Ciena

Senior Customer Sucess Advocate

Accruent

- Played a pivotal role in the rollout of projects enhancing customer engagement, helping with billing, understanding their products and contracts, and escalations of requests to Support, Product Management, and Professional Services.
- Administration of accounts, contacts, and contracts playing a cross-functional role with other departments.
- Management of owned renewal opps (ARR ~ USD1M+, 400+ accs) following the standard work in place and ensuring the renewals were finalized on time and successfully.
- Focused on four different products: EMS, MC, Meridian and FAMIS - mostly for education, corporate, industrial, and retail segments. 
- Main Projects: 
  - Case queue implementation in SFDC for the Digital CS Team.
  - Digital CS Team Standard Work and Confluence Page (Atlassian).
  - Robotic Process Automation for Renewal Notifications – helping to ensure the email notifications for contract renewals were delivered on time and to the correct addresses.
  -E2E Project – participated in the task force to have all pending renewals finalized in around one-month time – around 169 opportunities in total.
- Strongly collaborated in the creation of the Care team in Austin, TX (USA).
- Conducted the setup of all activities (RACI), standard work, DVM, templates and KPI’s (dashboards/PowerBI’s).
- Participated in the setup of email-to-case functionality in SFDC and in the transition to Service Now with the IT team.
- Streamlined inter-departmental collaboration and facilitated presentations to promote the team internally.
- Managed complex cases (around 200 cases in 2mo) for non-technical issues for all Accruent’s customers (around 10,000 customers worldwide in total, in different segments/countries) – issues related to billing, licensing, training, sales, renewals, support, contracts, recontracts, contract replacements, legal, etc.
- Dealt with all Accruent's portfolio (10+).

Digital Customer Success, Renewals & Senior Customer Care Manager

SandLand International

- Led the CS team, ensuring an elevated customer experience throughout its lifecycle, being responsible for a great relationship with all customers and for the maintenance of their accounts, through proactive communication and focusing on anticipating any conflict and on its fast and effective resolution.
- Managed key accounts - main customers (and their countries): Covestro Coating Resins BV (Netherlands/United States/China/Taiwan), OCI Nitrogen BV (Netherlands/United States/China), Synres (Netherlands), Polyscope Polymers (Netherlands), Hockmeyer (United States). Main products: acrylic resins, polyurethanes, polyesters and alkyds; melamine; styrene maleic anhydride copolymers; grinding, dispersing and washing equipment (tanks and pans); among others. Main segments: paints and coatings, printing and laminating inks, adhesives, wood panels and optical fibers.
- Efficiently conducted quarterly reports with data presentation for the customers' business decision making. Monthly forecasts, annual budget and monitoring reports of new opportunities.
- Prospected  new partners in SandLand's fields of expertise.
- Developed market studies, feasibility studies and any other analysis required by customers, on a global scale.

Customer Success / Customer Relations Coordinator

Neugebauer S/A

- Managed a portfolio of customers/countries for the export of candies, sweets and chocolates – from prospecting/sampling, sales and after-sales.
- Managed exports, interfacing across production and marketing teams to meet tailored customer requirements.
- International trips to visit customers and promote fairs.

Export Analyst

- Executed successful negotiations with customers and prospect of new ones in the chemical and equipment markets in the Americas, for SandLand partners in the United States and Europe.
- Effectively monitored orders, issuing, and reviewing import/export documents, in addition to providing support to customers throughout the process, from order confirmation to its arrival at the designated port.
- Developed market studies, feasibility studies and any other analysis required by customers, on a global scale.

Customer Relations & Projects

- Monitored orders, issuing and reviewing import/export documents, in addition to providing support to customers throughout the process, from order confirmation to its arrival at the designated port.
- Managed all administrative and financial processes of the company, such as managing accounts payables and receivables, human resources processes and other office procedures.

Administrative & Commercial Assistant

AIESEC

- Managed the relationship with alumni (former AIESEC members) and event management with the internal and external public of the organization.
- Developed marketing campaigns.
- Managed social media and internal communication channels.

Vice-president of External Relations

- Audited documents of all Brazilians and foreigners in a voluntary or professional position.

Auditing Team

- Managed the area of ​​prospecting students to work voluntarily in NGOs in Brazil, as well as prospecting and opening vacancies/work positions in these NGOs for these students.

Volunteer Exchange Coordinator

Pró-Ativa Consultoria Empresarial (Duarte & Ehlers Assessoria Empresarial LTDA)

- Managed internationalization projects for companies in Brazil, business development and international trade.
- Conducted consulting focused on market intelligence studies, development of business plans for national and international customers from different segments such as IT, civil construction, telecommunications, etc.
- Nurtured business development with Canadian companies due to an agreement with the Government of Ontario (Canada).

Intern

Global Jr. ESPM-Sul

- Managed internationalization projects of Brazilian companies, business development and international trade.

Senior Customer Success Associate at Ciena | 10+ Years Nurturing Long-lasting B2B Relationships | Proven Track in Retaining Customers

I am an energetic customer success enthusiast with a seasoned background in nurturing relationships with more than 10 years of experience. I am driven by a passion for delivering an exceptional customer journey with a demonstrated ability to elevate customer retention rates and collaborate across diverse teams. Skilled in utilizing data-driven strategies to understand customer needs and drive service improvements. I have a proven track in working in a fast-paced company, in scaled and dedicated CS positions. I have the ability to multitask and keep focused. I can definitely be seen as a team player, always willing to help peers and other departments to grow together. Besides I am organized, proactive, dedicated, and a very quick learner.

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