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 metodologias voltadas para a excelência na experiência do cliente.

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 Customer Experience (CX) culture, consistently seeking opportunities, and monitoring action plans.

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. Developed a project focused on Employee Experience (EX) using the Pulses platform (research, hiring, parameterization, and monitoring). Managed onboarding, relationship strategies, communication strategies in collaboration with marketing, among others. Presented at all branches (Santa Catarina and Rio Grande do Sul).• 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 management, 1:many strategy, campaigns, CRM, gamification, and other strategies, with a focus on engaging investment advisors.• 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 diagram, Ishikawa, and other strategies.

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: Onboarding, Adoption, Engagement, Expansion, Renewal, and Cancellation.I have led the restructuring of internal processes to ensure the operational and strategic effectiveness of CSMs. Additionally, I've overseen the development of the CS area, monitored results to ensure the execution of the strategy, provided empathetic and constructive guidance for continuous improvement. I've mapped and monitored activities, gaps, and processes within the CS area, proposing optimizations.My role involves managing the entire customer journey proactively, acting as the focal point for the department, conducting internal benchmarks, and maintaining effective communication with other areas of the company. I have also studied and implemented the NPS survey. Basement serves over 200 clients, including fintech Cora, RD Station, SmartFit, Banco Modal, Mercado Bitcoin, V4 Company, Eu Reciclo, Oakberry, among others.

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 development, and action planning. - Monitoring and stratification of customer base movement (+100,000 subscribers). - Utilization of methodologies such as Ishikawa Diagram to identify possible root causes; DMAIC for definition, measurement, analysis, improvement, and goal-setting; Pareto Principle for prioritization, among others (Falconi and Six Sigma). - Customer Research and Insights.

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, with NPS metrics.Management of the customer experience platform (Medallia): Response Rate, Abandonment Rate, Survey Click Rate, among others. Customer Experience Management.Handling Leads (referrals) forwarded by the Medallia CXM platform.Training on the Medallia platform.Initiating actions focused on enhancing customer experience.Building relationships with stakeholders, including product teams, developers, and sales teams.Drafting the job description for CS and CX.Developing and implementing the customer delight strategy.Creation of the community strategy (Telegram).Assistance in developing Employee Experience strategies (initial steps).Training for investment advisors on NPS, Inner Loop and Outer Loop, CX, CS, customer-centric culture, among other topics.Daily monitoring of the Inner Loop closure.Creation of the NPS Continuous Improvement playbook (Outer Loop) and its operationalization.Monitoring Text Analytics (Sentiment Analysis) in Medallia.Benchmarking with other departments and external companies.Implementing improvements, automations, and gamification.Weekly presentation of results in the morning call (Onboarding, NPS, among other indicators).Development of the Business Plan for Customer Experience (Delight and gamification).Proposing new insights to optimize and enhance the customer experience.We were awarded the XP Investimentos Excellence in NPS Seal in 2020.Our NPS organically increased in service quality from 79 to 86.

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 melhores práticas de Onboarding e Account Planning. Também foquei no aumento da satisfação e experiência dos clientes, elaborando relatórios e estratégias de expansão e desenvolvimento de contas.

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 compra), onde o objetivo era entender o real motivo deles não cobrarem mais e criar um plano de ação para fazê-los retornar.Visitava-os quando necessário e participava sempre de treinamentos e palestras.Gestão da carteira de clientes; | Relacionamento | Suporte | Negociação | Vendas | Prospecção e captação de novos clientes | Reativação de clientes inativos | Pós Vendas | Acompanhamento de pedidos | Manutenção e acompanhamento da carteira | Marketing