Summary

More than 15 years of experience in Customer Relationship Management, Customer Care Center, Market Research, Marketing 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