Theodora Toldo

Theodora Toldo Email and Phone Number

Customer Experience and Customer Success Manager @ Spreed
State of São Paulo, Brazil
Theodora Toldo's Location
São Paulo, São Paulo, Brazil, Brazil
About Theodora Toldo

Hey, there! My name is Theodora and my career has seen me excel in customer experience/customer success and project management roles, primarily within the SaaS industry, fintechs and startups.I'm passionate about leveraging my marketing and communications expertise using my multilingual abilities to drive growth for local businesses and the company. I have managed teams with more than 10 people, which together provided great CSAT and increased customer LTV. Furthermore, I was responsible for clients that made up more than 1MM/month in revenue. I have led projects with more than 50% of conversion rate and great ROI. I love challenges!Whether it's crafting compelling digital marketing strategies or providing exceptional customer service, I'm committed to making a meaningful impact in every role I take on, always being a data-driven Voice of Customer within the company and leading projects to increase revenue. Nice to meet you :)Customer Experience | CX | Customer Satisfaction | Customer Journey | Customer Feedback | Continuous Improvement | Customer Retention | Data Analysis | Customer Service | Omnichannel | NPS (Net Promoter Score) | CRM (Customer Relationship Management) | Team Leadership | Customer Experience Metrics | Project Management | Project Manager | Agile Methodology | Kanban | Project Planning | Project Budgeting | Team Management | Stakeholders | Project Communication | Project Management Tools

Theodora Toldo's Current Company Details
Spreed

Spreed

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Customer Experience and Customer Success Manager
State of São Paulo, Brazil
Employees:
37
Theodora Toldo Work Experience Details
  • Spreed
    Customer Experience And Customer Success Manager
    Spreed
    State Of São Paulo, Brazil
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  • Spreed
    Customer Experience & Customer Success Manager
    Spreed May 2024 - Present
    Brazil
    Leading a small team and driving customer success by managing viral media services via AI-powered SaaS, focusing on optimizing customer experience and delivering high-impact results.Spearheaded customer management initiatives, improving client onboarding processes and driving key customer success metrics such as CSAT and NPS. Increased NPS by up to 20 points in just 2 months, with continuous improvement. Current CSAT score averages 4.7 out of 5, the highest rating on the platform.Implementing AI solutions in customer support to enhance efficiency and improve the customer experience.Led cross-functional projects involving teams across tech, creative, and customer experience to optimize viral content delivery and ensure customer satisfaction. Implemented data-driven customer insights and innovative solutions that guaranteed with the team a minimum of 3 million views per client.Strategically managed the entire customer journey, from onboarding to account expansion, ensuring high levels of engagement and retention.*Customer-Centric Solutions*Process Optimization*CSAT and NPS Metrics*Churn and Upsell*Customer Journey Implementation*AI-Driven Viral Strategies*SaaS Product Management*AI in Customer Support*Cross-Functional Team Leadership*Stakeholder Relationship Management*Data-Driven Decision Making*Viral Content Optimization*Problem Solving
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  • Cloudkitchens
    Customer Success Manager / Project Manager
    Cloudkitchens Dec 2021 - Feb 2024
    São Paulo, Brazil
    Optimized processes that involved 5 teams, analyzed customer insights such as GMV, total orders and costs and implemented customer-centric solutions. Led customer management projects, improved customer communications, and drove key customer success metrics, including CSAT and NPS. Innovatively created new products for Cloud Kitchens, including event projects, catering services, and consultancy for business owners with mor than 50% of convertion rate from leads to customers and positive ROI, generating incremental revenue for the company at no additional cost. Planned and organized the entire lifecycle of large-scale projects, from planning to delivery, ensuring adherence to deadlines and budgetStrategically managed operations and customer success in the restaurant / dark kitchen sector for over 40 accounts.*Customer Service’s KPIs*Providing customer focused solutions*Improving customer's communications*Customer Service’s KPIs: CSAT and NPS *Customer Journey implementation process*Project management*Product Management*Customer Success*Customer Accounts *Process optimization *Strong verbal communication*Customer Insights*Problem Solving*Customer Support implementation*Marketing Tools for digital products/services*Managing relationships with stakeholders*Intercom
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  • Acqio
    Customer Experience Manager
    Acqio Mar 2021 - Dec 2021
    Led efforts in process optimization, communications enhancement, and seamless onboarding for new clients with my peer for a team with over 15 people.Managed strategic customer experience projects, involving service tools and platforms. Emphasized on achieving and maintaining customer service metrics such as CSAT and NPS.Proactively identified and mitigated project risks, ensuring stakeholders were aligned and prepared to address unforeseen challenges.*Onboarding creation *Customer Insights & Journey *Process and communication optimization *Team Leadership*CX project management*Management and creation of service tools / platforms *Customer Service’s KPIs: CSAT and NPS*Customer Support*Customer Experience*Zendesk*Voice of Customer*Omnichannel strategies*Managing relationships with stakeholders
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  • Callix
    Customer Experience Coordinator
    Callix Oct 2019 - Mar 2021
    São Paulo Area, Brazil
    Coordinated customer experience and onboarding teams with more than 5 people, focused on efficient onboarding, process optimization, and customer-centric solutions. Responsible for achieving and maintaining customer service metrics, including CSAT and NPS.Collaborated with cross-functional teams to map and optimize the customer journey, identifying pain points and improvement opportunities.Led customer-centric design initiatives, collaborating with design teams to create intuitive and engaging solutionsEstablished and monitored customer experience KPIs, providing actionable insights to drive innovation and continuous improvement.*Onboarding *Process optimization *Chatbot*Customer Insights (Saas improvement) *Customer Service’s KPIs*Providing customer focused solutions*Improving customer's communications*CSAT*NPS*Kanban*Freshdesk*Movidesk*Strong verbal communication*Team Leadership
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  • Lar.App
    Operations/Customer Experience Coordinator
    Lar.App Jun 2019 - Sep 2019
    São Paulo Area, Brazil
    Coordinated operations and customer experience teams, including the structuring of customer experience and success areas for real estate sector. Implemented process improvements, focusing on customer service metrics and customer-centric solutions for digital App. Monitored daily operations and enhance processes to maximize efficiency.Developed and implemented an omnichannel strategy to provide a consistent and integrated experience across all customer touchpoints.*Customer Service’s KPIs: CSAT and NPS *Customer Journey *Structuring of the Customer Experience and Customer Success area*Customer Insights (Saas improvement) *Process optimization *Providing customer focused solutions*Digital App*Chatbot*Pipefy*Kanban
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  • Wirecard Brasil
    Customer Experience Consultant
    Wirecard Brasil Jan 2017 - Jul 2019
    São Paulo Area, Brazil
    Strategically consulted on customer experience, identifying and resolving feedback to foster brand loyalty after being a customer support agent for one year and getting promoted to CX Consultant. Analyzed dashboard statistics to identify trends, issues, and drive process improvement. Increased customer loyalty and retention, incorporating metrics such as NPS and customer journey mapping.Implemented a real-time customer feedback program to capture valuable insights and proactively address customer concernsConducted market research and competitive analysis to understand customer needs and expectations, informing customer experience improvement initiatives with product and UX team.*Identify feedback to resolve customer dissatisfaction and promote brand loyalty*providing customer focused solutions*analyze dashboard statistics to identify trends, issues and drive process improvement*increasing Customer Loyalty and Retention for the organization*Customer Support*Customer Engagement*Customer insight*NPS*Customer Journey Map*Experience with customer service metrics*Managing relationships with stakeholders*Zendesk
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  • Edusynch Adaptive Toefl® Prep
    Marketing Assistant
    Edusynch Adaptive Toefl® Prep Aug 2016 - Dec 2016
    São Paulo Area, Brazil
    Adept at both planning and execution, I played a pivotal role in the prospecting of potential clients. This involved leveraging my skills in understanding client needs, thereby contributing to the expansion and growth of the client base.*Planning customer projects dealing with their goals focused on digital results *Planning and digital media monitoring .*Social Media*Analysis and metrics*Branding*Content production*Planning and monitoring*Market Analysis *Prospection of potential clients
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  • Jlt Group
    Sales Intern
    Jlt Group Nov 2015 - Jul 2016
    My responsibilities spanned a spectrum of key activities, including the strategic scheduling and planning of meetings to ensure seamless communication and collaboration.I spearheaded market prospection initiatives, identifying and pursuing opportunities for business growth. A notable aspect of my contribution was the creation and execution of impactful presentations for commercial meetings. Additionally, I led a Six Sigma Project, applying process improvement methodologies to enhance operational efficiency and deliver optimal service quality. *Schedule meetings and plan key meetings*Market Prospection*Creation and execution of key presentations for commercial meetings*Identify critical information and trends *Service proposal *Six Sigma Project
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  • Fanatee
    Customer Experience Intern (Bilingual)
    Fanatee Oct 2014 - Oct 2015
    I actively contributed to the multifaceted aspects of app development, showcasing a versatile skill set. Played a pivotal role in creative content creation, enhancing the user experience and maintaining the app's relevance in a competitive market.Formulated and executed an internationalization strategy for games, facilitating a global user base and broadening the app's cultural appeal.Provided dedicated service and support to users in a foreign language - italian -, demonstrating effective communication skills and ensuring a positive user experience.*Development of the app databases*Content creation *Games internationalization strategy;*Service and support to users in a foreign language*Updating and creating content on social networks*Prospection of potential partnership*Social Media*translation - Italian/portuguese - portuguese/italian*Customer Feedback
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Theodora Toldo Education Details

Frequently Asked Questions about Theodora Toldo

What company does Theodora Toldo work for?

Theodora Toldo works for Spreed

What is Theodora Toldo's role at the current company?

Theodora Toldo's current role is Customer Experience and Customer Success Manager.

What schools did Theodora Toldo attend?

Theodora Toldo attended Escola De Comunicações E Artes (Eca-Usp), Escola Superior De Propaganda E Marketing, Scuola Italiana Eugenio Montale, Lemonade School.

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