Customer Success Manager Pleno

• Sep 2023 - Present

Account Manager

• Feb 2023 - Jul 2023

- Responsible for the internal processes of the Customer Success department; - Work in synergy with the technical departments to ensure that the deliverables are delivered in DDL; - Check and analyze the quality of deliverables of my clients; - Responsible for timelines and project results. - Responsible for the internal processes of the Customer Success department; - Work in synergy with the technical departments to ensure that the deliverables are delivered in DDL; - Check and analyze the quality of deliverables of my clients; - Responsible for timelines and project results.

Account Manager Pleno

• Jul 2022 - Jan 2023

Customer Happiness Analyst

• Nov 2021 - Jul 2022

- Help solve escalated issues through different channels (chat, e-mail, social media, telephone); - Solved problems, investigated and created detailed notes in the administration system; - Provided follow-up calls to customers to resolve issues as needed; - Creating opportunities and options for customers interested in canceling/returning orders. - Help solve escalated issues through different channels (chat, e-mail, social media, telephone); - Solved problems, investigated and created detailed notes in the administration system; - Provided follow-up calls to customers to resolve issues as needed; - Creating opportunities and options for customers interested in canceling/returning orders.

Stores Onboarder II

• Oct 2021 - Nov 2021

- Coordinate and execute the store onboarding process (ex: setting up system profiles, photography uploading/scheduling, performing catalog QA, preparing and fixing catalog content to meet Cornershop's requirements, coordinating with the field team & the catalog team for guidelines, etc.);- Support stores on the platform and tools needed to be successful Cornershop store partners;- Provide excellent customer service and support for new store partners;- Work with the store operations and sales team to streamline processes;- Step up to ensure our business is successful. This could mean pushing extra hard to get those last few stores set up and ready to start taking orders or being willing to put in the extra effort to make the business successful;- Act as an advocate for Cornershop’s users and be passionate about the community experience. Show less

Stores Onboarder

• Feb 2021 - Nov 2021

Customer Service Lead Agent

• Nov 2020 - Feb 2021

Customer Service Agent

• Apr 2020 - Nov 2020

Customer Experience Analyst (Social Media)

• Nov 2017 - Feb 2020

- Responsible for customer service via social networks, Twitter, Facebook, Instagram; - Interactions on social networks, to make responses viral and increase the presence of Nubank's brand on social media; - E-mail, chat and telephone support. - Responsible for customer service via social networks, Twitter, Facebook, Instagram; - Interactions on social networks, to make responses viral and increase the presence of Nubank's brand on social media; - E-mail, chat and telephone support.

Analista de Customer Success Jr

• Jan 2015 - Aug 2017