Experience

SES Satellites

• Luxembourg
• Telecommunications
• 700 & Above Employee

• Customer Insights Specialist

  • Sep 2023 - Present

  - Management of elements of the customer experience toolset (Customer Advisory Board, Net Promoter System, Customer Intelligence); - Management of elements of the analysing and contrasting customer insights against business strategies and help teams close the gaps/pursue the opportunities through continuous improvement; - Cultivate a customer first culture that promotes the reputation of exceptional customer centricity that results in revenue growth, increased retention and renewal rates and an enhanced employee experience.;- Building and maintaining a strong alliance with key stakeholders in Marketing (Brand), Product (Product Experience) and People and Culture (Employee Experience) to ensure the brand, product and employee experience are always aligned. Show less

• Global Customer Experience (Continuous Improvement) - Intern

  • Mar 2023 - Aug 2023

  - Support customer research (both qualitative and quantitative);- Support in promoting customer-centricity within the organization;- Support company's continuous improvement efforts.- Support collecting data and actively translating that into actionable insights.



Editora Belas Letras

• Brazil
• Book and Periodical Publishing
• 1 - 100 Employee

• Employee Experience Coordinator

  • Jan 2022 - Jan 2023

  - Act as the first point of contact to support staff members. Help new hires and develop/apply strategies at several company levels (B2B, B2C, Employee Experience).- Partner with local managers to roll out all key people processes (compensation, benefits, development programs, etc.). Identify and correct friction points in the employee experience.- Act as the local point of contact for both managers and employees regarding any people-related topic.- Build and improve various local processes, policies, and guidelines related to people.- Consult with managers and provide guidance/coaching when appropriate. Partner with the manager on employee relation cases to address growth plans and performance issues.- Support the delivery of an employee listening program to provide thought leadership on improving the employee experience (employee surveys, listening groups, and other listening initiatives).Achievements: - Collaborated with colleagues and senior leadership to advocate for adopting employee listening data and challenge ideas and hypotheses empathetically on key HR topics.Owned various employee relations matters and helped managers/owners create great experiences for all the teams.- Questioned employees and customers “how could this experience be the best of your life?”. Created a balance between employee expectations and company offers, creating a sense of belonging and revenue growth.- Analyzed the results of applied initiatives such as creation of individual career plans and developed an action plan to strengthen points that needed adjustments and increased team promotions by 25%. Although there is a recession due to pandemic effects, the group remains motivated thanks to the recognition policies applied, and the revenue exceeds the same period of last year. Show less

• Customer Success Manager

  • Sep 2020 - Jan 2023

  - Assess loyalty metrics (NPS) and increase income strategies by working cross-functionally in all areas (Marketing, Logistics, Product). - Recover inactivated clients.- Reduce the risk of attrition within your client base through early identification and mitigation of these risks. Manage all aspects of the customer's onboarding process and track their progress.- Train customers using the platform by leading coaching sessions/presentations.- Provide technical and consultative support to our customers daily. - Act as an advocate on behalf of the customer and as an expert, offering an in-depth and first-hand understanding of their experience and product needs.- Own customer relationships post-sale and ensure customer success by creating engaged, happy customers.Achievements: - Developed from scratch the Customer Success Department, mapped the customer journey, and discovered all friction points decreasing the average of customer service tickets. As a result, it progressively increased company revenue and transformed the company toward customer experience management.- Implemented a customer-centric vision in the new company's website project, taking into account the user's point of view for all functionalities, as well as in the launch of the first Music Subscription Club in Brazil. Achieved 0.8% churn rate for the club's subscription due to changing company's mindset.- Coordinated two projects to launch published books by online crowdfunding via Catarse (Crowdfunding is the practice of funding a project or venture by raising money from a large number of people, typically via the internet), aiming to reach a proposed amount for the book to be printed to customers interested. Ensured the communication between all areas within the agreed time frame and that customers and operations. Result: The first launch closed with 127% above the expected fund and the second with 390% above the expected fund. Show less



RD Plast/ADD Componentes

• Sales Account Manager

  • Aug 2019 - Feb 2020

  - Developed and grew profitable sales to the Brazilian territory accounts.- Developed strategies for accounts to generate measurable contributions to customers.- Defined and executed structured and measurable key account sales plans. Planned and delivered orders and post-sales.- Developed and maintained a high, deep & wide network of customer stakeholders throughout the entire customer organisation. Coordinated between manufacturing, logistics, and accounting to assure clients' success.- Achieved sales and margin targets while providing all sales reports to management. Achievements: - Increased the portfolio of clients from 5 to 20 fixed customers, with monthly billing of 5x higher in 8 months. Show less

• Human Resources Analyst

  • Feb 2019 - Aug 2019

  - Updated all contracts and addendums with the local legislation. Managed people performance and provided advice on the PIP process to the local CM ensuring legal compliance and best practice.- Support local CM with performance management activities of the sales team and ensure a highly productive, healthy, and energised working environment.- Employee Relations cases; provided sound and corrected advice on handling absence/performance and conducted issues.- Ensured employee data changes and absences were communicated to management and included in payroll. Performed checks on the payroll files.- Managed and kept track of all staff movements in terms of global mobility (contracts/tax with HR HQ).Provided employee documentation compliance and performed documentation audits to ensure compliance with local practices/legislation.- Delivered monthly local HR induction sessions and handled all necessary documentation for employees.- Created and managed the local HR Policies ensuring the company standards were considered and met.Achievements:- Created employee benefit policies such as "appreciation for time" greeting and personal and professional development programs. Improved employees/management communication, increased productivity, and decreased delivery times by one week per order. Show less


Eco Metais Sanitarios
• Brazil
• Import & Export
• 1 - 100 Employee
• Warehouse Coordinator

  • Sep 2017 - Feb 2019


Jandira Boff Confecções

• Administrative Analyst

  • Jun 2012 - Sep 2017

• Customer Service Representative

  • Apr 2009 - Jun 2012