Vitor Pedro Email & Phone Number

São Bernardo Do Campo, SP, BR

AIECS é uma associação civil sem fins lucrativos que promove o desenvolvimento das melhores práticas de Customer Experience, Customer Success, Customer Centricity, Customer Service e Call Center no Brasil. Como membro voluntário, contribuo para fomentar e fortalecer o ecossistema empresarial, apoiando o compartilhamento de conhecimento e a aplicação de.

São Paulo, Brasil

São Paulo, Brasil

In charge of the NPS System research process and methodology at Smiles, I conduct a comprehensive analysis of data, including internal data for cross-referencing with the NPS. I generate insights, oversee the inner loop, huddle, and outer loop, and manage their presentations. I maintain active interaction with various departments, integrating data with the.

Brasil

• I have a solid experience in the Customer Experience (CX) processes at XP Investimentos, allowing me to guide and enhance CX strategies for various investment advisory firms.
• Experato Investimentos (https://www.linkedin.com/company/experato/): Conducted qualitative and quantitative churn analysis using methodologies such as Six Sigma, Ishikawa diagram, Pareto analysis, 5W2H, and others..
• Quaestor Investimentos (https://www.linkedin.com/company/quaestorinvestimentos/): Hired a person responsible for the CX area. Managed onboarding, ongoing processes, NPS (inner loop and outer loop), Medallia system.
• A7 Capital (https://www.linkedin.com/company/a7comvc/): Assisted in a high-touch strategy, contributing to onboarding, NPS (inner loop and outer loop), and Medallia system management.
• SMU Investimentos (https://www.linkedin.com/company/smuinvestimentos/): Conducted persona mapping, customer journey (onboarding, ongoing, and expansion), base segmentation, service model, NPS survey analysis, Pareto.

São Paulo, Brasil

Basement is a SaaS startup that assists private companies in managing their cap table (shareholder roster), stock option programs, and digital corporate books. I am responsible for leading the Customer Success Management (CSM) team, focusing on delivering success and the best experience to clients. My responsibilities cover the entire customer journey.

São Paulo, Brasil

Responsible for structuring, automating, and developing strategies related to the customer journey, with the goal of increasing retention, upgrades, renewals, and decreasing return rates. - In charge of key performance indicators: Onboarding, returns, cancellations, upgrades, and subscriber base. - Data analysis for organization, monitoring, strategy.

São Paulo, Brasil

Structuring CS, CX, and promoting a customer-centric culture.Development and operationalization of the Onboarding playbook.Creation and operationalization of the NPS playbook (closing the loop - Inner loop).Development and operationalization of the CRM loop.Creation of the 1:Many strategy and its operationalization.Monitoring the team's daily performance.

São Paulo, Brasil

São Paulo, São Paulo

Atuei como Customer Success Leader, liderando uma equipe de Customer Success para grandes redes hoteleiras como Rede Accor e Palácio Tangará. Fui responsável por gestão de carteira de clientes, retenção e engajamento, utilizando análises de performance e KPI no Power BI. Conduzi treinamentos, monitoramento de Health Score, cross-sell/upsell, e implementei.

Responsável pelo relacionamento e gerenciamento da carteira de cliente. Gerenciava e prospectava novas oportunidades dentro da carteira. Conduzia negociações e auxiliava em toda jornada (pós vendas, financeiro, logístico, produto, entre outros). Conduzia um trabalho estratégico voltado aos clientes inativos (clientes cadastrados no sistema porém sem.

Graduação, Information Technology

Master Of Business Administration - Mba, Customer Experience | Cx