Customer Experience Manager

• Aug 2023 - Present

Customer Education Manager

• Dec 2021 - Aug 2023

VanHack is a Canadian platform trusted by over 1000 companies worldwide and +400k tech talents, helping companies hire global tech talent for remote work or relocation.• Led a redesign project for the paid academy, employing design thinking processes, customer research (interviews, customer feedback, Net Promoter Score - NPS results, and over 2k answers gathered in a customer survey), market research, customer journey and persona development. As a result, the business brand and service strategy were redefined to improve and create a seamless customer experience.• Developed a comprehensive B2C customer education structure called Learning Hub, defining the strategy and the platform features for the built-in LMS. Consolidated a centralized knowledge base, providing a comprehensive resource for the +400k global candidates.• Worked cross-functionally with trainers, content experts and editors to develop and update training materials, designing three new self-paced courses to guide customers through their journey while assisting in releasing four new online courses offered in the paid program.• Manage a multifunctional team consisting of a profile expert and instructors for instructor-led training programs.• Produced the annual online conference VanHackCon, attracting 3K online attendees in a 2-day event featuring 10 sessions with industry experts and facilitating networking opportunities.• Structured and implemented a scholarship program, defining business rules, selection process, and key performance indicators (KPIs), resulting in the selection of 30 grantees for the paid program. Show less

Community Manager, Academy

• Jun 2020 - Dec 2021

• Oversaw the customer journey, gathering customer feedback from over 100 clients during interviews, identifying pain points, and implementing strategies to improve the overall customer journey and business development ideas. These insights from customer interactions contributed led to a service redesign project.• Owned and analyzed academy business KPIs, proposing strategies to support decision-making. Implemented payment and refund policies that reduced revenue loss on refunds by 53% within one year.• Collaborated with B2C marketing in planning and executing strategies for blog articles, newsletters, videos, podcasts, and virtual events, resulting in increased sales (surpassing sales goals in the biggest annual campaigns) and user retention. • Improved LTV by 9% and decreased churn by 11% in 2021 compared to the previous year by implementing a new onboarding strategy, individual learning coaching, community communication, and a structured online classes curriculum.• Organized and facilitated over 30 online events, including webinars, training sessions, and career coach meetings, to engage the community, foster success, and attract new customers to the paid program. Show less

Co-founder

• Mar 2016 - Aug 2020

Dazideia was an innovation catalyst community that aimed to boost local startup success through events, content, and strategic partnerships — discontinued due to the pandemic. Key Accomplishments: • Co-created the meetup concept, methodology, experience, and business strategies. Expanded the community to over 30 cities and 2 countries, with a network of +30 local organizers, 100 in-person events, 800 pitches of innovative projects/startups, and +3,500 meetup attendees. • Developed and implemented branding and marketing strategies, including campaigns, social media management, inbound content, blog posts, and YouTube videos that garnered +100k views. • Created the highest-rated pitch course on Udemy and published a pitch eBook rated 4.6/5 on Amazon, providing entrepreneurs with guidance in preparing startup business pitches. • Dazideia contributed to extensive knowledge about entrepreneurship, innovation and startups, as well as experience in strategies and business models; events organization and execution; and development and delivery of workshops. Show less

Facilitator

• Apr 2019 - Jun 2020

Facilitator of Startup Mundi Game Experience, delivering in-person training and certifications for big Brazilian players such as Enel, Ipiranga, SEBRAE Roraima and Campo Grande, among others. Startup Mundi is a gamified experience that accelerates the learning of entrepreneurship and innovation skills, in which up to 16 players, must lead a startup (or innovative solution) through the 3 validation processes: • Solution • Market • Scalability Facilitator of Startup Mundi Game Experience, delivering in-person training and certifications for big Brazilian players such as Enel, Ipiranga, SEBRAE Roraima and Campo Grande, among others. Startup Mundi is a gamified experience that accelerates the learning of entrepreneurship and innovation skills, in which up to 16 players, must lead a startup (or innovative solution) through the 3 validation processes: • Solution • Market • Scalability

Marketing Analyst

• Nov 2015 - Sep 2016

The Market Intelligence department was always searching for information that helped the strategic management of Nexxera Group. In addition, it worked collaboratively with several departments of the company, such as development (IT), customer success and products, to co-create new solutions and continuous improvement of current products. The primary responsibilities were:• Market research;• Research to launch new products;• Competitor analysis;• Content development related to the market and company solutions. Show less

Executive Secretary

• May 2015 - Nov 2015

Advising the Group Presidency; scheduling meetings; payments; travel guides; meetings and reports.

Program Analyst

• Jan 2013 - May 2015

Management of 12 technology-based business verticals (groups totalling 130 technology-based companies) of ACATE. The main activities were: • Articulate the relationship of the groups with external companies, institutions and individuals; • Coordinate diverse demands of the companies and the board of directors; • Assist and follow the progress of the activities of the Verticals; • Manage the activities related to the Board of Verticals; • Organize the monthly networking meetup of the Verticals; • Disseminate the actions and events of interest to the Verticals. Show less

Administrative Assistant

• Aug 2012 - Jan 2013

Assist the administrative area and the manager of the Human Resources Department.

Intern

• Feb 2011 - Aug 2012

Assist the administrative area and the manager of the Human Resources Department.