Pedro Guilherme Portela Machado Arroio

Customer Success Manager B2B

Docplanner

Sep 2021 - Current (4 years 8 months)

Management of a portfolio with 100+ medium and high complexity clients, ensuring assertive results Development of retention and upselling strategies Regular contact through personalized meetings and in-person training Defining clear processes for problem solving and continuous improvement Structuring the product knowledge base to optimize support and customer experience Creation and implementation of performance metrics (KPIs) for monitoring performance Monitoring usage and satisfaction metrics to identify opportunities for improvement Creation of relationship reports, highlighting strengths and areas for improvement Development of materials for internal and customer training Training to adapt the portfolio to the system and maximize produc

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Trainee

Meditais

Feb 2021 - Sep 2021 (8 months)

Mapping and classifying potential investors Mapping and classification of public notices Preparation of presentations and slides

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Tour guide

May 2018 - Sep 2021 (3 years 5 months)

Coordination of large groups on different types of itineraries, ensuring organization and punctuality Conflict management and adaptation to different customer profiles, ensuring a harmonious environment Making quick decisions in challenging situations, demonstrating leadership and control. Fluid communication in multiple languages, ensuring accessibility and comfort for different customer profiles

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Logistics operations manager

Alliança Tourism Carnival

Jan 2016 - Jan 2022 (6 years 1 month)

Coordination of logistics for vans, guides and passengers at Marquês de Sapucaí Ensuring efficient arrival and departure flow to optimize the customer experience Development of strategies for organized and agile traffic Implementation of structured processes to optimize operations Team management and delegation of functions for greater efficiency Acting under high pressure and stressful situations, ensuring flawless operations

Pedro Guilherme Portela Machado Arroio

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