Customer Experience Team Lead - Key Accounts Segment
CurrentI took on the challenge of assisting in the reconstruction of the Key Accounts Client Relationship team.- Restructured the customer service and portfolio management processes, collaborating with the Metrics, Planning, Product, and Management teams.- Achieved a 15 percentage point increase in efficiency indicators and a 34% reduction in simultaneous demands.- Implemented projects for the client portfolio using agile methodologies such as Scrum and Kanban, ensuring improved efficiency and the elimination of out-of-scope demands.- Conducted teambuilding workshops based on the Team Canvas methodology, which strengthened team cohesion, ensured alignment on guidelines, clear communication, and effective project execution.- Addressed team challenges, leading to significant improvements in engagement with climate surveys and the team’s perception of the work journey.
