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❯ Strategic use of communication to build customer loyalty and delight, aligning storytelling, brand voice, and instructional communication with client needs.❯ Development of communication workflows and support materials that boosted customer satisfaction and engagement.❯ Active collaboration in earning the RA1000 seal on ReclameAQUI, solidifying the company’s reputation as a leader in Customer Experience.❯ Fostered fluid and productive cross-department dynamics to align organizational communication with CX goals.❯ Spearheaded the structuring of Help Centers, achieving over 85% issue resolution through self-service, significantly reducing human support demands and optimizing operational processes.❯ Led the creation and implementation of a strategic Quality and Continuous Improvement initiative, including a monitoring program to develop team skills and enhance communication with the target audience.❯ Over 9 years of experience in projects focused on customer satisfaction (B2B and B2C), directly managing team training and development to ensure a positive customer experience.❯ Expertise in training, onboarding, and team enablement, aligning staff with company values and driving high operational performance.❯ Leveraged metrics like NPS, CSAT, and VoC to guide team development and implement data-driven improvements.❯ Proficient in designing and maintaining workflows and processes that ensure efficiency and standardization in service delivery, fostering a consistent customer experience.❯ Experienced in developing continuous improvement methods and utilizing tools to integrate solutions into operational strategies.❯ Managed projects involving automation and the integration of digital tools like Zendesk and NeoAssist to enhance internal workflows and customer experience.Skills:Organization, time management, and teamwork.Team training and development.Problem-solving, conflict management, and continuous improvement.Expertise:Customer Experience (CX) and User Experience (UX).Performance metrics: NPS, CSAT, and VoC.Onboarding strategies, customer support, and automation.Branding, storytelling, process design, and user insights.Tools:Office Suite, Google Workspace, Zendesk, NeoAssist.Trello, Notion, Miro, Hollaspirit, Qulture Rocks.Pipedrive, SenseData, Canva, Mindmeister, Slack.📧 vanessa.limalds95@gmail.com
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Senior Quality AnalystDeônibusSão Paulo, Sp, Br
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Quality AnalystDeônibus Jan 2022 - PresentSão Paulo, São Paulo, BrasilDeÔnibus 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 B2B front.In this opportunity, I work with:Content communication and management• 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.• Developed and monitored new workflows and processes, focusing on continuous improvements and optimizations.• Facilitated the implementation of new projects and product features, minimizing negative impacts on the customer experience.Onboarding, training, development, and team monitoring• Designed and executed Onboarding programs to effectively integrate new team members, ensuring a smooth adaptation process.• Conducted periodic refresher training sessions to reinforce best practices and update the team on new processes and guidelines.• Developed the team using CX, UX, and Customer Insights metrics, enhancing performance and delivering a differentiated customer experience.• Designed and implemented Quality Monitoring projects for customer service operations, fostering continuous development across the team.
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Customer Support AnalystDeônibus | Brasil By Bus Mar 2020 - Jan 2022São Paulo, Brazil• B2C Customer Service;• Follow-up;• Customer Success;• Application of CS and CX methodologies and insights;• Conflict management;• Management of indicators;• Team management;• Project management;• Creation of processes for Customer Service;• Training of new people and team development;• Actions to optimize CSAT and other Customer Experience KPIs;• Service redesign to reduce first response time and customer effort to resolve tickets.
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Junior Customer Support AnalystDeônibus | Brasil By Bus Dec 2018 - Feb 2020São 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.
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Commercial AnalystIdea9 - Learning Experience Oct 2018 - Dec 2018São Paulo, BrazilIDEA9 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;• Key Performance Indicators analysis. -
Onboarding AnalystGrupo Ideal Trends Apr 2017 - Jun 2018São Paulo, BrazilThe 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); • Project schedule management; • Team productivity management; • Application of training for customers on the results monitoring platform. -
CopywriterGrupo Ideal Trends May 2015 - Mar 2017São 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.
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Journalism InternGrupo Ideal Trends Jan 2015 - Apr 2015São Paulo, Brazil• Writing digital marketing content; • Copywriting;• SEO content;• Link building; • Strategies for generating online traffic; • Keyword research.
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Administrative TraineeItaú Unibanco Jul 2013 - Oct 2014São Paulo, BrazilItaú 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 Campaigns area for service providers at the bank.At Itaú, my main activities were:• 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.
Vanessa Lima Education Details
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Communication And Media Studies -
Communication And Journalism
Frequently Asked Questions about Vanessa Lima
What company does Vanessa Lima work for?
Vanessa Lima works for Deônibus
What is Vanessa Lima's role at the current company?
Vanessa Lima's current role is Senior Quality Analyst.
What is Vanessa Lima's email address?
Vanessa Lima's email address is va****@****bus.com
What schools did Vanessa Lima attend?
Vanessa Lima attended Descomplica, Universidade Paulista.
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1softtek.com -
Vanessa Lima
Hr Director | Headhunter | Executive Recruiter | Hr | Talent Acquisition | Career | Executive Coach | TechnologyBelo Horizonte, Mg3gmail.com, bol.com.br, coachfederation.org2 +553199XXXXXXX
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Vanessa Lima
Empreendedora | Estrategista De Marcas| Personal Branding | Host Do Podcast Na RealRio De Janeiro, Rj -
Vanessa Lima
Hrbp | Organizational Psychology | People Management | Employee Experience | People And Management | Organizational Development | Labor Relations | Human ResourcesSão Paulo, Sp
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