Resume
Summary
More than 20 years of experience in Customer Relationship Management, Customer Care Center, Market Research, Business Intelligence, Promotion initiatives and Internal Communications mainly focused on Healthcare and Education industries. I have managed projects, budget, spends, suppliers and audits in large companies.
Skills
• Analytical thinking
• Creativity/Innovation
• Training
• Leadership
• Communications and Relations
• Self-management
• Project Planning/Control
Professional Experience
Customer Relationship Management
• Customer care centers from scratch in companies with over USD 40 million in year sales
• CRM platform implementation: analysis, design, workflow, training, deployment and maintenance
• Automation and consolidation of consumer contact tools (call center, mail, web, social media)
• Help desk integrations for end users
Marketing
• Launched product websites, e-commerce, and other digital marketing assets: planning, developing, content approval, localization, launch, analytics• Budget planning for SEM
• Loyalty programs
• BTL, promotions, contests, direct to consumer initiatives
• E-mail marketing, newsletter projects
Business Intelligence
• KPI’s Analytics
• Projects for data accuracy optimization
• Quantitative research surveys
• Research for primary sources of information
• Use of data extraction, transform and load tools (ETL) to improve process time
• Web development for surveys, and other data tools
Management
• Business Excellence certifications
• Audits related to Internet assets, Data Privacy, consumer data, primary and secondary sources of information
• Training for Quality complaints, Adverse Events, CRM, Compliance for consumers and internal employees
• Internal communications tools (Intranet, digital signage, corporate news)
Media
• Event planning, budgeting, talent booking, ticket sales, marketing, production
• Graphic design, branding & logo guidelines
• Live streaming / webcast events
• Photo, Audio & Video production
• Live social events, DJing