Cátia Hofelmann

Senior Customer Success Analyst

Zenvia

Aug 2021 - Current (5 years)

Key account customer portfolio management. Participation in the strategic construction of operations and metrics to boost Gross MRR and reduce Net Churn. Continuous analysis aimed at optimizing the customer journey and their engagement with the purchased products. Opening new business possibilities to maintain the client's health score at an increasing level (a set of metrics that enable a customer health rating). Strengthening the relationship between customers and Zenvia brands through an assertive and proactive contact. Management of large enterprise projects and handling enterprise-level customer accounts in Brazil, like: Santander, Casas Bahia, Banco Carrefour, Havan, Magalu, CVC,Sicredi, BRB Card, Ambev and others , overseeing a month

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Customer Success Analyst

GoFindOnline

Jan 2020 - Jul 2021 (1 year 7 months)

Key Account management with a focus on leveraging results and achieving goals. Presentation of the products to clients of large accounts, optimizing their engagement with the tools and periodically; Presenting the results they have acquired; Benchmarkings aiming solid improvements in the processes and strategies areas; Analysis and prevention of churn; Execution of action plans for engagement and customer; retention; Training application to new customer (Onboarding); New products presentation and recycling of training(Ongoing);

Ombudsman

ContaAzul

Jan 2018 - May 2019 (1 year 5 months)

Management of the Ombudsman, winning the RA1000 seal in Reclame Aqui. . Training aplications for new customers ( onboarding); Development of Healthy Customer Relationship; Evaluation and analyzes of customer Needs; Promoting Customer Loyalty; Promoting best use of tools to reach best performance.

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Customer Success

Apr 2016 - Apr 2019 (3 years 1 month)

Consultancy and training to customers via email, chat and telephone with the aim of engaging and reducing churn. Developing of Healthy customer relationship. Evaluation and analyzes of customer needs. Promoting Customer Loyalty, promoting best ways to use of tools to reach best performance with de ContaAzul solutions.

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Support Analyst

Jun 2013 - Apr 2016 (2 years 11 months)

Customer service through chat, telephone and email channels.

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