Thereza Christina Furtado Miranda Email & Phone Number

São Paulo, Brazil

São Paulo, Brasil

- Manage corporate projects related to B2B (real estate agencies and brokers) and B2C client services, focusing on unifying processes and platforms to ensure operational standardization and efficiency. - Drive cross-selling among Loft Mais Negócios products to increase contract conversion and prioritize strategic accounts.- Serve as the focal point for orchestrating CX initiatives within the Shared Services Center (CSC), related to connecting processes, data, systems, and technologies like generative AI in an agile, seamless, and organized manner, promoting autonomy and continuous improvement.- Define variables, business rules, requirements, and prioritization agreements for the effectiveness of initiatives in partnership with Product, CRM, Growth, Tech and Security, Operations, and CX teams. -- Ensure alignment with OKRs, P&L, success metrics, time-to-market, among others.- Develop relationships with market partners and suppliers, providing value and expertise in selecting and contracting the most suitable automation and/or optimization solutions to expand reach and scale across different business lines.- Collaborate closely with stakeholders, facilitating the establishment of flows that consider technical interdependencies, and provide senior leadership with visibility on critical and relevant project agenda topics.Conduct deep dives and discuss alternatives to solve complex user journey problems, seeking short- and long-term solutions to reduce complexity and improve team integration with the evolution of channel performance and CRM management.- Lead meetings and alignments with business areas, ensuring compliance with scope, assumptions, constraints, and risks, in order to plan tasks, resources, team, costs, timelines, and quality of initiatives.

São Paulo, Brasil

- Developed relationships with stakeholders to foster partnerships, negotiate opportunities, and manage projects (Zendesk, VTEX, CI&T, Quality Digital, Aktion Now, VTEX, Zxperience, and AeC);- Designed interaction processes across channels (chat, voice, email, and WhatsApp), including escalation flows and SLA policies between industries and BPOs;- Created and implemented the CX training journey, covering onboarding content, knowledge base, tone of voice, refreshers, and gamification, facilitating B2B and BPO relations;- Defined and adopted audit and quality methodologies to monitor the effectiveness and accuracy of self-service channels and human support, including user feedback calibration and root cause analysis of issues;- Governed metrics and key performance indicators such as contact rate, volume by channel, wait times, first contact resolution times, overall resolution times, service levels, customer satisfaction (CSAT) scores, retention rates, effort, re-contact rates, NPS, and the percentage of escalations to back-office;- Discussed and analyzed customer engagement levels in service channels, creating action plans and continuous improvement initiatives with Process, Channels, and Content teams;- Interfaced with Product, Growth, Design, UX, and Tech squads, collaborating closely on story creation, backlog prioritization discussions, testing new features, and incorporating user feedback into rollouts;- Managed the area's budget control, contract management, and governance of vendors in collaboration with the Procurement and Legal departments;- Oversaw headcount management and workforce planning with the Planning department, including demand forecasting, trend analysis, and capacity planning;- Managed backlog and requests with Zendesk partners (instance governance, user permissions, creation and editing of triggers, automations, macros, fields, forms, and processes).

São Paulo, Brasil

- Developed a customer-centric culture, ensuring that both internal and external teams' alignment and performance adhered to the strategic vision;- Managed direct and indirect staff, overseeing the P&L of Operations and Post-Sales departments with revenue, profitability, and margin targets for products (paper currency, prepaid cards, remittances, travel insurance, international SIM cards, and shipment of packages and documents);- Built relationships with stakeholders to foster partnerships, negotiate opportunities, and manage projects (Mastercard, Moneygram, DHL Express, Allianz Seguros, Marlim.co Pagamentos, TIM, Hiplataform, and Proa.Ai Tecnologia);- Led the performance management of customer service channels (chatbot, human chat, voice, email, and WhatsApp) and all key KPIs (FCR, TMR, TMPR, CSAT, service levels, back-office resolution rate, among others);- Implemented plans for acquiring new clients (corporate, individual, and correspondents), providing tactical support in pricing, spread, discounts, and negotiations with Treasury to increase revenue;- Served as a strategic focal point in processes involving business areas such as Registration, Back Office, AML, Middle Office, Treasury, Logistics, and Compliance, ensuring service levels and risk mitigation;- Mapped processes (AS IS and TO BE) from lead qualification, registration activation, and building the customer journey through stages of interest, onboarding, KYC, usage, relationship, and loyalty, focusing on resolving friction points;- Managed customer experience with active participation in Product squads, including recommending new features, feasibility discussions, prioritization, testing for improvement implementation, tagging user feedback, acceptance testing, and more;- Acted as a strategic CX leader in crisis management, defining plans for optimizing incoming inquiries, redirecting priorities, conducting mass communications to customers, and performing root cause analysis.

São Paulo, Brasil

- Managed staff, processes, and customer relationship indicators across inbound channels (Contact Us, Email, Voice), social media (Instagram, Facebook, Play Store, Apple Store), and critical channels (Procon, Reclame Aqui, Consumidor.Gov);- Managed relationships with stakeholders to foster partnerships, negotiate opportunities, and oversee projects (Avaya, Intelipost, Hiplatform, AeC, VTEX, among others);- Led the CX operational efficiency pilot project, including building a business case, evaluating vendor strategies, and conducting proof of concept for new solutions (FAQ, WhatsApp, Chatbot), aligned with the headquarters in Spain;- Coordinated process mapping (AS IS) and defined the migration scenario to BPOs, responsible for transitioning operations to outsourced partners;- Participated in the automation project for order tracking to enhance customer experience by integrating it with support platforms, resulting in significant savings and an NPS increase;- Managed CX project governance from budgeting, scheduling, and follow-up with focal points to interaction with senior leadership for reporting and decision-making;- Participated in the Voice of the Customer Program, actively contributing to the monthly committee to generate customer and business insights, proposing consumer feedback discussions, and developing multipliers and ambassadors;- Strategic focal point for continuous improvement with business areas impacting customer experience such as Marketing, Content, CRM, Commercial, Categories, Production, S&OP, Quality, Logistics, IT, Help Desk, and the entire ecosystem to ensure better service levels and risk mitigation.

São Paulo, Brasil

- Managed various squads and initiatives during the expansion phase of 99 in Brazil, overseeing support channels for both Drivers and Passengers, with executive exposure to founders and interaction with global teams after the Didi Chuxing acquisition;- Translated customer experience strategies into short- and medium-term initiatives with tactical and operational guidance to achieve business goals;- Conducted daily alignment sessions as a facilitator, coach, and mentor for team members and stakeholders;- Created presentations to report CX metrics and indicators to senior leadership, conducted regular studies combining qualitative user insights across various channels and journey stages, tested hypotheses, shared findings to accelerate business decisions, and implemented new product features.Coordinated the tactical and operational implementation of the first-level Safety support channels (Emergency & Critical Incident Center), integrating benchmarking data from other countries to communicate strategic KPIs and scale area effectiveness;- Served as a spokesperson for the strategic vision to the relationship teams, focusing on NPS performance in Social Media operations (Instagram, Facebook, Play Store, Apple Store) and Critical Channels (Procon, Reclame Aqui, Consumidor.Gov) to improve business processes, increase engagement in campaigns, and ensure platform policy adherence;- Coordinated back-office teams for Anti-fraud with dispute and chargeback flow management through a plan that connected various variables: competitive intelligence, CX performance evaluation, value proposition, budgeting, OKRs, structural initiatives, and resource allocation;- Member of the Voice of the Customer committee, consolidating customer feedback with business needs, translating them into strategic recommendations for senior leadership.

São Paulo, Brasil

- Direct management of the portfolio for the six largest clients and their revenues (TIM, Vivo, GRSA, Cyrela, Itaú, and Magazine Luiza) with an exclusive multifunctional team comprising Pre-Sales, Onboarding, Support, Account Executives, and Customer Success Managers, responsible for upsell and cross-sell opportunities, contract needs, billing, and contracted services;- Responsible for establishing the Customer Success (CS) department to proactively and predictively manage all stages of the customer journey, introducing metrics for decision-making, proposing process automation, structuring teams, defining the operating model, and setting roles and responsibilities;- Led the customer mapping scope within end-to-end processes of NPS, CSAT surveys, and closed-loop feedback (Inner and Outer) to achieve retention goals, integrate, and expand the portfolio;- Reviewed the onboarding process to accelerate implementation, reduce friction, and enhance support and communication with users by ensuring maximum proactivity and urgency, in close collaboration with CRM, Marketing, and Customer Service teams;- Served as the focal point in discussions on the technical feasibility of product features with Tech and UX teams, refining product backlog priorities based on data, scalability, and business impact;- Provided support to the team in understanding scenarios and synthesizing alternatives that lead to effective planning, estimation, and resource allocation, training them to balance agile best practices;- Coached the team on the core scope, ensuring clear client objectives, tracking progress, presenting achieved results, maintaining up-to-date activities, monitoring and increasing engagement scores, improving usage metrics, keeping clients informed of updates and changes, identifying at-risk contexts (reducing and controlling churn), and implementing reversal strategies.

São Paulo, Brasil

- First member of the department and responsible for building a team of 12 members distributed across market segments and seniority levels, with OKRs and pipeline conversion targets;- Researched and implemented commercial methodologies such as Challenger, Command of the Message, and consultative selling cycles for the sales team segmented into Banks, Retail, Telecom, Construction, Accounting, and Industries;- Developed relationships with industry associations to foster partnerships and strategic connections (FEBRABAN, AMBIMA, ABECS, SBVC, IBEVAR, among others);- Managed and executed personalized communication and engagement campaigns and programs to generate new opportunities within mapped accounts, including creating segmented lists, defining content, and organizing events with C-Level executives;- Prepared and conducted weekly, biweekly, and monthly results presentations with partner teams, senior leadership, and the CEO to monitor key KPIs crucial for achieving the objectives of the account prospecting program;- Orchestrated and tracked actions with Sales leadership to maintain pipeline momentum and actively monitor the opportunity funnel for mapped accounts;- Supported the sales team in crafting approaches, developing playbooks, training, and providing support materials to accelerate sales cycles, including customizing strategies based on the specific challenges faced by the sales team;- Interfaced with Content, Design, and Product teams on strategic projects for local exposure and C-Level engagement;- Created marketing objectives and goals to accelerate new demands and existing opportunities, reporting to senior leadership;- Led the opening of new segments and marketing initiatives to monetize the existing customer base, engaging in strategic discussions with senior leadership and co-founders;- Developed the team in various competencies, serving as a mentor and facilitator to enhance performance and achievement.

São Paulo, Brasil

- Worked in the Consumer Credit Unit, focusing on partnerships with Fininvest, Hipercard, LuizaCred, Marisa Cards, and Itaucard Retail, serving as the primary liaison between the Business area and the Marketing, Events, and CRM teams;- Provided support to physical stores nationwide, clarifying questions regarding merchandising kits (usage, scheduling, replenishment, feedback collection, and demand management);- Responsible for the biweekly newsletter to the BU’s senior leadership, enhancing communication on the main initiatives of the department, measuring impacts, and recognizing regional achievements;- Mapped employee engagement in physical stores with campaigns, interfacing with leadership to develop action plans at the speed of retail and boost sales results;- Managed budgets for the production of promotional items and support materials for regional recognition programs, providing operational support to the Marketing teams.

São Paulo, Brasil

- Managed a portfolio of corporate clients in the São Paulo - Interior region, with targets for Receivables Financing products;- Negotiated rates for products such as Confirming, Checks, POS, and Invoice Discounting, identifying revenue generation opportunities aligned with Treasury;- Assessed and proposed pricing strategies that accounted for market conditions and funding, negotiating directly with clients on long-term products;- Managed the sales funnel, prospecting strategies, developed objection handling techniques, and monitored post-sales operations;- Self-managed the pipeline of opportunities, qualified new leads, and maintained relationships with key clients in the portfolio, staying attentive to competitor movements and sales conversion.

São Paulo, Brasil

- Worked as an outsourced employee allocated at the Comgás physical store;- Handled issues related to gas usage and provided customer support for various requests such as disconnection, reconnection, reissuing invoices, leak reports, account updates, ownership transfers, bill installment plans, among others;- Conducted detailed analyses of consumption history to offer guidance on customer inquiries and, if necessary, initiated requests for invoice review;- Opened tickets to address bugs and system inconsistencies;- Adopted an ownership mindset for tickets under your responsibility, ensuring end-to-end execution in accordance with support operation guidelines;- Provided leadership with insights on improving customer service processes and workflows.

São Paulo, Brasil

- Assisted Recruiters and Talent Attraction Managers by providing classroom support with materials for group activities, distributing application forms, and addressing candidates' questions;- Provided guidance to candidates at workstations where they searched for job openings and applied for internship opportunities;- Managed rescheduling and adjustments to recruiters' calendars and oversaw the occupancy of various rooms used for simultaneous selection processes;- Executed effective time management to ensure the delivery of SLAs agreed upon with leadership regarding the grading of spelling and logic tests;- Offered candidates support regarding feedback on selection stages and estimated timelines for the completion of recruitment processes.

Executive Extension, Customer Experience Management

Mba, Marketing Management

Executive Extension, Competitive Intelligence

Executive Program, People Management And Leadership

Bachelor, Communication Social