Letícia Pires Email & Phone Number

// Area’s Restructuring: Community + Customer Experience + Research// KPI tracking// People management and development• Area’s Restructuring: organize and clarify the roles of each person on the team; division of the Community area into subareas to optimize tasks accomplishments and to meet demands; organize processes; implementation of cooperative and self-management methodologies to bring rhythm and flow to the team;• Community management: follow-up, support and management of the Community Managers team to foster the growth and engagement of our players’ communities;• Customer Experience and Customer Support: reorganize and implement areas using service design tools; definition of metrics and goals for evaluating our customers' experience; analysis and improvement of customer communication services with the company;• Community Research: creation of a subarea in the team to carry out different types of surveys with our customers (we went from 0 to more than 120 surveys with customers in a period of 2 years);• KPIs monitoring: analysis of the company's needs and translation into goals, KPIs, OKRs and projects for the Community team; alignment of company and games metrics with area metrics;• People management and development: monitoring, directing and ensuring the professional development of each person on the team; recurrent 1:1 culture.

São Paulo, Brasil

• Structuring the entire operation of the first Beds' unit: hiring support staff, supply chain, relationship with vendors;• Community building with our target audience through partnerships and initiatives with student entities;• Hiring and team building for community and sales teams;• Budget forecast;• Sales strategy development: sales pitch definition, storytelling, strategies for attracting leads;• Market research: analysis of competitors and similar markets;• Responsible for implementing the Customer Experience and Customer Success area

São Paulo, São Paulo

// Community and event management// Business development// Building management (operations)// People management· Creation of a collaborative environment amongst our members through events and personal introductions;· Ensuring customer satisfaction and improving the experience of members;· Proactively gather data on members’ business objectives and help them to achieve their goals;· Improve NPS with the help of Medallia;· Maintenance of building occupancy to achieve sales goals and churn management;· P&L management: costs, revenue, margin and prices;· Building KPIs management;· Manage and maintain relationships with vendors and landlords;· Ensure that building is fully operational and processes are running smoothly;· Maintain Zendesk SLA;· Manage team to achieve goals and fulfill OKRs;· Lead the professional development of the team;· Supervise and keep team updated with company objectives

São Paulo, Brasil

- Selected to be an impact representative within the company;- Responsible for organizing events with a social bias and supporting voluntary initiatives.

São Paulo, Brasil

· Customer experience management;· Responsible for ensuring operation of a building with 1,200 customers;· Relationship with suppliers;· Responsible for purchasing and inventory management (in this role I managed to reduce opex by 20%);· Cleaning team management

São Paulo Area, Brazil

• Hiring, training, and management of the technical team: ground level elaboration of the collaborator team in the Morumbi unit, cooperation based pedagogical training and design thinking resulting in significant team relationship and creativity improvements;• Elaboration and development of new client retention strategies: applied usage of design tools with focus on user experience;• Performance result control, and budget closing;• Event creation: achievements raising client fidelity, as well as new prospects;• Responsible for partnerships: achievements raising the number of studio partners by generating benefits for the collaborators, clients, and the partners themselves;• Responsible for the implementation of new management models for the studio’s administrative team based on holacracy and sociocracy 3.0: achieved greater internal process efficiency

São Paulo Area, Brazil

· Collaborator to a Creative Empowerment area project, in charge of metric and methodological development in order to help specific locations to become more creatively favorable and stimulating environments

São Paulo Area, Brazil

• NGO account executive: responsible for coordinating platform entry of over 100 NGOs, trusteeship for visitations and documentation other than supporting these NGOs on using the tool adequately;• NGO and partner relationships: responsible for identifying our contacts’ main needs, and develop opportunities to better assist, and therefore reinforcing relationships and trust;• Innovation project co-leader: application of design thinking tools on new projects;• Commercial prospecting and sales: actively prospecting companies in order to develop social impact campaigns and further engagement in social media

São Paulo Area, Brazil

• Result control for the elaborations of Safra Performance (managers’ variable rewarding program);• Creative development of new tools for managerial consultation: personally responsible for the development of an intuitive system where managers could identify clients with potential for growth, therefore increasing performance;• Result analysis and report development;• In charge of servicing the Product department, based on result studies;

São Paulo Area, Brazil

• Profit consolidation by agency;• Responsible for client result summarizing and performance studies of special “colony clients”;• Management assistance

São Paulo Area, Brazil

- Reserch and elaboration of material – Orientation: Prof. Dr. Cristina Leite- Reserch and data analysis – Orientation: Prof. Dr. Enos Picazzio

Campinas Area, Brazil

• Presentations and assistance to visitors;• Event organization; • Equipment study

Especialização, Service Design

Licentiate Degree, Física, Physics

Activities and Societies: Futsal Feminino da Física Scholarship holder CNPq: - Reserch and elaboration of material – Orientation: Prof..

Física, Physics

Activities and Societies: - Flamenco's Group of Dance - Contemplated with the Santander Universidades scholarship program

Física, Physics