Revolutionizing Customer Success through Data-Driven Strategies and Cultural Intelligence
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• Directed a diverse portfolio of clients across Brazil, the USA, and Latin America, ensuring seamless onboarding, ongoing engagement, and optimal utilization of Laser Photonics solutions.
- Delivered exceptional customer experiences by proactively addressing concerns, identifying growth opportunities, and maintaining open communication to ensure customer loyalty and satisfaction.
- Acted as a strategic partner and escalation point for critical client issues, resolving challenges with urgency while minimizing business impact.
Led multi-national client portfolio
Delivered exceptional customer experiences
Resolved critical client issues efficiently
• Manage and resolve POS Symphony's customer issues, a software developed for clients in the Food & Beverage and Hospitality industry located in Brazil and US.
- Provided live support to customers that had issues with the POS Symphony.
- Log and manage support requests in the appropriate systems and ensure that the appropriate internal and customer follow-up is performed within the published or agreed timelines.
Resolved customer issues for POS Symphony software
Provided effective live support
Managed support requests within agreed timelines
• Developed and implemented strategic marketing plans for product launches.
- Conducted market research to identify consumer trends and competitor strategies, informing product development and marketing strategies.
- Collaborated with cross-functional teams to execute integrated marketing campaigns across digital and traditional channels.
- Analyzed sales data and customer feedback to optimize product positioning and pricing strategies.
Developed strategic marketing plans
Conducted market research for product development
Executed integrated marketing campaigns
Optimized product positioning using data analysis
• Managed production processes, ensuring adherence to agreed-upon budgets and client expectations.
- Assisted customer service departments with inquiries related to refunds, pricing, returns, and chargebacks to ensure swift and accurate resolutions.
- Developed a system template to streamline the refund process, enhancing efficiency within the department.
Managed production processes within budget
Assisted with customer service inquiries
Developed system template to streamline refund process
• Managed customer portfolios in Brazil, the USA, and Latin America, ensuring client satisfaction and maintaining strong relationships while focusing on improving ROI.
- Maintained high levels of customer satisfaction by proactively managing customer relationships and addressing their needs effectively.
- Served as an escalation point for customer-impacting business-critical issues, ensuring timely and effective resolution.
- Accountable for key contact center performance metrics, maintaining an average quality performance score of 96%.
Managed international customer portfolios
Maintained high customer satisfaction levels
Resolved business-critical issues
Achieved 96% quality performance score
• Led Customer Success Initiatives: Spearheaded strategic initiatives to enhance customer success and satisfaction.
- Developed Personalized Success Plans: Created and implemented tailored success plans for each client to ensure the achievement of their business objectives.
- Primary Client Liaison: Served as the main point of contact for clients, efficiently addressing inquiries, resolving issues, and providing continuous support.
- Collaborated for Revenue Growth: Worked closely with sales and product teams to identify and capitalize on upsell and cross-sell opportunities, contributing to overall revenue growth.
Led customer success initiatives
Developed personalized success plans
Served as primary client liaison
Collaborated with teams to drive revenue growth
Whether you're looking for a Customer Success leader or want to discuss how I can help your business improve customer retention and satisfaction, I'd love to hear from you.