Experience

Impaqtr
• Software Development
• 1 - 100 Employee
• Customer Success Manager

  • Aug 2021 - Present


Efiko Academy

• Belgium
• Professional Training and Coaching
• 1 - 100 Employee

• Customer Success Manager

  • Jul 2021 - Dec 2021

  Brussels Region, Belgium • Responsible for Customer Happiness and Retention • Analyzed customer feedback and satisfaction KPIs such as NPS, conversion rates and completion rates; provided an executive view of such measures that supported business decisions • Implemented Efiko Community space; content creator of this community



Belfius Insurance

• Belgium
• Insurance
• 700 & Above Employee

• In-company project by Vlerick Business School

  • May 2019 - Jun 2019

  Brussels Metropolitan Area - Developed data-driven market research on Insurance Fraud, claims management and fraud detection - Provided an overview with a feasibility check and a business impact analysis of the use cases that were found by conducting interviews with different Business Units and with the CXOs of Belfius Insurance - Presented a Business Case with data analytics solutions for fraud detection and improvement of customer journey - potential of €25 million savings in frauds



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Junior Manager

  • Jan 2017 - Aug 2018

  São Paulo Area, Brazil -Developed and implemented a model to evaluate client's liability and risk level -Improved the process of sales score reports by reducing its lead time from 3 days to 1 day -Led the organization of the Entrepreneur Fair (140.000 participants)

• International Management Trainee

  • Jan 2015 - May 2017

  São Paulo, Brazil -Led the Bank Correspondents Program -Developed and implemented a project for a new corporate rate policy that lead to USD500k savings, including proposal preparation, financial return analysis, pipeline management, schedule control and interaction with several sectors - Responsible for the communication of commercial actions with the Branch Network



Procter & Gamble

• United States
• Manufacturing
• 700 & Above Employee

• Customer Logistics Supervisor

  • Jul 2013 - Dec 2014

  São Paulo Area, Brazil -Responsible for managing and monitoring all operations between order processing and physical delivery to mitigate risks; Focus on service level improvement -Recognized as supplier of the year by Servimed -Developed and executed a palletiziation project for pharmaceutical clients that lead to a 15% raise on truck fill improving service while reducing costs

• Customer Logistics Intern

  • Jun 2012 - Jun 2013

  São Paulo, Brazil -Developed tools and that enabled monitoring of sell in, sell out and stock levels from pharmaceutical industry clients. Responsible for daily reports of those measures. - Executed and implemented a deliver scheduling project for Raia Drogasil (billing: 4,1 bi)



AIESEC

• Canada
• Non-profit Organizations
• 700 & Above Employee

• AIESEC Volunteer

  • 2011 - 2011

  Cairo, Egypt Establish contact and make partnerships with embassies, local and international fundraising companies seeking grant for the social projects conducted by the NGO. Perform a marketing workshop for the NGO’s staff.