GABRIELE CAMILO

Experience

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  Lojas Riachuelo S/A

  Apr 2012 - Jul 2014

  Customer Experience Manager

  Led customer service operations for one of Brazil’s largest department store chains, driving customer satisfaction and revenue growth through innovative service strategies.• Increased new credit loans by 300% and acquired 3,600 new retail customers through targeted sales and service initiatives.• Developed and implemented customer service training programs that improved staff performance and increased customer satisfaction ratings.• Reduced customer wait times and improved service delivery by streamlining operational processes across multiple service areas.• Played a pivotal role in recruiting and training over 35 new employees, building a team that consistently exceeded performance goals.• Spearheaded the development of new customer loyalty programs that drove repeat business and increased customer retention.• Collaborated with senior leadership to develop and execute strategic plans that exceeded annual revenue targets Show less

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  Unicred SC/PR

  Jun 2015 - Dec 2017

  Key Account Manager

  Responsible for the establishment, and management of relationships with our current AND new business prospects.• Achieved a 17% revenue increase by expanding the portfolio of existing clients and proactively seeking new business opportunities.• Streamlined internal processes by designing and implementing a new document upload system, reducing the time required for credit analysis by 30%.• Built and maintained strong relationships with key decision-makers in client companies, ensuring alignment with their financial objectives.• Achieved three promotions within 18 months due to outstanding performance in revenue growth and client satisfaction.• Developed customer success plans that helped clients achieve their financial goals, increasing overall portfolio performance and customer satisfaction.• Played a lead role in reviewing and improving internal credit policies, reducing approval times and increasing the bank's overall operational efficiency Show less

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  Sicredi

  Dec 2017 - Aug 2019

  Key Account Manager

  Responsible for overseeing and progressing relationships with our crucial existing clients while concurrently pinpointing new business opportunities.• Increased investments in the client portfolio by 35% through the development of tailored financial solutions and proactive relationship management.• Improved Net Promoter Score (NPS) from 7.8 to 8.6 by implementing a comprehensive customer feedback loop, addressing customer needs promptly and effectively.• Reduced overdue payments by 20% by implementing risk management strategies that focused on early detection of potential defaults.• Expanded the client portfolio by 60%, identifying new business opportunities and strengthening relationships with existing clients.• Played a key role in recruiting and training new commercial assistants, ensuring alignment with the company’s service standards and client expectations.• Regularly reviewed client investments and provided recommendations for optimizing returns, and enhancing client trust and satisfaction.• Forged fresh connections with business owners, resulting in a 35% boost in investments within my portfolio Show less

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  Banco Original

  Sept 2019 - Feb 2021

  Key Account Manager

  Responsible for building and developing our key existing customers and new business. • Onboarded and managed a portfolio of 1,500 enterprise-level customers, driving $400k in new loan operations and increasing user adoption of digital banking services by 35%.• Implemented a customer success program focused on enterprise accounts, which reduced customer churn by 25% and improved contract renewal rates.• Promoted the use of SaaS for financial product adoption, leading to a 15% cross-sell increase across the digital product suite.• Led high-impact workshops on financial solutions and digital banking best practices, enhancing customer engagement and usage of key services by 30%.• Created and delivered a training program for 20 new Key Account Managers, standardizing customer service protocols and improving onboarding efficiency by 40%.• Collaborated with the compliance and risk teams to proactively address customer service issues, ensuring a less than 5% overdue payment rate on a $2MM portfolio.• Represented the "Voice of the Customer" in meetings with product and engineering teams, advocating for customer needs that led to the implementation of new digital features.• Consistently exceeded KPIs by driving user adoption and satisfaction through tailored customer engagement strategies, achieving a 90% NPS score. Show less

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  Tip Top Services

  Dec 2021 - Sept 2023

  Business Development Key Account Manager

  Responsible for searching for the ideal product or service solution for customers.• Successfully managed onboarding and ongoing relationships for 50 new enterprise-level clients, driving a 40% revenue increase through tailored solutions and proactive engagement.• Led workshops on best practices for customer success and adoption, helping clients fully integrate Tip Top’s services and boosting user adoption rates by 30%.• Developed and executed strategic success plans for high-profile accounts, resulting in a 20% increase in contract renewals and minimizing churn.• Proactively managed a revenue portfolio by identifying upsell opportunities, increasing annual account revenue by 25%.• Collaborated with product and marketing teams to influence product development based on customer feedback, resulting in new feature rollouts that improved user satisfaction by 15%.• Created a customer advocacy program, facilitating case studies and success stories, which increased referral business by 40%.• Conducted Executive Business Reviews, aligning with key stakeholders to ensure customer success and strategic alignment, achieving a 95% customer satisfaction score.• Trained and mentored new account managers, standardizing onboarding processes, and improving overall team efficiency by 20%. Show less

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  Tesco Ireland

  Jan 2024 - now

  Line Manager

  Responsible for leading store operations, fostering teamwork, minimizing waste, ensuring cleanliness, managing stock, optimizing customer service, and providing feedback.• Established an inspiring and welcoming environment for colleagues and customers.• Assumed responsibility for the store in the absence of the Store Manager/Deputy Manager.• Ensured team members were fully trained and validated in their roles.• Fostered two-way communication, cultivating a culture of trust.• Acted as a liaison between Tesco management and Brazilian immigrant employees, ensuring clear communication, cultural understanding, and enhanced team integration, leading to improved workplace collaboration and employee satisfaction.• Coached and managed colleagues to optimize their performance and meet daily priorities.• Reviewed reports and systems to implement improvements for customers and colleagues.• Drove a culture of zero food waste, managing date codes to prevent any food suitable for human consumption from going to waste.• Recruited top-tier colleagues passionate about customer service.• Ensured adherence to cleaning specifications by leading by example and overseeing the plan's execution.• Managed stock control activities, optimizing warehouse layout and processes for efficiency.• Investigated incorrect prices, overcharges, refunds, and label routines to ensure accurate customer transactions.• Managed front-end operations to minimize customer queues.• Recognized and provided feedback on colleagues' service performance, addressing any shortcomings promptly. Show less