Jaraguá do Sul, Santa Catarina, Brazil
Customer Success-focused professional with experience supporting global clients across LATAM, the US, and Europe in high-volume, complex operational environments. Currently working in a global Shared Services Center, I drive customer experience improvements, process optimization, and engagement strategies at scale (100K+ monthly tickets), contributing to measurable gains in NPS and service quality. I have hands-on experience in onboarding, customer lifecycle management, and cross-functional collaboration, acting as a bridge between operations, business, and customer needs. Earlier in my career, I worked in the fashion industry, managing client relationships, supporting sales initiatives, and contributing to marketing and brand positioning activities across Latin American markets. This experience strengthened my ability to adapt to different customer profiles and market dynamics. I am now transitioning into a Customer Success Manager role in a SaaS or tech-driven environment, where I can take full ownership of accounts, drive adoption, and contribute to retention and revenue growth. 🌍 Languages: Spanish (Native), English (Fluent), Portuguese (Fluent), Italian (Intermediate) 🚀 Open to global remote opportunities in Customer Success.
- Act as a customer-facing point of contact within a global Shared Services environment, supporting clients across LATAM, the US, and Europe; - Manage high-volume customer operations (~100K tickets/month), ensuring SLA compliance, service consistency, and a high-quality customer experience across multiple channels; - Lead onboarding and training initiatives for internal teams and key accounts, improving platform adoption and standardizing best practices; - Analyze customer behavior and satisfaction metrics (NPS, engagement) to identify improvement opportunities and implement action plans that enhance retention and experience; - Collaborate cross-functionally with global stakeholders (Operations, Finance, IT) to optimize processes and improve the end-to-end customer journey; - Develop communication strategies and customer-facing materials to support engagement, product understanding, and adoption; - Conduct recurring sessions with key stakeholders to drive alignment, improve processes, and increase operational efficiency; - Contribute to global process standardization across multiple countries (e.g., Colombia, Mexico, Austria, Germany); - Support AI-driven initiatives within financial processes, partnering with leadership to identify automation opportunities, improve decision-making, and enhance operational efficiency; - Identify bottlenecks and proactively propose process improvements, reducing friction in customer interactions and internal workflows.
- Supported global customers and stakeholders across LATAM, the US, and Europe, acting as a key point of contact for operational and financial processes; - Assisted in resolving customer issues through multi-channel communication (email, phone, chat), ensuring a smooth and consistent customer experience; - Played a key role in the implementation of a global Shared Service Center (SSC), helping structure processes and improve service delivery at scale; - Ensured SLA compliance and contributed to continuous service quality improvements through process optimization and standardization; - Developed training materials and documentation for global teams, improving onboarding efficiency and knowledge sharing; - Collaborated with cross-functional teams to identify root causes of recurring issues and implement scalable solutions; - Supported process standardization across regions, improving operational efficiency and consistency; - Gained strong exposure to customer lifecycle management, issue resolution, and stakeholder communication in a global environment.
- Managed international client relationships across Latin America, acting as a primary point of contact for commercial and operational topics; - Supported the full customer lifecycle, including onboarding, order management, follow-ups, and post-sales relationship management; - Contributed to international sales growth from 10% to 25% by adapting strategies to different markets and customer needs; - Collaborated closely with clients to understand business requirements and tailor product offerings, improving customer satisfaction and retention; - Participated in international trade fairs and client meetings, strengthening relationships and supporting business development initiatives; - Supported proposal development and negotiation processes, contributing to revenue generation and long-term partnerships; - Developed marketing materials and supported digital initiatives (e.g., social media), aligning communication with brand positioning; - Gained strong experience in customer engagement, cross-cultural communication, and commercial relationship management.
- Evaluated customer experience and service quality through structured assessments across different industries; - Provided detailed reports with actionable insights to improve customer journey, service delivery, and engagement; - Identified gaps in customer experience and contributed to recommendations for process and service improvements.
- Provided customer support and handled user inquiries and claims, ensuring resolution and satisfaction; - Supported administrative and operational processes in a government regulatory environment; - Developed strong communication, organization, and stakeholder management skills.
Coordinated export logistics and documentation for international shipments; Managed communication with carriers, terminals, and clients; Ensured timely delivery and compliance with international trade requirements