Customer Success Support

CLEIDYANNE CASTRO PEREIRA

João Pessoa, Brazil • *********@*****.*** • +55-85-987**-****

• linkedin.com/in/cleidyanne-castro-pereira-612506160/ PROFESSIONAL EXPERIENCE

EHUB LANGUAGE CO. (EDTECH – REMOTE – FULL TIME) Brazil Customer Success Support Manager 2021-2024

Enhanced client relationships and improved service delivery through team leadership and cross-departmental collaboration.

Customer Satisfaction: Elevated satisfaction scores by 30% through strategic leadership.

Team Leadership: Cultivated a high-performing staff with targeted training, increasing satisfaction metrics by 25% and reducing response time by 15 minutes.

Client Retention: Maintained a 95% rate by forging strong client relationships and offering strategic assistance.

Problem Solving: Cut ticket resolution time by 40%, boosting service efficiency.

Upsell Opportunities: Collaborated with product and sales sectors to grow upsell opportunities by 20%. CNA (HYBRID - FREELANCE) João Pessoa, Brazil

English Language Specialist 2022-2024

Created customized language programs and delivered impactful instruction, enhancing student communication and cultural understanding.

Student Progress: Advanced 160 out of 200 students at least one language level in a semester through engaging lessons.

Assessment Development: Created assessments that raised student performance ratings by an average of 12 points.

LIQ (REMOTE – FULL TIME) João Pessoa, Brazil

Customer Success Support Agent 2020-2021

Delivered high-quality assistance and collaboration to ensure seamless customer experiences.

Service Understanding: Applied knowledge to cut customer escalations by 20%.

Feedback Analysis: Collected and analyzed customer insights, leading to a 30% service quality refinement.

Performance Excellence: Surpassed targets with a 15% faster response time and a 90% satisfaction score. INFLUX CO. (ON SITE – FULL TIME) Fortaleza/João Pessoa/Recife, Brazil Customer Success Support Coordinator 2016-2020

Boosted client contentment through productivity onboarding and issue resolution, guided by a data-driven approach.

Onboarding Success: Achieved a 98% satisfaction rate through streamlined operations.

Rapid Resolution: Resolved 95% of inquiries within 24 hours, optimizing client loyalty. QSORRISO DENTAL OFFICE (ON-SITE – FULL TIME) Fortaleza, Brazil Front Office Manager 2015-2016

Streamlined operations and enriched patient experiences by optimizing workflows and supervising staff.

Patient Coordination: Scheduled over 100 appointments weekly, cutting patient wait times by 15 minutes and achieving a 4.8 out of 5 satisfaction score.

Administrative Oversight: Managed billing and insurance for 500+ patients monthly, reducing errors by 10 per month.

Efficiency Optimization: Streamlined workflows, cutting administrative tasks by 2 hours daily and boosting productivity.

EDUCATION

UNIVERSIDADE ESTADUAL DA PARAÍBA João Pessoa, Brazil Bachelor of International Relations 2011-2015

ADDITIONAL INFORMATION

Skills: Customer Relationship Management (CRM) Systems; Issue Resolution; Communication; Data Analysis; Data Entry; Team Collaboration; Onboarding and Training; Appointment Scheduling Systems; Office Equipment Proficiency; Customer Service Excellence; Home Office Technology; Self-Management; Remote Communication Tools; Remote Collaboration.

Languages: Fluent in Portuguese (native) and English; Conversational Proficiency in Spanish.

Certifications: TESOL (2024).

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