Fernanda Pereira Portela

Customer Success Analyst II & Account Manager

Loadsmart

Nov 2021 - Current (4 years 8 months)

• Achieved a 170% increase in Book of Business (BoB) contract revenue while maintaining churn rates below 5% and contributing to a 50+ NPS score. • Led onboarding processes, completing integrations and data setup in under 4 days, driving upsells during the onboarding phase. • Managed churn-risk accounts, improving retention rates through proactive strategies and effective issue resolution. • Executed contract renewals, cross-sell, upsell, and price increase initiatives across four diverse product lines. • Collaborated with cross-functional teams, including Sales, Finance, Product, and Marketing, to implement strategic initiatives. • Gather customer feedback to ensure satisfaction and support long-term account growth.

Onboarding Analyst

Loadsmart

Nov 2021 - Jan 2023 (1 year 3 months)

• Onboarded new customers to the CarrierTMS platform, ensuring seamless integrations and accurate data population. • Delivered onboarding projects within a 15-day timeline, consistently meeting Onboarding OKRs. • Managed a client book during onboarding, identifying upsell opportunities and mitigating downsells.

Customer Success Consultant

Hotmart

Mar 2021 - Nov 2021 (9 months)

• Led customer experience management during platform implementation, helping clients integrate systems into their workflows. • Monitored and improved key success metrics to achieve operational goals. • Designed and refined customer journey processes to enhance user engagement and satisfaction.

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Customer Success Specialist

Reev & Outbound Marketing

Jan 2019 - Jan 2020 (1 year 1 month)

• Developed the Customer Onboarding process to improve initial client engagement. • Implemented churn-reduction strategies, boosting customer retention. • Supported a customer portfolio, ensuring access to necessary tools and driving improvements in Customer Lifetime Value (CLV).

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Sales Development Representative

OCTONI International Business

Aug 2018 - Oct 2018 (3 months)

• Conducted surveys and qualified prospecting lists to identify high-value leads. • Prospected and engaged with customers aligned to the ideal customer profile.

Fernanda Pereira Portela

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