Willians Oliveira Santana Email and Phone Number

-Responsible for the customer journey (Onboarding, Ongoing, and client projects);-Conduct onboarding for new clients (platform overview for specialists);-Monitor internal demands to ensure optimal execution and adherence to deadlines;-Manage the client portfolio by proposing success strategies, upsell, and cross-sell opportunities;-Maintain an updated, open, active, and transparent communication channel;-Ensure client expectations are met while safeguarding The Members’ interests, focusing on strengthening the Client-Company relationship;-Collect, monitor, and analyze client information, results, and KPIs with the area manager;-Manage client projects by controlling and documenting "step by step" with timelines, setting deadlines, and ensuring mutual agreement fulfillment;- Anticipate potential contract breaches.Skills: Data Analysis · Customer Relationship Management (CRM) · Key Performance Indicators · Account Management · Business-to-Business (B2B)

Handling tickets through Zendesk, support for B2B and B2C clients using our systems, process automation with BPM flow creation, fraud analysis.

I work in the Field Service department, handling tickets according to SLAs, analyzing and solving issues related to software and hardware of employees' equipment. This includes formatting machines, correcting tools such as VPN, SAP, Office, and other Windows utilities. I am responsible for creating processes with the service desk and managing the ticket queue.