Livia Peigas

Experience

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  MJV Innovation

  Dec 2010 - May 2017

  Managed 20 innovation and IT projects per month, ensuring on-time delivery and error-free execution for large clients.Increased customer retention by 25% by developing a Customer Success Program focused on NPS and Customer Feedback.Implemented cross-sell and upsell strategies, driving a 30% increase in recurring revenue.Spearheaded the creation and development of the Account Based Marketing (ABM) area, aligning marketing and sales strategies to enhance lead generation and engage key accounts. Show less

  • Customer Success Manager

    Jan 2013 - May 2017

  • Customer Success Specialist

    Dec 2010 - Nov 2013
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  Oticas Bandeira

  Jun 2017 - Dec 2021

  Head of Customer Success

  Designed a unique customer experience program at Oticas Bandeira, integrating personalized consultations and follow-up services; this initiative resulted in a 40% increase in customer retention within the first six months.

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  MJV Technology & Innovation

  May 2018 - Aug 2022

  Customer Success Director

  Managed an annual revenue portfolio of R$40 million, fostering long-term partnerships with high-value clients, such as IDB Bank, Essilor, Loreal, Coca-cola, Bradesco Bank & Insurance.Secured and maintained relationships with 5 new enterprise clients, each with revenues exceeding R$1 billion, by aligning Customer Success initiatives with business objectives.Reduced churn by 18% by implementing a structured onboarding process, improving adoption rates, and strengthening customer relationships.Collaborated with C-level executives, guiding them through the decision-making process and reinforcing value-driven engagement. Show less

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  Self-employed

  Dec 2019 - now

  Psychologist & Career Mentor
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  Bradesco Seguros

  Aug 2022 - Apr 2023

  Customer Experience Manager

  Led initiatives to enhance the customer experience at Bradesco Capitalização, overseeing key projects to improve customer satisfaction and engagement."Reduced project delays by 70% in three months by optimizing workflows and improving cross-team collaboration.Analyzed customer data and feedback to drive data-driven decision-making, improving NPS and overall service quality.Worked closely with cross-functional teams to align strategies and implement new digital support channels, enhancing the customer journey and increasing engagement. Show less

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  MJV Technology & Innovation

  Jan 2024 - Jul 2024

  Associate Director

  Supported the expansion of operations in the US and Canada.Co-created and supported the execution of sales strategies and action plans.Developed long-term strategies for the company, including setting goals and creating plans to achieve them.Organized a networking event for Brazilian executives in Toronto, featuring the presence of the Brazilian Consulate.

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  CanPacific College

  Sept 2024 - Dec 2024

  Sales & Customer Success Manager

  Managed Customer Success and Sales for educational programs, ensuring a structured onboarding process and strengthening client retention.Implemented a strategic follow-up and engagement process, improving student interaction and reducing response time.Introduced Google Suite tools (Sheets, Calendar, and Gmail) to optimize lead management, client segmentation, and enrollment tracking, enhancing efficiency in student relationship management.