Igor Alvim

Experience

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  HelpSaude

  Sept 2013 - Feb 2014

  Customer Service Trainee

  ● I increased the efficiency of the customer service department by 15% with standardized and agile responses.● Managed content on websites and social networks, increasing organic reach by 25%. ● Provided technical support and customer service with a high level of empathy. ● Organized Excel spreadsheets for weekly performance reports. ● Updated information on digital channels, ensuring clear and precise communication. ● Assisted in the creation of processes to optimize the service flow. flow. ● Documented customer feedback to improve services and products offered. ● Monitored service metrics to identify bottlenecks in the process. ● Solved problems related to scheduling, improving the customer experience. ● Trained the team in the use of new service tools and systems. ● Automated part of the support processes to reduce response times. Participated in strategic meetings for continuous improvement of the ● SAC. ● Developed good practice guides to standardize service. ● Managed the database to ensure integrity and accessibility. ● Supported social media engagement initiatives to increase reach. Show less

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  Cultura Inglesa - RJ, DF, GO, ES e RS

  Mar 2014 - Sept 2015

  Marketing Intern

  ● Increased engagement in e-mail marketing campaigns by 49%, resulting in greater lead capture. ● Developed and managed detailed briefings for advertising campaigns. ● Executed campaigns on Google Ads and Facebook Ads, increasing website traffic by 55%.● Used CRM tools to segment and analyze customers. ● Updated content on the website to ensure relevant and attractive information. ● Monitored campaign performance using Google Analytics. ● Planned communication strategies based on the target audience's behavior of the target audience. ● Created monthly reports to analyze results and optimize campaigns.● Conducted market research to identify opportunities to attract students. ● Managed the database, ensuring efficient segmentation. ● Developed actions for student retention and loyalty, increasing the renewal rate by 23%. ● Supported the sales team with strategic insights into the leads generated. ● Participated in alignment meetings to define digital marketing strategies. ● Adjusted campaigns in real time based on results obtained. ● Expanded the target audience's interaction with the company's digital channels. Show less

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  Match Group

  Sept 2016 - Jun 2018

  Customer Service Trainee

  ● Improved customer experience by 30% by implementing a continuous feedback channel. ● Reduced the response time for queries on social networks by 22%. ● Provided customer service via email and social media, ensuring agile solutions. ● Developed quality reports based on feedbacks ● received on social networking applications. ● Monitored customer experience improvement projects, monitoring essential KPIs. ● Documented good practices to ensure standardization of customer service. ● I helped create campaigns to engage and retain users. ● Managed communication with users about updates and new features. ● Solved technical problems in relationship applications, increasing the solution rate. ● Collaborated with internal teams to ensure consistency in customer experience. ● Organized databases in the CRM to facilitate the analysis of behaviors. ● Identified gaps in service processes and proposed strategic strategic improvements. ● Conducted training on internal tools to optimize interaction with customers. ● Created procedures for efficient escalation of more complex cases. ● Ensured the consistency of information transmitted to users across all channels. Show less

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  Cat Club

  Sept 2019 - Mar 2020

  Customer Service Assistant

  ● Raised customer satisfaction with quick and personalized responses on social media, increasing engagement by 20%. ● Guaranteed stock accuracy and availability, optimizing logistics. ● Provided multi-channel customer service, resolving queries and problems via e-mail and social networks. ● Managed stock control using internal tools for real-time tracking. ● Created strategic content for e-commerce, boosting sales by 15%. ● Developed product descriptions that improved the conversion rate on the site. ● Resolved operational bottlenecks that impacted sales flow. ● Optimized customer service processes, reducing the average resolution time. ● Developed promotional campaigns for the launch of new products in e-commerce. ● Managed the organization of data in Excel spreadsheets, ensuring the integrity of the information. ● Identified trends in purchasing behavior to help define commercial strategies. ● I worked on creating pre-formatted responses to optimize customer service. ● Trained the team in good customer service practices to ensure quality support.● Monitored sales and engagement metrics to identify opportunities for improvement. ● Increased customer loyalty by personalizing service according to feedback received. Show less

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  Meca Fix Assistência Técnica

  Oct 2020 - Mar 2022

  Customer Success Assistant

  ● Implemented retention strategies that reduced churn by 18%. ● Increased customer satisfaction by 24% with constant feedback on the customer's journey. ● I carried out complete monitoring of the customer journey, identifying points of friction. ● Use tools such as RD Station and Trello to manage customer support projects. ● Created analytical reports to generate insights into retention and loyalty. ● Developed automation flows to optimize customer service and support processes. ● Provided personalized support on social networks to resolve doubts and problems. ● Monitored data in Excel to analyze customer behavior patterns. ● Trained the team in good relationship and customer service practices. ● I worked on building cross-sell and upsell strategies in order to maximize revenue. ● Used Bling to manage data and optimize deliveries to the end customer. ● Implemented improvements to onboarding processes, reducing initial abandonments. ● I monitored metrics such as NPS and CSAT to identify points of improvement. ● Structured the knowledge base to ensure quick and accurate responses. ● I helped integrate SaaS tools to optimize the customer experience. Show less

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  MM12

  May 2022 - Jun 2023

  Customer Support Assistant

  ● I increased the first contact resolution rate (FCR) by 30%, improving the customer experience. ● Increased the accuracy of management reports, increasing operational efficiency by 20%.● Provided technical support on Digisac and Zendesk platforms, ensuring agility in resolving queries. ● Managed interactions with suppliers and partners to align delivery expectations.● Created and optimized Excel spreadsheets to monitor service indicators. ● Worked in the back office to resolve critical problems with Firebase support. ● Analyzed service metrics, proposing improvements to operational processes. ● Documented standard procedures to improve customer support efficiency. ● Resolved critical SLA problems, ensuring compliance with deadlines. ● Trained new team members in customer service processes and use of tools. ● Developed performance reports to measure service quality. ● Increased customer engagement by developing more humanized and personalized responses. ● Automated operational flows using CRM platforms, improving productivity. ● Managed escalation processes to resolve complex cases quickly. cases quickly.● Participated in strategic meetings to continuously improve the customer experience. Show less

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  Spot Metrics

  Jul 2023 - Aug 2024

  Customer Success Analyst Jr

  ● Managed a portfolio of strategic clients and increased the satisfaction index (NPS) by 36% in 6 months. ● Reduced the average problem resolution time by 27%, optimizing service flows.● Carried out personalized onboarding for new clients, ensuring initial retention of over 94%. ● Use the Freshdesk platform to monitor tickets and ensure compliance with SLAs. ● Analyzed and developed customized solutions for complex customer demands complex customer● Implemented engagement campaigns that increased the response rate by 20%.● Created detailed reports in Aiming CRM, optimizing the visualization of key metrics. ● Monitored performance indicators to identify opportunities for improvement. ● Resolved operational bottlenecks, resulting in a 15% drop in support complaints.● Developed automations via Guru Sales to streamline consultative sales processes.● I carried out periodic evaluations of the customer journey, increasing perception of value.● Personalized SMS and e-mail marketing campaigns based on data analysis. ● Continuously monitored customer needs to improve retention. ● Optimized team workflows using tools such as Action and Guru. ● Identified cross-sell and upsell opportunities, generating a 20% increase in revenue from active clients. Show less

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  Curseduca

  Oct 2024 - now

  Support Analyst N1

  ● I increased the customer satisfaction rate (CSAT) by 22% through proactive and resolute service.Reduced ticket response times by 30%, ensuring agile first-level support.● I provide multi-channel customer service, solving technical and operational queries in a personalized way.● I manage internal communication via Slack to ensure the smooth exchange of information between the Support, Product and Development teams.● Monitoring and recording demands in Jira, ensuring the correct follow-up and resolution of tickets.● I carry out system integrations, helping clients to connect the platform to ERPs, CRMs and other external tools.● I actively participate in the execution of CSAT surveys to measure and improve the customer experience.● I manage custom domain edits and configurations for clients on the platform.● Registering and organizing data in HubSpot, ensuring the integrity of service and support information.● Solved bottlenecks in the service flow, resulting in a 25% improvement in the resolution time of critical tickets.● Collaborated with internal teams to prioritize and resolve bugs, ensuring a smoother user experience.● I implemented a systematic feedback process between areas, optimizing communication and operational efficiency.● I worked on configuring API integrations to ensure the platform's compatibility with external services.● Supported the Onboarding team with technical information during the implementation of new clients.● Developed standard procedures (playbooks) for N1 service, reducing errors and increasing the standardization of responses. Show less