Fabyola Alves
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Customer Experience | Customer Success | Customer Support | B2B B2C SaaS
Brazil
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Customer Success & Account Manager (Linktree)InfluxMay 2024 - Current (1 year 4 months)- Delivered premium B2B support and account management for 140+ clients. Managed accounts and client data while coordinating internal projects and communication using tools like Airtable, Intercom (integrated with AI tools such as Fin and ChatGPT), Retool, Notion and Slack. - Managed subscription life cycles, led contract renewal negotiations, billing inquiries and drove account expansion by identifying opportunities for upselling and cross-selling. - Reduced churn through personalized engagement and custom solutions. - Multi-channel support (e-mail, chat) with a focus on customer retention, feature adoption and feedback collection. - Creation of personalized Loom videos with best practice advice and led onboarding calls to increase long-t- Customer Support Specialist (Linktree) verified_user Verified experienceInfluxFeb 2023 - May 2024 (1 year 4 months)- Provided email and live chat support using Intercom (integrated with AI tools such as Fin and ChatGPT). - Identified, reported, and troubleshooted bugs; often developed workarounds and shared solutions to improve team resolution. - Managed billing-related inquiries, including cancellations, clarifying and resolving dunning issues, and overseeing general subscription management on Chargebee. - Provided insights on SEO as a paid feature, guiding users on editing their metadata and offering tips for writing effective meta descriptions, enhancing their overall experience with the platform. - Trained and onboarded new agents; led internal sessions to improve CSAT and performance. - Consistently exceeded KPIs in 70% and maintained high CSAT (+
- Customer Service Agent verified_user Verified experienceInfluxMay 2022 - Jan 2023 (9 months)- Provided multichannel support via phone, chat, and email, ensuring a seamless customer experience. - Supported US-based e-commerce and tech clients during peak seasons, demonstrating adaptability and efficiency in high-pressure situations. - Utilized Zendesk and Salesforce for effective issue tracking and workflow optimization, contributing to improved service delivery. - Consistently met and exceeded all KPIs, including response time, resolution rates, and customer satisfaction (CSAT) scores. - Leveraged Google Drive as a key tool for storing and managing important files, enhancing team collaboration and access to essential documents. - Regularly used Slack for cross-functional team communication.
- Quality Assurance TesterTester WorkMar 2022 - May 2022 (3 months)Performed thorough QA testing, including bug reporting, test case execution, exploratory testing, and validation of new features to ensure product reliability and optimal user experience.
- Translation AssistantRevista OperaFeb 2020 - Jan 2022 (2 years)Translation of journalistic articles from English to Portuguese.
- BE-commerce ManagerBellestiSep 2016 - Nov 2019 (3 years 3 months)- Managed full-cycle online trade operations, including inventory, sales, and customer relations. - Developed and executed social media marketing strategies that increased engagement and drove sales growth. - Managed content for a WordPress blog, including posting articles and basic layout adjustments.
- Bilingual Client Support ManagerRegusMar 2015 - Jul 2016 (1 year 5 months)- Coordinated front desk operations and managed office bookings, maintaining consistent communication with corporate clients. - Managed ongoing client accounts with fixed contracts, delivering daily support to ensure efficient operations and client satisfaction. - Delivered multi-channel support to corporate clients via phone and email and engaged them to better understand their needs. - Streamlined after-sales and administrative processes, enhancing the overall client experience. - Acted as a key liaison between clients and internal departments (finance and commercial), ensuring alignment of services. - Built long-term, trust-based relationships with clients, contributing to ongoing retention and satisfaction.
Education
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- ClickUp Essential TrainingLinkedInMay 2025Get a walk-through of best practices for creating and editing tasks as well as monitoring pages for non-list information, including how to work with different page views, edit ClickUp documents and whiteboards, and embed content from websites, YouTube videos, and elsewhere.
- IEmail Marketing Professional Certificate by Intuit MailchimpIntuit MailchimpMay 2025
- MCareer Essentials in Project ManagementMicrosoftMay 2025
- Social Media Marketing Professional Certificate by HootsuiteHootsuiteApr 2025
- Customer Success Foundations Professional Certificate by ChurnZeroChurnZeroApr 2025
- FMaster's degree, SociologyFederal University of CearaMar 2022 - May 2025 (3 years 3 months)Activities and societies: Member of the Center for Studies in Economy, Technology and Society (NETS), a research group that develops interdisciplinary studies related to themes in the field of human sciences, particularly studies on the intersections between Economy, Technology and Society. My dissertation explores the societal impacts of artificial intelligence.
- Bacharelado, MarketingEstácioJan 2015 - Dec 2017 (3 years)The Marketing course at Estácio has subjects on management and strategies in the area, focusing on market research and analysis of consumer profiles.
Awards
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- Innovator of the Year 2024InfluxDec 2024For creativity and forward-thinking ideas
- Certificate of ExcellenceInfluxFor your outstanding performance