Carlos Casavecchia
Customer Support Manager at Matific Brasil
Based in São Paulo, Brazil
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Seniority
Manager
Department
Customer/Client Service
Location
São Paulo
Industry
Education Administration Programs
Company size
41
Contact information
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c•••••••@matific.com
Phone
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Background
About Carlos Casavecchia
I have more than 8 years of experience in Customer Success, Customer Support and Service Management, leading teams, optimizing processes and analyzing metrics to boost customer experience and retention. Specialist in crisis management, creation and implementation of multichannel service and support strategies (chat, email, telephone and social networks), ensuring high satisfaction rates (CSAT, NPS) and operational efficiency. Strong performance in improving the customer journey (Customer Journey), onboarding, technical and educational support, as well as strategic collaboration with global product, technology and sales teams to drive engagement and growth. Experience in using CRM (Pipeline Deals, Zendesk), data analysis with Power BI, management of SLAs and KPIs. Passionate about innovation and customer experience, my mission is to promote humanized and data-driven service, ensuring customer retention and loyalty, in addition to process scalability.
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