Resume

Summary

More than 15 years of experience in CRM, Customer Care Center, Business Intelligence, Digital Marketing, e-Commerce Sales, and Internal Communications mainly focused on healthcare, education, and entertainment industries. I started as an assistant in commercial areas and I moved forward to upper positions acquiring more responsibilities, coordinating teams form different areas such as Marketing, IT, Sales, HR, Legal and PR. I've managed area projects, budget, spends, suppliers, certifications and audits.

Skills

• Research and analysis

• Customer service

• Training & keynotes

• People management

• Project leader

Professional Experience

Customer Relationship Management

  • Customer care centers from scratch in companies with over USD 40 million in year sales

  • CRM platforms implementation: analysis, design, workflow, training , deployment and maintenance

  • Automation and consolidation of consumer contact tools (call center, mail, web, social media)

  • Customer care centers from scratch in companies with over USD 40 million in year sales

  • Help desk integrations for customers.

Marketing

  • Launched product websites, e-commerce, and other marketing digital projects: planning, developing, content approval, localization, launch, analytics

  • Budget planning for SEM

  • Loyalty programs

  • BTL, promotions, contests, direct to consumer initiatives

  • Email marketing, newsletters

Business Intelligence

  • KPI's Analytics

  • Projects for data accuracy optimization

  • Quantitative research surveys

  • Research for primary sources of information

  • Use of data extraction, transform and load tools (ETL) to improve process time

  • Web development for surveys, and other data tools.

Management

  • Business Excellence certifications

  • Audits related to Internet assets, Data Privacy, consumer data, primary and secondary sources of information

  • Training for Quality complaints, Adverse Events, CRM, Compliance for consumers and internal employees.

  • Internal communications tools (Intranet, digital signage, corporate news)

Media

  • Event planning, budgeting, talent booking, ticket sales, marketing, production.

  • Graphic design, branding & logo guidelines

  • Live streaming / webcast events

  • Photo, Audio & Video production

  • Live social events, DJing