Fernanda Paszinski Moreira

Experience

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  Hospital de Clínicas de Porto Alegre (HCPA)

  Jun 2013 - Dec 2013

  Marketing Communications Intern

  - Provided support in the organization and coordination of events.- Created and maintained mailing lists.- Coordinate graphic material production (visuals, banners, flyers) and provided support in writing articles for the external website and intranet.- Contacted suppliers to place orders for items required for events.

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  Laureate International Universities

  Jul 2015 - Sept 2021

  - Supervised a team of 35+ call center representatives handling B2C customer service, leading by example and responsible for their day-to-day activities and performance.- Managed the hiring process, created training materials, conducted training sessions, and closely monitored the onboarding process.- Participated in a project to digitalize customer service, aiming to reduce in-person interactions and increase the utilization of digital channels.- Assisted in creating brand chatbots by writing customer interaction commands and contributing to the development of chatbot personas.- Implemented quality monitoring, leading to more accurate feedback and increased recognition of top talents within the team.Achievements:- Increased positive reputation of the brand's profile on “ReclameAqui” (a famous consumer complaint platform in Brazil).- Reduced the number of discounts applied in sales, resulting in increased revenue.- Achieved a higher retention rate compared to the previous year.- Received first place in the company's recognition award for creating and implementing a new customer relationship model. Show less - Identified and qualified cross-sell and up-sell opportunities and worked with the sales and marketing teams to grow revenue from existing customers.- Sent SMS messages and conducted email marketing campaigns to engage with customers.- Handled customer inquiries and concerns, managed complaints and troubleshot significant customer service problems.- Prepared relevant reports for the senior management translating the customer success strategy into deliverable objectives.- Assisted the customer with the adoption of products in a way that helps on their journey to achieve their desired business outcomes. Show less

  • Customer Service Supervisor

    Feb 2020 - Sept 2021

  • Customer Support Specialist

    Sept 2019 - Feb 2020

  • Customer Service Representative

    Jun 2018 - Sept 2019

  • Customer Service Associate

    Jul 2015 - May 2018
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  Ânima Educação

  Aug 2021 - Mar 2022

  Customer Success Lead

  - Managed Customer Success activities and constantly liaised with Sales and Marketing teams, working aligned with their goals and defining marketing campaigns.- Analyzed customer care metrics and monitored main business KPIs to identify areas for improvement and optimize the customer journey.- Managed the customer onboarding end-to-end experience, planning and coordinating projects.- Collaborated with the marketing team to plan, execute, and analyze campaigns in order to drive continuous improvement and leverage financial results.- Planned and coordinated events to strengthen brand presence and leverage new course subscription rates and customer experience.- Assisted the marketing team in creating landing pages and writing content to generate more lead conversions.- Created and executed strategic initiatives focused on customer retention, including digital promotional campaigns across multiple channels (email, SMS, push notifications) using the CRM intelligence tool. - Presented analyses and monthly results in management meetings.- Actively researched industry trends to bring new ideas and applications to the company.Achievements: - Drive transformational initiatives, identifying and implementing improvements in customer experience, reducing unnecessary interactions, and leveraging high-quality customer experience.- Identified and implemented new customer service strategies, resulting in a significant decrease in complaints and increased customer satisfaction. Show less

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  QuintoAndar

  Mar 2022 - Mar 2023

  Customer Experience Team Leader

  As the Customer Experience Team Leader at QuintoAndar, the largest real estate ecosystem in Latin America, I excel in leading the day-to-day operations within my +20 analysts team. I leverage my expertise to monitor team performance, providing actionable feedback, coaching, and support to drive continuous improvement. By solving key operational needs and fostering a culture of growth, I empower my team to achieve their full potential.I take ownership of customer issues, collaborating closely with Product, Operations and Engineering teams to drive product improvements and ensure customer expectations are not just met, but exceeded. By supporting my team in providing accurate and efficient resolutions to complex issues, I foster a culture of excellence and innovation.I actively participate in various projects, leveraging my expertise to contribute to organizational growth and success. By assuming ownership of assigned projects, I ensure seamless execution and delivery of impactful outcomes. Show less

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  Cobee

  Dec 2023 - Jun 2024

  CX Specialist

  As a Customer Support Specialist at Cobee, a Spanish fintech startup, I play a crucial role as the first point of contact, enhancing the overall satisfaction and loyalty of B2B customers.With a deep understanding of our product and a keen focus on problems solving, my primary mission is to investigate the root causes of incidents, collaborating seamlessly with the product team to ensure prompt and effective resolutions. Bridging the gap between customer needs and product capabilities, I forge strong partnerships with our product team, facilitating seamless communication and alignment to drive continuous improvement.💡In my journey within the vibrant fintech landscape, I've not only honed my skills in resolving customer queries but also cultivated a profound understanding of financial services. Collaborating closely with the operations team, I've delved deep into the complexity of the industry, gaining invaluable insights that enrich my operational capabilities. Show less

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  ILovePDF

  Jun 2024 - now

  Customer Support Specialist