Igor Alvim

Background

About Igor Alvim

With over 7 years' experience in Customer Success and Customer Experience, I have developed expertise in relationship management, customer journey mapping and customized solutions. My work is marked by solid results and strategies that efficiently connect companies and customers. Areas of expertise:> Customer relationship management (CRM);> Customer retention and loyalty;> Onboarding and monitoring journeys;> Analysis and optimization of metrics such as NPS and churn;> Troubleshooting and multichannel technical support;> Campaign development and marketing automation. Main results:> Reduced churn by 28% in one year by optimizing processes for processes;> Increased customer satisfaction (NPS) from 7.2 to 9.1 in 6 months;> Implemented an onboarding system that increased initial retention by 42%. by 42%;> Structured a technical support process that reduced the average SLA by 33%. by 33%;> Managed CRM campaigns that increased engagement by engagement by 54%;> Developed analytical reports that improved strategic decision-making. decision making. Tools and platforms I have mastered: Freshdesk, Zendesk, Salesforce, HubSpot, RD Station, Power BI, Trello, Bling, Google Analytics, Firebase, among others. Education and specializations: Graduated in Marketing with a specialization in Customer Relationship Management, as well as advanced courses in CRM, Customer Success and Customer Experience. Igor Alvim Phone:+55 21 96996-0327 E-mail: igoralvim14@gmail.com Let's turn challenges into exceptional results!