Suzana Oliveira
Customer Success Specialist at Canal Bom- Claim this Profile
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Português Native or bilingual proficiency
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English Full professional proficiency
Topline Score
Bio
Jessica Carvalho
We met 4 years ago and we hit it off right from the start. We had amazing conversations about work and life, and I could see how passionate she is about everything she does and super dedicated too. We've worked together in the past and her integrity, sense of ownership and excellence immediately caught my attention and even inspired me to want to be better at what I do. She is truly one of the most caring people I've ever met. Her communication skills and empathy are something rare these days, and she masterfully demonstrates this in each project, in her daily work and in her interactions with others. Honestly, when I met her, I didn't expect to find such a wonderful friend and co-worker. She's the type of person who doesn't give up easily, and has proven on more than one occasion that she can handle situations that aren't very common for her. She is very motivated, organized, detail-oriented, very focused on process improvements and helping others around her. Working with her was great, she really helped me oversee a large-scale project and came up with creative ideas to solve complex customer support issues, and still lightened the environment. She's the kind of person you can count on because you know she'll get the job done. I can praise her here all I want, and it still wouldn't be enough. Not only she's a fast learner but also constantly brings up discussions for improvements and new points of view. I have no doubt that she will be successful in whatever she puts her mind to. I definitely recommend her with my eyes closed!
Jessica Carvalho
We met 4 years ago and we hit it off right from the start. We had amazing conversations about work and life, and I could see how passionate she is about everything she does and super dedicated too. We've worked together in the past and her integrity, sense of ownership and excellence immediately caught my attention and even inspired me to want to be better at what I do. She is truly one of the most caring people I've ever met. Her communication skills and empathy are something rare these days, and she masterfully demonstrates this in each project, in her daily work and in her interactions with others. Honestly, when I met her, I didn't expect to find such a wonderful friend and co-worker. She's the type of person who doesn't give up easily, and has proven on more than one occasion that she can handle situations that aren't very common for her. She is very motivated, organized, detail-oriented, very focused on process improvements and helping others around her. Working with her was great, she really helped me oversee a large-scale project and came up with creative ideas to solve complex customer support issues, and still lightened the environment. She's the kind of person you can count on because you know she'll get the job done. I can praise her here all I want, and it still wouldn't be enough. Not only she's a fast learner but also constantly brings up discussions for improvements and new points of view. I have no doubt that she will be successful in whatever she puts her mind to. I definitely recommend her with my eyes closed!
Jessica Carvalho
We met 4 years ago and we hit it off right from the start. We had amazing conversations about work and life, and I could see how passionate she is about everything she does and super dedicated too. We've worked together in the past and her integrity, sense of ownership and excellence immediately caught my attention and even inspired me to want to be better at what I do. She is truly one of the most caring people I've ever met. Her communication skills and empathy are something rare these days, and she masterfully demonstrates this in each project, in her daily work and in her interactions with others. Honestly, when I met her, I didn't expect to find such a wonderful friend and co-worker. She's the type of person who doesn't give up easily, and has proven on more than one occasion that she can handle situations that aren't very common for her. She is very motivated, organized, detail-oriented, very focused on process improvements and helping others around her. Working with her was great, she really helped me oversee a large-scale project and came up with creative ideas to solve complex customer support issues, and still lightened the environment. She's the kind of person you can count on because you know she'll get the job done. I can praise her here all I want, and it still wouldn't be enough. Not only she's a fast learner but also constantly brings up discussions for improvements and new points of view. I have no doubt that she will be successful in whatever she puts her mind to. I definitely recommend her with my eyes closed!
Jessica Carvalho
We met 4 years ago and we hit it off right from the start. We had amazing conversations about work and life, and I could see how passionate she is about everything she does and super dedicated too. We've worked together in the past and her integrity, sense of ownership and excellence immediately caught my attention and even inspired me to want to be better at what I do. She is truly one of the most caring people I've ever met. Her communication skills and empathy are something rare these days, and she masterfully demonstrates this in each project, in her daily work and in her interactions with others. Honestly, when I met her, I didn't expect to find such a wonderful friend and co-worker. She's the type of person who doesn't give up easily, and has proven on more than one occasion that she can handle situations that aren't very common for her. She is very motivated, organized, detail-oriented, very focused on process improvements and helping others around her. Working with her was great, she really helped me oversee a large-scale project and came up with creative ideas to solve complex customer support issues, and still lightened the environment. She's the kind of person you can count on because you know she'll get the job done. I can praise her here all I want, and it still wouldn't be enough. Not only she's a fast learner but also constantly brings up discussions for improvements and new points of view. I have no doubt that she will be successful in whatever she puts her mind to. I definitely recommend her with my eyes closed!
Credentials
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Power BI Applied to Business
Grupo VoittoJun, 2023- Oct, 2024 -
Data for Effective Policy Making
Banco Interamericano de Desenvolvimento -
Marketing planning: practical tools
Sebrae -
Project Management for Development
Banco Interamericano de Desenvolvimento -
Risk Management in Development Projects
Banco Interamericano de Desenvolvimento -
Service Marketing: economics, characteristics and classification
Fundação Getulio Vargas
Experience
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Canal Bom
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Brazil
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E-Learning Providers
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1 - 100 Employee
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Customer Success Specialist
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Jan 2022 - Present
• Led the launch of online courses, generating $1M+ in sales, by mastering customer-centric onboarding strategies. • Effectively managed renewals of maintenance contracts, protecting and growing revenue. • Achieved a 98% customer renewal rate through exceptional customer service and proactive engagement. • Successfully upsold premium services, resulting in a 20% increase in average contract value. • Identified and pursued opportunities for add-on sales of software products… Show more • Led the launch of online courses, generating $1M+ in sales, by mastering customer-centric onboarding strategies. • Effectively managed renewals of maintenance contracts, protecting and growing revenue. • Achieved a 98% customer renewal rate through exceptional customer service and proactive engagement. • Successfully upsold premium services, resulting in a 20% increase in average contract value. • Identified and pursued opportunities for add-on sales of software products, contributing to a 15% increase in annual revenue. • Proactively monitored expiring agreements, ensuring timely actions to secure customer renewals. • Managed customer inquiries related to quotes, pricing, and contract reinstatements. • Collaborated with cross-functional teams to enhance customer satisfaction and resolve issues.
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Customer Success Representative
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Jan 2021 - Jan 2022
• Elevated to Customer Service Executive due to exceptional problem-solving skills and proactive approach to identifying growth avenues. • Pioneered market-leading e-learning insights, harnessing in-depth expertise in social media dynamics and consumer behavior. Mastery of these dynamics enabled me to align strategies with key outlets' business and marketing goals, consistently surpassing expectations. • Spearheaded the creation of cutting-edge digital customer experience strategies and… Show more • Elevated to Customer Service Executive due to exceptional problem-solving skills and proactive approach to identifying growth avenues. • Pioneered market-leading e-learning insights, harnessing in-depth expertise in social media dynamics and consumer behavior. Mastery of these dynamics enabled me to align strategies with key outlets' business and marketing goals, consistently surpassing expectations. • Spearheaded the creation of cutting-edge digital customer experience strategies and programs. Delivered transformative solutions that resonated with teachers and students alike, catering to their unique needs and aspirations.
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Product Service Coordinator
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Oct 2019 - Jan 2021
🌟 Fuelling E-Learning Excellence in Endodontics with 3K+ Students Nationwide 🚀🦷 • Spearheaded the complete lifecycle of award-winning Dentistry info products within a prominent endodontics e-learning company. From inception to logistics, orchestrated seamless launches that garnered high praise and recommendations. • Empowered the success of in-person events across diverse states, facilitating learning experiences led by Dental Medicine Doctors. Over a span of 2 years, nurtured and… Show more 🌟 Fuelling E-Learning Excellence in Endodontics with 3K+ Students Nationwide 🚀🦷 • Spearheaded the complete lifecycle of award-winning Dentistry info products within a prominent endodontics e-learning company. From inception to logistics, orchestrated seamless launches that garnered high praise and recommendations. • Empowered the success of in-person events across diverse states, facilitating learning experiences led by Dental Medicine Doctors. Over a span of 2 years, nurtured and guided 3000+ students, fostering an unparalleled reputation. • Exemplified professionalism and expertise by becoming the face and voice of Doctors at key meetings, events, and presentations. This role demanded a meticulous commitment to upholding the highest standards. • Cultivated a robust employer brand, orchestrating online and in-person courses to perfection. Simultaneously managed supplier contracts and inventory, ensuring uninterrupted operations and exponential growth. • Masterminded and organized complex calendars, meetings, and agendas for Dentists, all while safeguarding confidentiality at the highest level.
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Front Office Coordinator
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Jan 2021 - Present
• Navigated service authorization and procurement processes with deftness, ensuring streamlined vendor relationships and seamless payment processing. • Ahead of the clinic's reception, demonstrated a passion for humanized and helpful service. With an inclusive and flexible spirit, adeptly organized daily tasks, serving as a crucial support and assisting the senior dentist in maintaining administrative clinic organization. • Expertly guided patients through postoperative care, being a… Show more • Navigated service authorization and procurement processes with deftness, ensuring streamlined vendor relationships and seamless payment processing. • Ahead of the clinic's reception, demonstrated a passion for humanized and helpful service. With an inclusive and flexible spirit, adeptly organized daily tasks, serving as a crucial support and assisting the senior dentist in maintaining administrative clinic organization. • Expertly guided patients through postoperative care, being a cornerstone of efficacy and support throughout the endodontic treatment journey. • Masterfully managed calendars, meetings, agendas, and events for the Dentist, all while upholding the utmost confidentiality. • Ensured optimal inventory levels and efficient restocking by meticulously overseeing facility supplies and orders. • Assisted account and relationship managers in daily tasks and ad-hoc projects, contributing to cohesive operations. • Thrived in meeting tight deadlines without compromising on high-quality deliverables. • Collaborated closely with the Board of Directors to devise strategic plans, review reports, and organize forward-looking initiatives. My involvement was pivotal in shaping functional changes within the financial department and budgets. • Collaborated seamlessly with various business areas—Sales, Propositions, and Compliance—to enhance operational efficiency. • Leveraged sharp attention to detail, impeccable interpersonal skills, and organizational finesse to thrive within a dynamic team environment. Show less • Navigated service authorization and procurement processes with deftness, ensuring streamlined vendor relationships and seamless payment processing. • Ahead of the clinic's reception, demonstrated a passion for humanized and helpful service. With an inclusive and flexible spirit, adeptly organized daily tasks, serving as a crucial support and assisting the senior dentist in maintaining administrative clinic organization. • Expertly guided patients through postoperative care, being a… Show more • Navigated service authorization and procurement processes with deftness, ensuring streamlined vendor relationships and seamless payment processing. • Ahead of the clinic's reception, demonstrated a passion for humanized and helpful service. With an inclusive and flexible spirit, adeptly organized daily tasks, serving as a crucial support and assisting the senior dentist in maintaining administrative clinic organization. • Expertly guided patients through postoperative care, being a cornerstone of efficacy and support throughout the endodontic treatment journey. • Masterfully managed calendars, meetings, agendas, and events for the Dentist, all while upholding the utmost confidentiality. • Ensured optimal inventory levels and efficient restocking by meticulously overseeing facility supplies and orders. • Assisted account and relationship managers in daily tasks and ad-hoc projects, contributing to cohesive operations. • Thrived in meeting tight deadlines without compromising on high-quality deliverables. • Collaborated closely with the Board of Directors to devise strategic plans, review reports, and organize forward-looking initiatives. My involvement was pivotal in shaping functional changes within the financial department and budgets. • Collaborated seamlessly with various business areas—Sales, Propositions, and Compliance—to enhance operational efficiency. • Leveraged sharp attention to detail, impeccable interpersonal skills, and organizational finesse to thrive within a dynamic team environment. Show less
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Appen
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IT Services and IT Consulting
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700 & Above Employee
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Content Reviewer
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Apr 2021 - Sep 2021
• Reviewed relevance between search queries and organic products based on Content Guidelines, and advertisement content for policy and guidelines compliance on the platform in Portuguese and English. • Good awareness of Brazilian culture and current affairs in order to identify items that are likely to be controversial to customers. • Evaluated the keyword and supplementary data for each topic. • Determined keyword meaning and categorized it into relevant categories. • Checked the… Show more • Reviewed relevance between search queries and organic products based on Content Guidelines, and advertisement content for policy and guidelines compliance on the platform in Portuguese and English. • Good awareness of Brazilian culture and current affairs in order to identify items that are likely to be controversial to customers. • Evaluated the keyword and supplementary data for each topic. • Determined keyword meaning and categorized it into relevant categories. • Checked the relevance with quality and accuracy in detail. • Audited, reviewed and bar raise the quality of marketing content in my native language (Brazilian Portuguese). • Mapped the given keyword to a list of SCD (Special Category Data) categories. • Worked with data and evaluate trends/ patterns. • Analyzed uploaded content and flagged account activity for indicators of fraudulent activity to remove fraudulent content per Customer Policy. • Worked with sensitive issues. • Organic Product Review: relevance between the search query and organic products, work with data, evaluate trends/patterns. • Identifying and correcting spelling, grammar, punctuation, and other language errors. • Ensuring the accuracy of translation within the context and consistency of terminology and imagery. Show less • Reviewed relevance between search queries and organic products based on Content Guidelines, and advertisement content for policy and guidelines compliance on the platform in Portuguese and English. • Good awareness of Brazilian culture and current affairs in order to identify items that are likely to be controversial to customers. • Evaluated the keyword and supplementary data for each topic. • Determined keyword meaning and categorized it into relevant categories. • Checked the… Show more • Reviewed relevance between search queries and organic products based on Content Guidelines, and advertisement content for policy and guidelines compliance on the platform in Portuguese and English. • Good awareness of Brazilian culture and current affairs in order to identify items that are likely to be controversial to customers. • Evaluated the keyword and supplementary data for each topic. • Determined keyword meaning and categorized it into relevant categories. • Checked the relevance with quality and accuracy in detail. • Audited, reviewed and bar raise the quality of marketing content in my native language (Brazilian Portuguese). • Mapped the given keyword to a list of SCD (Special Category Data) categories. • Worked with data and evaluate trends/ patterns. • Analyzed uploaded content and flagged account activity for indicators of fraudulent activity to remove fraudulent content per Customer Policy. • Worked with sensitive issues. • Organic Product Review: relevance between the search query and organic products, work with data, evaluate trends/patterns. • Identifying and correcting spelling, grammar, punctuation, and other language errors. • Ensuring the accuracy of translation within the context and consistency of terminology and imagery. Show less
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Operations Analyst
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Jan 2019 - Aug 2019
Responsible for creating social media content for different business stakeholders, such as marketing, sales, and Human Resources (HR). • Created social media content for different business stakeholders, such as marketing, sales, and Human Resources (HR). • Own the transformation of our distributor in key related areas: sales operations, field sales strategy, coverage, and collage. • Challenge ways of working and business culture to unlock performance opportunities. • Good… Show more Responsible for creating social media content for different business stakeholders, such as marketing, sales, and Human Resources (HR). • Created social media content for different business stakeholders, such as marketing, sales, and Human Resources (HR). • Own the transformation of our distributor in key related areas: sales operations, field sales strategy, coverage, and collage. • Challenge ways of working and business culture to unlock performance opportunities. • Good performance on platforms used to organize and plan daily tasks, such as Office 365, Google Drive, MS Excel, MS Outlook, MS Word. • Identified the most suitable solution to meet quality requirements, install specific Software and provide assistance to operating systems. • Cooperating with team members in everyday work. • Planning and strategy in professional positioning. Added value to social media, leveraging around 47% of the number of fixed customers in one year.
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Customer Service
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Jun 2018 - Dec 2018
• Improved stakeholders engagement by leading a consistent branding campaing across the business specially among sales and marketing • Suggested the new technical solutions in knowledge base, facilitating knowledge transfer when needed • Delivered excellent customer service and managed the needs of customers through a clean and direct communication channels (phone, email, chat and telephone)
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ICE Cartões Especiais Ltda.
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Brazil
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IT Services and IT Consulting
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100 - 200 Employee
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Customer Service Representative
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Feb 2014 - Mar 2016
Orchestrated the implementation of new technologies, tools, and processes, enhancing productivity and business growth. • Developed comprehensive technical documentation, improving customer understanding and reducing support requests. • Enforced data protection procedures under personal data protection legislation, and ensured IT environment was qualified to provide. the required security standard on the internal system. • Delivered excellent face-to-face customer service and… Show more Orchestrated the implementation of new technologies, tools, and processes, enhancing productivity and business growth. • Developed comprehensive technical documentation, improving customer understanding and reducing support requests. • Enforced data protection procedures under personal data protection legislation, and ensured IT environment was qualified to provide. the required security standard on the internal system. • Delivered excellent face-to-face customer service and optimized internal quality management. • Mentored and trained junior employees to foster continuous learning and improvement. • Adapted quickly to new technologies, tools, and processes. Show less Orchestrated the implementation of new technologies, tools, and processes, enhancing productivity and business growth. • Developed comprehensive technical documentation, improving customer understanding and reducing support requests. • Enforced data protection procedures under personal data protection legislation, and ensured IT environment was qualified to provide. the required security standard on the internal system. • Delivered excellent face-to-face customer service and… Show more Orchestrated the implementation of new technologies, tools, and processes, enhancing productivity and business growth. • Developed comprehensive technical documentation, improving customer understanding and reducing support requests. • Enforced data protection procedures under personal data protection legislation, and ensured IT environment was qualified to provide. the required security standard on the internal system. • Delivered excellent face-to-face customer service and optimized internal quality management. • Mentored and trained junior employees to foster continuous learning and improvement. • Adapted quickly to new technologies, tools, and processes. Show less
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Ufgd
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Brazil
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Higher Education
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100 - 200 Employee
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Operations Intern
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Jan 2011 - Jan 2012
One of the three best students selected in the High School for a competitive internship opportunity to support students in the best Federal University in the state at UFGD - 2016 ▪ Managed agenda and calendar of cultural activities; used best judgment and discretion when advising students on policies, special projects, and other issues. ▪ Performed tasks such as archiving, scanning, and making copies to meet office demands and administrative tasks in accordance. ▪ Prepared and… Show more One of the three best students selected in the High School for a competitive internship opportunity to support students in the best Federal University in the state at UFGD - 2016 ▪ Managed agenda and calendar of cultural activities; used best judgment and discretion when advising students on policies, special projects, and other issues. ▪ Performed tasks such as archiving, scanning, and making copies to meet office demands and administrative tasks in accordance. ▪ Prepared and printing of paperwork and highlighted key information/signatures. Show less One of the three best students selected in the High School for a competitive internship opportunity to support students in the best Federal University in the state at UFGD - 2016 ▪ Managed agenda and calendar of cultural activities; used best judgment and discretion when advising students on policies, special projects, and other issues. ▪ Performed tasks such as archiving, scanning, and making copies to meet office demands and administrative tasks in accordance. ▪ Prepared and… Show more One of the three best students selected in the High School for a competitive internship opportunity to support students in the best Federal University in the state at UFGD - 2016 ▪ Managed agenda and calendar of cultural activities; used best judgment and discretion when advising students on policies, special projects, and other issues. ▪ Performed tasks such as archiving, scanning, and making copies to meet office demands and administrative tasks in accordance. ▪ Prepared and printing of paperwork and highlighted key information/signatures. Show less
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Education
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2015 - 2019
Centro Universitário da Grande Dourados
Bacharelado em Administração
Community
