Karen simoni
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Karen simoni

Karen simoni

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São Paulo, Brazil

Contact Karen regarding: 

work
Full-time jobs
Starting at USD1.3K/month
Flexible work
Starting at USD10/hour
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Finding candidates
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Timeline

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Résumé

Jobs verified_user 0% verified
  • C
    Account Manager
    Credique
    Aug 2024 - Nov 2024 (4 months)
    Managed a portfolio of 57 clients, fostering strong relationships, driving retention, and identifying opportunities for growth. Key Responsibilities: - Client Management: Served as the primary contact for assigned clients, ensuring satisfaction and trust. - Retention & Growth: Developed strategies for client retention, upselling, and cross-selling. - Consultation: Provided tailored insights, solutions, and best practices. - Collaboration: Liaised with internal teams to meet client needs and deliver results, utilizing Google Drive to organize files and collaborate on documents in real time, which streamlined team communication and enhanced project efficiency.
  • M
    Project Manager
    Master Bank
    Jul 2024 - Nov 2024 (5 months)
    - Designed and implemented a customer experience culture across the bank, fostering a client-centric approach that enhanced overall satisfaction. - Integrated cross-departmental teams to deliver unified customer experience strategies, ensuring collaboration and alignment on key initiatives. - Managed strategic projects that significantly improved satisfaction and loyalty metrics, while also overseeing project files and timelines through Google Drive to ensure team alignment and accessibility. - Oversaw WordPress-based content updates, maintaining site structure and design consistency, which contributed to a seamless user experience. - Applied SEO strategies to improve organic traffic and search engine ranking, further enhancing the
  • C
    Senior Account Manager
    Capim
    Feb 2023 - Jul 2024 (1 year 6 months)
    - Enhanced user engagement through tailored training sessions, ensuring clients received personalized support to maximize their experience. - Led upsell and cross-sell initiatives, significantly boosting Annual Recurring Revenue (ARR) and Monthly Recurring Revenue (MRR). - Reduced churn through proactive customer health monitoring, identifying potential issues before they escalated. - Achieved strong contract renewal rates by fostering collaboration and building trust with clients. - Utilized Google Drive for organizing training materials and supporting small-scale project coordination, which streamlined communication and resource management. - Gained exposure to SEO and WordPress through cross-functional collaboration, enhancing my un
  • C
    Customer Experience Consultant
    CX Consulting Service
    Oct 2022 - Dec 2024 (2 years 3 months)
    As a Customer Experience Specialist, my primary focus is to help businesses enhance their customer experience. I work to identify areas where improvements can be made, develop strategies and solutions to address these areas, and implement and monitor the changes over time. My expertise comes from diverse backgrounds in fields such as marketing, psychology, design, and data analytics. I leverage a range of tools and techniques to assess the customer experience, such as customer surveys, journey mapping, and usability testing. My ultimate goal is to help businesses create a more positive and seamless experience for their customers, which can translate into increased customer satisfaction, loyalty, and revenue. Additionally, I utilized Google
  • D
    Customer Success Manager - Key Account
    Doctoralia Brasil
    Nov 2021 - Feb 2023 (1 year 4 months)
    - Ensure that Doctoralia Products are delivering the best value to clients by tracking and forecasting metrics such as NPS, Health Score, Churn, CSAT, MRR, and ARR. - Strong project management skills, including the ability to collaborate with cross-functional teams, analyze data, and develop and implement action plans. - Conduct onboarding training sessions: Over the last few months, 88% of customers were fully engaged in using the product at least 4x a week. - Create reports and conduct quarterly meetings to present results to clients and ensure they are thriving using our solution. - Create an action plan when clients are not achieving the expected results and immediately intervene to prevent churn: After implementing the action plans
  • P
    Key Account Manager
    Pricefy
    Feb 2021 - Nov 2021 (10 months)
    Managed relationships with major Brazilian retailers, including Grupo Ri-Happy, Extrafarma, and Grupo Mateus. Key responsibilities included: - Client Relationships: Maintained strong, long-term relationships with key stakeholders, ensuring alignment with their business needs. - Contract Renewals: Played a pivotal role in securing contract renewals. Negotiated and finalized renewal agreements, ensuring client satisfaction and long-term partnerships. Successfully renewed contracts ahead of deadlines, maintaining continuity and stability. - Team Collaboration: Coordinated with internal teams to ensure seamless project execution. - Performance Monitoring: Regularly reviewed account performance and implemented improvements. - Customer Advocacy
  • W
    Key Account Manager
    Wall Jobs
    Oct 2018 - Feb 2021 (2 years 5 months)
    - Created an effective customer journey (B2B and B2C) using database and CRM tools. - Provided training for clients during onboarding and ongoing processes, achieving over 70% user adoption within the first two weeks. - Implemented research activities to analyze client feedback, enhancing understanding of customer efforts during system access. - Supervised customer success staff to ensure high levels of client satisfaction and support. - Collaborated with the Product Team to create new features for the system, resulting in a 10% increase in LTV within the first year of launching the new feature. - Achieved an 18% revenue expansion compared to the previous period by identifying upsell and cross-sell opportunities. Additionally, utilized
  • E
    Customer Service Analyst
    Enjoei
    Mar 2015 - Mar 2018 (3 years 1 month)
    - I worked to decrease the first response time (FRT) by 40%, resulting in an increase in the Customer Satisfaction Score (CSAT) from 3.6 to 4.8. - Followed up with customers to ensure we resolved all problems as soon as possible. - Worked closely with the product and engineering teams, helping them to identify, investigate, and test fixes for issues and bugs reported by customers. - Acted as the voice of the customers, passing on feedback and the challenges they faced to the Product team, ensuring a continuous improvement cycle. - Utilized Google Drive to organize client materials and track account plans, which facilitated collaboration with cross-functional teams and supported internal alignment, making the sharing of insights and upda
Education verified_user 0% verified
  • E
    Product Management, Information Technology
    Escola DNC
    Aug 2022 - Jul 2023 (1 year)
  • A
    Business Communication Management, Organizational Communication, General
    Anhembi Morumbi University
    Feb 2009 - Jul 2013 (4 years 6 months)
  • A
    Marketing and Social communication, Communication and Media Studies
    Anhembi Morumbi University
    Feb 2009 - Jul 2013 (4 years 6 months)
  • U
    Business Communication Management, Communication and Media Studies
    Universidade Anhembi Morumbi
    Jan 2009 - Dec 2011 (3 years)
Projects verified_user 0% verified