CX Analyst

• Apr 2023 - Present

CX Analyst

• Mar 2022 - Nov 2022

CRM management and customer service at multiple channels. End result: Increasing and over average 9.3 NPS. Mapping feedback and identifying areas for improvement. Creation of improvement processes for the CS department. Generation of CS performance reports. Resolving critical customer issues. Monitoring the customer's entire journey.

Content Producer

• Sep 2021 - Feb 2022

Creation of social media content (Instagram, LinkedIn). Development of buyer and brand personas. Refinement of content strategy. Creation of institutional materials (FAQ, onboarding, etc.). General text reviewing.

CMO - Founder

• Mar 2018 - Aug 2021

I co-founded etanto startup with three other partners in 2016. Initially, we had a grocery price comparison app for final consumers, but we soon opened up other strategic possibilities that showed greater potential for return to supermarkets and manufacturers. So we changed to a pricing intelligence startup for the retail and food industries. Our value proposition was to provide price data from e-commerce and store shelves at a reduced cost, without losing the scope, granularity, and relevance of our information. We conducted a 3-month pilot project with a multinational food industry company after beating out six other startups participating in the call for proposals. In this project, I conducted the campaign to recruit freelancers for collecting shelf prices, initiated contact, and led them to the end of the activity. More than 100 freelancers in 9 different cities were contacted during the project. Main responsibilities: • Creation and maintenance of the institutional website and blog • SEO, with over 4,000 users per week of organic traffic • Content creation • Development of the logo and brand identity • Social media management • Facebook and Google Ads • Trademark registration with INPI • Recruitment and management of freelancers for price collection. Show less

Expansion Assistant

• Jan 2015 - Jan 2017

Company specialized in pet training that offers courses, lectures, and training. They are the largest pet training franchise in Latin America. Main responsibilities: • Geomarketing • Management of the process of acquiring new franchisees, with direct participation in increasing the number of franchisees by 40% in two years. Company specialized in pet training that offers courses, lectures, and training. They are the largest pet training franchise in Latin America. Main responsibilities: • Geomarketing • Management of the process of acquiring new franchisees, with direct participation in increasing the number of franchisees by 40% in two years.

Digital Communication Coordinator

• Sep 2014 - Jan 2017

Updating information on the website and managing social media content for the audiovisual project, including boosted campaigns for productions for 3 different brazilian capitals. Updating information on the website and managing social media content for the audiovisual project, including boosted campaigns for productions for 3 different brazilian capitals.

Executive Assistant

• Jul 2014 - Dec 2014

General assistance for the production and distribution company Núcleo Contemporâneo and the event space Casa do Núcleo. General assistance for the production and distribution company Núcleo Contemporâneo and the event space Casa do Núcleo.

Secretarial work and Social Media

• Feb 2013 - Nov 2013

Issuing invoices, customer service, and maintaining social media. Issuing invoices, customer service, and maintaining social media.

Web Marketing

• 2013 - 2013

Planning and execution of digital communication for the Satélite 061 music festival. Planning and execution of digital communication for the Satélite 061 music festival.

Communication Internal

• Mar 2011 - Apr 2011

Internal and external communication development, and information management. Internal and external communication development, and information management.