Dengage

Coordinate new LATAM clients onboarding into the customer data and engagement platform
Gather essential data for smooth setup and ensure accurate client setups and records
Address technical, support, and training issues for existing clients
Collaborate with internal engineering teams for issue resolutions
Track client requests and reviews with leadership

Technical Support Executive

360dialog (official WhatsApp Business API Provider)

Collaborated closely with cross-functional teams, such as data science, product, finance, customer success, and senior leadership, to develop and execute a comprehensive strategy for implementing anti-fraud tools using machine learning within the platform.
Oversaw manual reviews to proactively prevent organizational losses and ensure smooth onboarding for partners and clients.
Conducted thorough analysis based on monthly recurring revenue and strategically planned the
enhancement of new features within the company client and partner hub.
Documented use cases through extensive product research, utilizing effective product management techniques, data gathering, and customer journey mapping.
Successfully coordinated the launch of new features, managed bug corrections, and executed small releases within the platform.
Skillfully managed stakeholders, teams affected, as well as customers and partners of the service.

Junior Product Manager

Provided exceptional technical support to partners and clients in the Latin American region, effectively resolving a diverse range of technical issues within the WhatsApp Business API ecosystem.
Guided and assisted customers, ensuring a seamless navigation and optimization of their experience with the platform.
Proactively identified customers' pain points within the hub platform through their valuable feedback, contributing to the development of more refined product features.
Delivered comprehensive assistance and guidance for partners and clients, successfully resolving technical issues and enhancing their experience with the WhatsApp Business API ecosystem in the Latin American region.
Actively solicited and utilized customer feedback to identify pain points within the hub platform, resulting in significant enhancements of product features.

Customer Technical Support Manager

Mosaic Brasil

Administered high customer relationships, ensuring visibility of daily and weekly loading through the SAP-Production system. Generated detailed reports on the available product portfolio to enhance decision-making.
Assumed responsibility for reporting and managing customer incident reports using Salesforce, effectively coordinating and directing them across various departments such as quality, sales, and operations.
Demonstrated strong skills in relationship building, fostering productive and long-lasting partnerships with clients.

Account Manager

TCP Terminal de Contêineres de Paranaguá

Managed customer portfolio, where I took care of twenty customers in five various segments. Together with the CS team, we carry out the structuring and implementation of improvements within the area.
Responsible for generating critical analysis reports of the Customer Service tool via Salesforce and consolidating information for the performance of the company's areas and responsible managers. Implemented data collection of customer satisfaction regarding terminal services.

Customer Care Analyst

I bring over four years of dedicated experience in customer management, complemented by one year of product management expertise. My goal is to provide exceptional customer experiences that align with company products and goals.

I carry experiences in...
🔸Building strong customer relationships
🔸Onboarding and implementation
🔸Product feedback and improvement 
🔸Collaboration with cross-functional teams
🔸Feature definition and documentation
🔸Requirements gathering and prioritization

Personally...
🔹 I am an ambivert ( I enjoy people but my alone time is a must)
🔹 Highly curious, if I dig a topic I go deep on learning it
🔹 I love exploring different cultures and languages (I've been to 20+ cities around the world 🌎)
🔹 I love dogs and all animals!
🔹 I'm a big fan of remote work.

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