Rafaela Blacutt Email & Phone Number

My responsability is to guide teams through the efficient execution of projects, from beggining to end. Also I help them to manage goals, timelines, and budgets, ensuring effective communication between teams and customers stakeholders.

As a Professional Service Manager, my responsibilities include overseeing implementation projects for Zendesk, Droz, Callwe, and Qualtrics. Additionally, I am tasked with managing and develop a team of 10, ensuring their professional growth and success.

Acting as Manager of the CX Project Consulting Team whose objective is to guide our clients in improving processes in their service area.

HDI is currently the world's largest association of customer support professionals, including Service Desk, Field Support, Shared Services Center (CSC), Contact Center, etc.The HDI SOAB: Software Advisory Board represents a group of prestigious professionals working in the systems industry, and the main mission is to provide recommendations and information on the trends and needs of this market, to prepare documents and guide this industry, which has as main peculiarity in terms of technical support, customer satisfaction not just the internal IT user. This Board is made up of a group of approximately 12 professionals, managers and directors of software and systems support departments from a wide variety of markets.

Florianópolis Area, Brazil

- Budget and headcount control- Internal project management- Development of other leaders- Webinars, lectures and workshops about customer support to others companies- Manage 3 support teams (chat / phone / Level 2) with more than 10 people to help more than 12 thousand customers- Creation and management of a second level team- Creation and management of a chat team- Responsible for Customer Support metrics (Backlog, SLA 1st, Missed Chats, Full Resolution Time)

Florianópolis E Região, Brasil

- Responsible for more than 100 RD Station Partners and their customers- Analyze customer’s marketing strategy and make plans to help them to achieve their results with RD Station Marketing- Inbound marketing and RD Station Marketing trainings - Responsible of renewal of contracts- Responsible for Customer Success metrics (MRR, Logo Churn, Net Revenue Churn)

Recording of online classes about customer support operations (metrics, leadership, tools) for the Service and Support Management Course. Support in live classes on various topics about CX and CS.

Florianópolis E Região, Brasil

- Customers inbound marketing planning- Blog content production (blog post, eBooks)- Responsible for social media- Strategies for lead generation and opportunity for sales

Truckee, Califórnia, Eua

- Work Experience USA program promoted by Intercultural- Responsible for equipment rentals for skiing and snowboarding at Donner Ski Ranch- Development of activities such as customer service, material organization and security equipment check- Tasks all performed in English

Mba, Business Management And Innovation And Competitive Strategy

Master Of Business Administration (M.B.A.), Digital Marketing And Communication

Bachelor'S Degree, Journalism