Managed a portfolio of 96 high-value customer accounts, utilizing CRM platforms including Salesforce and HubSpot Service to maintain accurate account information, communication records, and customer notes, ensuring proactive follow-up and personalized service. Conducted strategic client meetings to assess needs, coordinate tailored solutions, and support the full customer journey from onboarding to ongoing engagement, resulting in high customer retention and loyalty. Identified trends in customer feedback through regular analysis of satisfaction metrics such as NPS, implementing engagement initiatives to improve customer outcomes and satisfaction. Monitored service issues and escalations, collaborating with internal teams to resolve complex requests and ensure timely updates to clients, enhancing overall customer experience. Maintained detailed documentation of account activities and communication records in CRM systems, supporting process documentation and compliance with service standards. Coordinated with cross-functional teams to address customer concerns, driving process improvements and supporting retention initiatives. Fostered strong client relations through relationship-focused communication, active listening, and a customer-centric mindset, consistently achieving high satisfaction scores. Built a portfolio from zero to 96 clients, representing approximately R$80 million under management, and achieved a Net Promoter Score (NPS) of 97%.

Managed ongoing relationships with individual and business clients, utilizing CRM platforms and spreadsheets to monitor account activity, maintain customer notes, and support retention and engagement initiatives. Coordinated daily operations and service delivery, ensuring SLA management and consistent customer outcomes across all communication channels. Identified customer needs and proactively resolved service issues, acting as the main point of contact and strengthening client trust and loyalty. Collaborated with remote and local teams to improve operational processes and enhance the customer experience, leveraging customer feedback and satisfaction metrics for continuous improvement. Monitored operational KPIs and analyzed customer feedback (CSAT, NPS) to identify trends and inform customer-centric process enhancements. Increased managed resources fivefold to R$250 million and reduced delinquency rates from 38% to 8%.

Led customer experience initiatives during the expansion from 3 to 16 branches, standardizing service processes and ensuring consistent account management and customer retention across the network. Reengineered operational workflows and documentation to boost efficiency and improve the customer journey, supporting engagement and satisfaction metrics. Conducted onboarding assistance and training programs for new team members, promoting best practices in client relations and communication tools. Coordinated with business and operations teams to identify and implement process improvements, enhancing customer outcomes and retention initiatives. Supported the launch of new branches by maintaining quality standards in customer service and process documentation, enabling scalable growth. Monitored customer feedback, identified service trends, and collaborated to resolve issues, ensuring alignment with customer-centric objectives. Led a record-breaking consorcio campaign, achieving R$10 million in sales, and supported the cooperative's expansion to 16 branches.