nadiammf

Management of team tasks, prioritizing demands and ensuring deadlines and high-quality deliverables were met on Clickup. Structuring of the community growth project on Discord, aiming to increase member engagement and retention. Management of leads and clients, from initial contact to relationship maintenance, supporting sales and support initiatives. Definition and organization of internal processes and projects, to improve operational efficiency and standardize communication across teams, ensuring easy access to information.

Managed B2B and B2G client portfolios and provided insights for product improvements. Developed customer journeys for new digital products, aligning with product roadmaps and user needs. Utilized platforms like Zendesk, Pipedrive, and RD Station for customer feedback management. Led the development and implementation of customer feedback loops (NPS, CSAT, Churn) to inform product enhancements. Created, managed, and presented data-driven insights through dashboards using Excel and Power BI. Implemented action plans to increase engagement, process efficiency, and improve results. Mapped entire E-commerce journeys to enhance customer experiences and optimize internal processes. Supported onboarding of new employees and contributed to continuous team management and development. Monitored the 'Reclame Aqui 1000 Editora do Direito' project to track customer feedback and prioritize the next actions.

Managed a High Touch B2C client portfolio, providing personalized service and strategic insights to Product Managers. Created comprehensive customer journeys for the new company app, integrating feedback into product development cycles. Played a key role in the Employee Experience Committee to enhance internal processes. Collaborated with the Product Manager team to provide customer experience insights, contributing to the creation of new workflows and product features.

Digital consultant for schools in the client portfolio. Monitoring the initial steps of the client (Onboarding). Technical support for clients using the digital platform (SaaS model).