Bilingual professional in service marketing with more than 13 years of experience, including 5 years as an executive manager and consultant in the customer experience industry. Her objective is to promote organizational growth by helping companies from all sizes and every sectors achieve customer care excellence.
Passionate about customer service, proficient at mapping the customer journey, driven by elaborating the best HR strategies to drive the employees’ customer focus (HR marketing), always looking to integrate new technologies in customer delivery settings (CRM, Customer Contact Center program, E-commerce), and rigorous at aligning strategic planning with operational activities for customer experience delivery.
Result-oriented, her vision is to implement innovative and engaging strategies that will be attractive to employees, while helping the organization maximize its customer focus and achieve its objectives.
- Service marketing analyses and strategic planning;
- Customer experience optimization (multi-channel & omni-channel);
- Employees management in Customer Contact Center (More than 200 employees);
- Business development (Key note speaker, request for proposals, representation);
- Return on investment of customer service initiatives.