Vanessa Lima Email & Phone Number

São Paulo, SP, BR

São Paulo, São Paulo, Brasil

• DeÔnibus is the marketplace with the biggest catalog of road tickets in Brazil.In addition to serving the B2C audience, it also provides its structure and expertise to other companies in the sector through a dedicated.
• Created FAQs and Help Centers for multi-brand operations, along with a dedicated FAQ for B2B, achieving an absorption rate of over 85% of customer inquiries, significantly reducing the need for human assistance.
• Developed a communication framework aligned with the brand's Tone of Voice, covering instructional materials such as Help Centers, response macros, intranet content, and announcements.
• Applied Plain Language and Accessibility guidelines to internal and external content, ensuring clarity and inclusivity.
• Produced reference materials (texts, manuals, and videos) to support the team in their daily activities.Design, structuring, and maintenance of flows and processes
• Established a Quality team within operations, formalizing workflows and processes to ensure efficiency and standardization.

São Paulo, Brazil

• B2C Customer Service;
• Follow-up;
• Customer Success;
• Application of CS and CX methodologies and insights;
• Conflict management;
• Management of indicators;

São Paulo, Brazil

• Reactive B2C customer support through different service channels;
• Mapping, creation, and optimization of flows and internal processes;
• Development of a communication plan for the FAQ/Customer Help Center and other instructional content.

São Paulo, Brazil

• IDEA9 is an EDTECH of professional improvement courses for employees and companies. It works with a focus on the learning experience to enhance teaching.At IDEA9, my main activities were:
• B2C customer service;
• Creation of the company's communication plan;
• Creating engagement strategies for students;
• Monitoring student participation and satisfaction;
• Production of educational development plans;

São Paulo, Brazil

• The Grupo Ideal Trends comprises Digital Marketing companies focused on organic positioning (Search Engine Optimization) for search engines like Google, Bing, Yahoo, etc.As Onboarding Analyst, my main activities were:
• Delivery of dozens of projects ranked on the first pages of Google and other search engines;
• Collaboration with the commercial area to guarantee customer expectations;
• Application of CS and CX strategies for B2B customers;
• Crisis management and churn reduction;
• Identification and creation of new business opportunities (Upsell and Cross-sell);

São Paulo, Brazil

• Website development for regionalized organic positioning;
• SEO parameterization for digital content;
• Search, analysis, and selection of keywords with high conversion;
• Writing of commercial content;
• Project performance management and Key Performance Indicators.

São Paulo, Brazil

• Writing digital marketing content;
• Copywriting;
• SEO content;
• Link building;
• Strategies for generating online traffic;
• Keyword research.

São Paulo, Brazil

• Itaú Unibanco is the largest private bank in Brazil and the most valuable in Latin America. Serves 20 other countries around the world.At Itaú Unibanco, I had my first formal job opportunity as part of the Incentive.
• Execution of administrative tasks;
• Planning and support for internal marketing events;
• Assistance in the internal communication of the team and publicity materials for Incentive events;
• Participation in award and recognition events;
• Inventory management of reward and recognition items.

Mba In Communication And Marketing, Communication And Media Studies

In this course I was able to deepen my knowledge in Communication, Storytelling, Social Media Management, Marketing, Branding, Brand.

Bachelor Of Journalism, Communication And Journalism

Activities and Societies: Conducting TCC with deepening on the reality, challenges and impacts of Volunteer Work in society.I was able to.