Experience

• 

  Universidade presbiteriana mackenzie

  Jan 2010 - Jan 2010

  Internship

  Neuroscience Laboratory

• 

  Universidade presbiteriana mackenzie

  Jan 2011 - Jan 2011

  Internship

  Virology Laboratory

• 

  Colégio dante alighieri

  Jan 2012 - Jan 2012

  Internship

  Museum Technical Assistant

• 

  National aquarium

  Jan 2013 - Jan 2013

  Internship

  Trainee AquaristPlanned and implemented a research project on animal behavior and enrichment, focusing on operant conditioning with positive reinforcement.Assisted in ensuring animal welfare and maintaining behind-the-scenes facilities.

• 

  Medlab - icare group

  Jan 2014 - Jan 2017

  Technical sales representative

  Sold laboratory analyses for product quality control, managing customer portfolios and commercial prospecting.Prepared and negotiated commercial proposals and contracts, with regular client visits and follow-ups.Kept up-to-date with relevant industry norms and resolutions.Assisted in content creation for periodic company newsletters.

• 

  Max planck institute for marine microbiology

  Jan 2018 - Jan 2019

  Research assistant

  Microsensor groupDeveloped methods for arsenic analysis and co-authored a published article in Science of the Total Environment Journal.Planned and implemented data organization strategies.Assisted in supervising the laboratory course "Ecophysiology of Marine Microorganisms" in Bremen University Marine Biology Master Program.

• 

  Borderless360

  Jan 2020 - Jan 2022

  Operations team lead (europe)

  Led European customer success team.Facilitated onboarding for new B2B customers.Managed insurance, reducing tickets by 90%.Handled accounting tasks including supplier invoices and refunds.Coordinated warehouse operations t in the UK and NL, aligning processes with customer needs.

• 

  Paro

  Jul 2022 - now

  Responsible for the development, creation, and output of the renewal process at Paro through collaboration with our Salesforce engineers and Sr. Operations Manager of Customer Success.Increased renewal rates in 27% within one quarter through strategic optimization of the renewal lifecycle management, including system automation, tracking, and communication strategies.Successfully collaborated with Sales and Customer Success teams coordinating efforts to mitigate risks and identify cross-selling and upselling opportunities, expanding FSV in existing accounts.Led system enhancement with Salesforce engineers and internal product team, to support expansion efforts. Show less Led and mentored the project support team, conducting regular quality reviews and providing coaching to ensure adherence to best practices and processes.Established Salesforce reporting to provide daily KPIs to upper management, enhancing data-driven decision making for the PS Team.Directed the maintenance and improvement of the Project Support Portal HUB, optimizing new hire onboarding processes to reduce ramp-up time and increase team productivity.Worked cross-functionally with Rev Ops, Project Support, Customer Success and Salesforce engineers to identify gaps in existing processes and implement solutions.Conducted QA testing on new Salesforce features to ensure full functionality pre-deployment.Led a cross-functional initiative with the Expert Operations Team and Salesforce engineers to improve the expert escalation process by creating a dedicated case/ticketing system. Show less Supported the Digital Success experience of clients and experts by providing answers and solutions to their daily questions through the ticketing system. Ensured momentum throughout the lifetime of the projects leveraging daily data through PowerBI and real-time feedback (Qualtrics).Actively reviewed Customer Success and Project Support Salesforce needs with stakeholders to increase automation and functionality by working closely with Salesforce engineers.Reviewed and created process and workflow documentation in a central repository for company visibility - Project Support HUBCreated training and enablement in Workramp for onboarding new hires.Provided exceptional support on escalated issues regarding client and/or experts increasing satisfaction and retention in our marketplace. Show less

  • AR Accountant

    Oct 2024 - now

  • Renewal Operations Manager

    Feb 2024 - Feb 2025

  • Senior Project Support Specialist (Team Lead)

    Apr 2023 - Feb 2024

  • Project Support Specialist

    Jul 2022 - Apr 2023