ações proativas e estratégicas, prestando trabalhos de consultoria sempre que necessário;- Entender o Negócio do cliente e ajudá-lo a atingir seu objetivo com produtos Mobile;- Apresentação de resultados (QBR);- Prevenção de rotatividade e elaboração de Planos de Ação para evitar evasão;- Realização de Onboarding para utilização de software de Mobile Marketing;- Reuniões on-line e treinamentos sobre conceitos e gestão de software, de acordo com a necessidade de cada cliente.*Sucesso do cliente*- Contribui na construção da área de Customer Success, passando por todo o processo desde a Adoção até a Retenção;- Mapeamento e construção da Jornada do Cliente;- Identificação de gargalos;- Elaboração de Cases de Sucesso;- Construção da base de conhecimento;- Estruturação do Manual de Certificação da ferramenta para auxiliar no Onboarding de Clientes Internos e Externos;Habilidades: Apresentações · Adoção de produtos · Habilidades de apresentação · SaaS · B2B · Relacionamentos interpessoais · Habilidades interpessoais · Implementação de projetos · Comunicação · Gestão de relacionamento com o cliente (CRM) · Construção de relacionamento

Co-creation of the CS na Practice group, with the purpose of bringing Customer Success knowledge to beginning professionals through lectures given by experienced professionals in the field. lectures given by experienced professionals in the field.Skills: Presentation skills · Interpersonal relationships · Interpersonal skills

Direct Report to the Customer Service Manager- Performed the analysis of customer problems, identifying the team's learning gaps regarding the Customer Service product and process, based on the satisfaction survey, with improvement in the quality of customer service;- Conducted field mentoring by analyzing customer service by observing, correcting and instructing on behavioral attitudes such as empathy, active listening and patience when interacting with the consumer.

Direct Report to the Customer Service Manager- I worked actively on a customer experience project, “One CAE Together for our Customers”, from researching best engagement practices for customers, defining the operating strategy, to implementing the actions, raising the customer satisfaction and loyalty index.- Promoted the implementation of customer records through a standardized and segmented database, resulting in a more assertive monitoring of the customer's journey, personalizing the service and increasing customer loyalty.- Interface between customers and internal areas, managing to leverage results, optimizing products and services and creating new strategies and effective solutions to meet the demands.

Direct Report to the Front Desk Manager- Managed conflicts by giving the best solutions to our customers, using empathy statements to show I could understand their feelings or frustrations.- Ensure guest's preferences to add a personal touch to the service;- Improved workflow planning by anticipating customer needs.- Maintained guest’s account with the accounting system;- Developed daily reports of checking in and out conferences and also from the in house guests.

Direct Report to Reception Manager- Responsible for the entire guest cycle in hotel, from pre-arrival, through arrival and registering the guest in the hotel database (CRM), occupation and lastly the departure.- I actively participated in consultancy, being the voice of the customer (VOC) for the improvement of services and relationships.- Came up with new ideas of process enhancements that were discussed with the manager and applied at the reception. '- Supervised the training of new employees and responsible for onboarding training for new hires.

Direct Report to General Manager - Together with the team we brought the Outback concept from São Paulo to Fortaleza.- I was responsible for organizing and leasing the auditorium where the first meeting between the CEO and the new hired employees was made.- Organized the charity dinner to the Peter Pan Association (Pediatric Cancer Hospital); - Managed job openings for the new Outback Store;- Accommodation and food management.

Direct Report to General Manager - Welcome customers in order to create a relationship of trust where they could feel the "Outback Moment Experience" from the beggining until the end of their journey.- Enchanting the customer through rapport sales techniques thus increasing the degree of customer satisfaction and loyalty and adding value to customer service through up sell and cross sell.- Responsible for the training new hires.

*TV Actress Multishow: Segredos Médicos Series (April 2014); TV Comercial for Embratur: Sunglasses Adventure (February 2014); Short Film: Black Out (June 2012); *TV Host Conectados Program (May 2012); SBT: Domingo Legal/Telegrama Legal (July till August 2012). *Theater Dithyrambos Company of Fine Arts Play: "Orfeu e Julieta" (March 2014) Character: Julieta Curso Ator Play: "The Tamed Shrew" from William Shakespeare (September till Octorber 2010) Character: Katherine Prize of the best scene of the show in the comedy genre Curso Ator Show: "Tudo de Veríssimo" (March 2010) Character: Played four different characters Prize of best actress in the comedy genre Curso Ator Play: "A Tela e a Cela" (July till August 2009) Character: Rosa Gaston Nomination for best actress in the drama genre *Musical Theater Curso Ator Show: "Chicago – The Musical" (October 2011 till November 2012) Character: Roxie Hart Prize of Best Actress The musical was elected as the best show of 2011

I taught General and Business English for the beginner, intermediate and advanced levels; Administration Management;

I taught General and Business English for the beginner, intermediate and advanced levels; Studies Groups management; Created and managed cultural events and recreational activities with the students;

- I accomplished proven customer service through the enchantment Disney Institute techniques by being attentive to details through a more trained and personalized glance;-I acquired excellent proof of professional flexibility having to assume operational roles and responsibilities, dealing with very strict rules and with the responsibility to maintain the quality standard;- I understood Disney's business values and vision and its applicability that are shared through an extensive agenda of workshops and training having absorbed the concept of Customer Centric.

Family Business in the wholesale clothing trade.Support the managers in their activities and operational activities, document management; agenda organization, account and revenue control, office supplies, reporting and issuing invoices, updating files and records, mail and pouch.