L

Luiz Felipe Melo Nogueira

About

Detail

Customer Success Management / Researcher / Data analysis
Brazil

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Timeline


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Résumé


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  • Udemy
    MANAGEMENT
    Udemy
    May 2024 - Current (1 year 2 months)
    CUSTOMER EXPERIENCE
  • I
    Support manager
    Igaming Industry
    Jan 2024 - Current (1 year 6 months)
  • I
    Customer Support / Local Research Specialist
    IKAG ames - gaming company
    Jan 2023 - Apr 2024 (1 year 4 months)
    Currently working for two international online gaming companies: Customer support via livechat, threads and requests; Supporting areas of the company in creating processes for continuous improvement in service; Researching and analyzing information, including local and global market research, payment solutions, competitors, current landing pages, creatives, affiliate programs, lead generation sources, marketing campaign formats, loyalty programs; Market analysis, customer development, analysis of the competitive environment and analysis of competitors' advantages and disadvantages; Carrying out research into the competition to understand what is happening in the different markets and incorporating their findings into each campaign to obtain
  • S
    Customer Success
    Startup
    May 2022 - Dec 2023 (1 year 8 months)
  • S
    Sales Development / Customer Success
    Jan 2020 - Jan 2022 (2 years 1 month)
    Managing the sales funnel and monitoring KPIs to develop strategies focused on improving processes. Hiring and managing capture, customer service and CRM platforms. Application of agile methodology processes for CX/CS metrics (Churn, NPS, CSAT, CES, CAC, etc). Creating upsell and cross seeling strategies. Support for the Marketing and Operations areas, proposing strategies focused on improving the product. Acting in the expansion process in 7 Brazilian states, structuring and monitoring the software application processes in the contracting companies, their operational functioning, proposing improvements when necessary, offering support to the companies and assisting in the marketing campaigns we carried out.