Veronica Kim Email & Phone Number

São Paulo, Sp, Br

• Customer experience development in Samsung's end-to-end digital products• Ensure platforms' operation and product launches setup• Usability and design enhancements with focus on conversion rate optimization

• Plan and conduct end to end user research (strategize, plan, recruit, facilitate, analyze & present) by adapting research methods to meet product needs and deeply understand customers;• Summarize research findings, insights and actionable recommendations to advise business decisions through storytelling via presentations, reports, workshops and other methods that best convey the information to stakeholders;• Collaborate with designers, product managers, data scientists, marketing and operations managers to ensure my research studies provide a holistic view of our users.

São Paulo, Brazil

• Manage the operational rollout of processes, product, workflow and policy changes that impact the support team • Lead and develop high performing teams who will support users in different touchpoints in the customers' journey• Work cross-functionally with supporting teams and other areas to ensure teams are delivering exceptional customer experience and meeting service level requirements• Set up, monitor KPIs and seek for continuous process improvement• Identify opportunities and create solutions to support exponential growth in customer service• Provide feedback and help to improve processes and policies to optimize for better customer experience• Identify opportunities to improve our product, services and communication and collaboration with other areas such as Sales, Operations, Engineering, Safety.

São Paulo Area, Brazil

• Led the CX strategy & maturity project from the implementation of the CRM software (Zendesk) to the creation of the contact reason and tags system in order to identify and address opportunities at touchpoint level to Product & Design; • Brought customer centric initiatives to share the voice of the user to all business areas by providing relevant insights and drive continuous improvement. To know more details, find my Medium article here; • Supported the NPS survey implementation and worked closely on the feedback loop strategy, helping to achieve the outstanding score of 95;• Built the Quality Assurance & Development program with standardized and periodic auditing procedures, data intelligence for performance tracking, feedbacks and training agenda;• People development and team management.

São Paulo E Região, Brasil

• Provided exceptional customer service through active and inbound channels (live chat, email and phone);• Mapped bottlenecks, bugs and operational opportunities and created solutions for more agile and scalable processes.

• Improved premium store’s profile quality in the onboarding and after-sales procedures; • Provided support to the sales force through periodic performance evaluation and compensation plan results;• Generated data reports and dashboards to track performance and identify areas of opportunity

• Built and maintained strong relationship with customer by conducting sales meetings and store visits in C&C segment;• Developed business plans to achieve sales goals and managed promotion strategy, pricing, shelving, merchandising and key products introduction to ensure proper execution at all stores level.

Worked cross functionally with marketing and sales to develop commercial initiatives and tools in order to increase the distribution of P&G products through indirect channels across the country.

Shopping Pátio Higienópolis

Bachelor Of Arts (B.A.), Business/Commerce, General

Activities and Societies: AIESEC (2012), Atletismo (2012), Associação Atlética Acadêmica Visconde de Cairu (2013)

Formação Em Ux Design, Design

International Business, Management, Global Marketing, Project Management