Sofia Schommer Email & Phone Number

Brazil

Salvador, Bahia, Brasil

I was committed to analyzing and maintaining the customer journey, ensuring that each stage of the process delivered a positive and efficient experience. My role involved continuously monitoring service quality, ensuring that excellence standards were upheld across all interactions.I was responsible for analyzing various Customer Experience (CX) metrics, such as Contact Rate, NPS, CSAT, SLA, and churn rate, among others. These metrics were crucial for identifying areas for improvement and implementing effective strategies.I executed projects focused on enhancing the customer experience, from conception to implementation, ensuring that the developed solutions met customer needs and increased their satisfaction. Part of my work included regular client visits and conducting surveys to gather direct feedback, allowing for a deep understanding of their expectations and experiences.This holistic and proactive approach aimed not only to address existing issues but also to anticipate future needs, fostering an exceptional customer experience and supporting the company’s continuous growth.

I managed a B2B client portfolio with a primary focus on ensuring customer satisfaction. My responsibilities included providing continuous technical support, conducting strategic meetings to identify improvement opportunities, and performing in-depth analysis of customer support data.Based on data analysis, I developed and implemented strategies to enhance the platform, preventing future issues for our clients. Working closely with project and engineering teams, I prioritized bug resolutions and implemented improvements. These actions resulted in significant enhancements to the experience of our key clients and identified upsell opportunities that boosted our Net Promoter Score (NPS).Additionally, I contributed to creating and implementing internal processes within the support team, optimizing our efficiency and, consequently, our results. Overall, my work positively impacted customer experience, sales performance, and the effectiveness of the support team.

I served as the main point of contact for a B2B client portfolio, performing various crucial functions. In addition to providing continuous technical support for our platform, I led strategic meetings to align goals and sell improvements to clients.My contributions extended to implementing several enhancements to the platform through advanced configurations, utilizing BPMN techniques and internal company management. To support our decisions, I extracted significant data from the database using SQL queries.As part of my proactive approach, I conducted personal technical visits to clients in my portfolio, strengthening our relationships and directly contributing to team results.Additionally, I maintained direct and effective communication with clients through various platforms, including WhatsApp, Teams, and phone calls, ensuring comprehensive support and efficient communication.

In this role, I played a key part in managing customer relationships, supporting both B2C and B2B segments across various service platforms such as Zendesk/Movidesk, social media, e-commerce stores, and consumer review sites like Reclame Aqui.A significant portion of my work involved closely monitoring metrics and KPIs related to Customer Success (CS) and customer service. I focused on implementing CS and CX practices, including churn prevention strategies, improving onboarding processes, ensuring continuous customer follow-ups, analyzing and optimizing customer journeys, and gathering valuable feedback.Additionally, I led training initiatives for new team members, covering critical topics such as Customer Success, Customer Experience, and financial market knowledge.I actively participated in coordinating projects and studies aimed at enhancing user experience. This involved detailed churn analyses, competitor analysis, strategic projections, and developing data-driven solutions using Excel.Regarding business communication, I was involved in internal and external meetings with company leaders and partners, playing a significant role in disseminating information and aligning strategies.Moreover, I took responsibility for team oversight, providing essential training, coaching, and feedback. I also maintained direct contact with B2B clients through calls, ensuring personalized journeys and onboarding processes tailored to each client’s specific needs.

Salvador, Bahia, Brasil

I was responsible for the billing of new and pre-owned vehicles, as well as managing interim bank transactions. My duties included issuing and recording invoices and amendments, while maintaining effective communication between the manufacturer and the dealership, ensuring exceptional customer service at all times.I implemented a comprehensive reorganization of processes, optimizing efficiency while simultaneously strengthening control mechanisms to prevent losses and drive a significant increase in productivity within the department.

Associate Degree In Financial Management (Cst), Financial Management

Integrated Technical Course, Agroecology

Activities and Societies: Participated in a scientific initiation project, presenting research at inter-municipal events. I completed.