Possesses 18 years of experience in managing multidisciplinary teams and facilitating various projects across Relationship, Sales, After-sales, Retention (Churn Control), and Customer Success functions. Demonstrated expertise as a SCRUM Master, involving active participation in daily meetings, planning sessions, retrospectives, and reviews, alongside adept communication and obstacle removal to promote self-responsibility within teams. Achieved successful project implementations in areas such as Telecom, IVR systems, Web Chat platforms, Whatsapp, and Chatbots, notably accomplishing an 89% retention rate of inquiries at the launch of chatbots by coordinating cross-functional contributions in content production.Additionally, developed a Relationship Ladder and redesigned the sales funnel, resulting in a 10% increase in customer satisfaction, the achievement of proposed NPS targets, and a sales boost of up to 40% through effective team training and strategic process enhancements.
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