Gestão da Jornada do Cliente Pós-venda - Responsável pelo onboarding, suporte e acompanhamento de visitas, atualizações de status da obra, e compartilhamento de materiais com clientes durante o progresso até a entrega das chaves.Criação de Fluxos de Avaliação - Estruturação de fluxos de avaliação para visitas, vistorias e entregas,Mapeamento da satisfação do cliente com uso de indicadores: NPS, CSAT, CES, Tempo de Resolução de ProblemasMonitoramento da Assistência Técnica -… Show more Gestão da Jornada do Cliente Pós-venda - Responsável pelo onboarding, suporte e acompanhamento de visitas, atualizações de status da obra, e compartilhamento de materiais com clientes durante o progresso até a entrega das chaves.Criação de Fluxos de Avaliação - Estruturação de fluxos de avaliação para visitas, vistorias e entregas,Mapeamento da satisfação do cliente com uso de indicadores: NPS, CSAT, CES, Tempo de Resolução de ProblemasMonitoramento da Assistência Técnica - Avaliação contínua do atendimento técnico, por meio de contato com clientes com chamados abertos.Elaboração de Relatórios e Atualização do Portal do Cliente - Desenvolvimento de relatórios de satisfação, atualização de indicadores no portal e geração de insights para melhoria dos processos e da jornada do cliente. Show less

Monitoring new customers in the use of automation; operator engagement and general customer support; Analysis and health assessment of the customer portfolio through remote access to the client's system for data collection; data processing and creation of dashboards with both overall and detailed overview of automation usage; Frameworks used: Asana, mind mapping (X-mind), and Infogram. Interaction with the Customer Success and Projects teams during the onboarding phase after automation… Show more Monitoring new customers in the use of automation; operator engagement and general customer support; Analysis and health assessment of the customer portfolio through remote access to the client's system for data collection; data processing and creation of dashboards with both overall and detailed overview of automation usage; Frameworks used: Asana, mind mapping (X-mind), and Infogram. Interaction with the Customer Success and Projects teams during the onboarding phase after automation installation. Show less

Leadership in launching 8 new partnerships: online - Rappi |Nissan |Market Up |Coob+ and physical - Drogaven |Droga Clara |Eletrosom |R Carvalho;Conducting training sessions with the commercial team for the launch of the partnership;Conducting project report meetings with clients. Follow up and execution with the multifunctional team of the stages for the delivery of the projects;Preparation of the project plan, schedule and scope of each new partnership agreement;Full follow-up… Show more Leadership in launching 8 new partnerships: online - Rappi |Nissan |Market Up |Coob+ and physical - Drogaven |Droga Clara |Eletrosom |R Carvalho;Conducting training sessions with the commercial team for the launch of the partnership;Conducting project report meetings with clients. Follow up and execution with the multifunctional team of the stages for the delivery of the projects;Preparation of the project plan, schedule and scope of each new partnership agreement;Full follow-up of the phases and timely deliveries and elaboration of a sustainable action plan to mitigate risks and delays;Preparation of a company-wide management reporting template and daily monitoring of the area;Creation of workflows, documents, and processes for the implementation of a new area for project execution. Show less

Reduction of expenses with the moving of the SC and BH offices, from conventional rooms to Coworks rooms;Management of the commercial consultants and directors' agendas;Participation in the elaboration of the annual budget planning and the monthly monitoring of expenses of the locations;Elaboration of the prospects spreadsheet and feeding of the leads base; Management of accounts payable in SAP financial system;Coordination of the trade marketing team in promotional actions… Show more Reduction of expenses with the moving of the SC and BH offices, from conventional rooms to Coworks rooms;Management of the commercial consultants and directors' agendas;Participation in the elaboration of the annual budget planning and the monthly monitoring of expenses of the locations;Elaboration of the prospects spreadsheet and feeding of the leads base; Management of accounts payable in SAP financial system;Coordination of the trade marketing team in promotional actions with the partner; Production of monthly data intelligence reports (penetration, active clients, billing) using tools such as Cubo, Tableau;Customer experience, support and resolution with the Call Center. Show less