Resume

Summary

More than 15 years of experience in CRM, Customer Care Center, Business Intelligence, and digital marketing mainly focused on healthcare and education. 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

• People management

• Talk in public

Professional Experience

Customer Relationship Management

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

  • Automation and consolidation of consumer contact tools

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

Marketing

  • Website & e-commerce projects: planning, content approval, localization, launch, analytics

  • Budget planning for SEM

  • Loyalty programs

  • BTL, promotions, contests, direct to consumer initiatives

  • Email marketing, newsletters

Business Intelligence

  • Director level reporting of KPI's

  • 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.

Management

  • Business Excellence certifications

  • Audits related to Internet assets, Data Privacy, consumer data

  • Training for Quality complaints, CRM, Compliance

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

Extra

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

  • Audio, video & Graphics

  • Live streaming / webcast events

  • Web development

  • Photo shooting

  • Branding