Fernanda S.Data Analyst
Skills
Customer Success Analyst and student of IT Management and Cloud Computing Technology with experience in the technology and communication market since 2018. Demonstrates a passion for enhancing customer journeys and leverages digitalization to simplify and improve user success.
Product Owner
8/1/2022 - Present
Oversaw products intended for the team, actively participating in the construction of the Roadmap and OKRs for macro results. Built and supported teams with comprehensive materials and training sessions. Collaborated with the Scrum Master to create and conduct ceremonies such as sprint planning, daily stand-ups, retrospectives, and reviews. Provided support and assistance to the Design/UX team, while monitoring and creating the squad's boards for task tracking. Selected priorities based on customer needs and internal objectives, applying agile methodologies consistently throughout processes.Relationship Analyst II
10/1/2018 - 6/1/2021
Provided customer service and monitoring for critical clients, utilizing data analysis to enhance the experience of detractor clients. Supported Social Media customer service on platforms including Twitter, Facebook, and Instagram, while also managing direct customer service through the 'Reclame Aqui' channel. Developed training programs and articles to better assist internal teams, and regularly monitored Net Promoter Score (NPS) and other customer feedback metrics. Played a key role in developing solutions and implementing internal improvements across various teams and the Customer Front.Relationship Assistant I
3/1/2018 - 10/1/2018
Provided active and receptive customer service, effectively supporting the connection between the client base and the company with a focus on customer retention. Monitored client registrations to assist with doubts and needs related to plans and their usage. Contributed to the achievement of the team's Key Results, aligning efforts with the overall goals of the company.Customer Success Analyst III
3/1/2018 - Present
Developed proficiency in onboarding clients for both Cloud and VPS environments. Monitored and analyzed the health of company products, collaborating closely with Development and Product Owner teams to enhance processes and products. Focused on Net Promoter Score (NPS) with daily analyses and implemented actions to improve the score. Conducted Welcome training sessions. Partnered with the Marketing team to execute live sessions, success stories, and customer delight projects. Enhanced skills in data analysis using PowerBI, Metabase, PipeRun, and Track.
Computational Physics at Federal University of Rio Grande do Sul
2012 - 2016Information Technology Management at Cruzeiro do Sul University
2020 - 2024Bachelor of Cloud Computing Technology at Anhanguera Educacional
2023 - 2026Product Owner at Innovative Courses School
2023 - 2023Agile Methods at Innovative Courses School
2022 - 2022
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Hire Fernanda S.
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