Summary
Overview
Work History
Education
Timeline
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Carolina Ferraz

Miami,FL

Summary

Results-driven client operations specialist with 6 years of experience optimizing customer experiences and driving revenue growth in the Luxury, Tech, and CPG sectors across North and South America.

Skilled in leveraging data and technology to streamline processes and enhance customer satisfaction.

Fluent in English and Portuguese, with working proficiency in Spanish, offering a culturally attuned and operationally efficient approach to global markets.

Overview

5
5
years of professional experience

Work History

Latam Brand Ambassador

Cartier
03.2024 - Current
  • Led sales initiatives as a Latam Brand Ambassador for Cartier, providing exceptional pre, during, and post-sale support to clients in both Portuguese and Spanish, ensuring a seamless customer experience.
  • Achieved an average of $167,000 in monthly sales, totaling $2 million annually and contributing 45% of the total e-commerce revenue, consistently ranking as one of the top sellers in the region.
  • Collaborated closely with the CRM team to analyze and utilize client data, enhancing customer insights and optimizing service strategies.
  • Streamlined e-commerce operations, assisting in the execution of processes and contributing to the growth and efficiency of the online business.
  • Proficient in utilizing SAP, Looker, and Salesforce for daily operations, ensuring accurate data management and informed decision-making.

CX Specialist

Lemonade
10.2022 - 07.2023
  • Efficiently managed average of 100 daily interactions through Zendesk and Talkdesk platforms, adeptly addressing customer inquiries while providing comprehensive product insights, leading to 25% reduction in escalations.
  • Collaborated with marketing team to develop and execute data-driven campaigns on LinkedIn and Instagram, leveraging insights to target specific customer segments.
  • Managed client accounts and financial operations, providing expert assistance in English, Portuguese, and Spanish. This approach fostered transparent communication and relationship-building, contributing to 100% satisfaction rating.

CX Analyst

Kakau Seguros
07.2020 - 10.2022
  • Led a project to enhance Chatbot streamlines in collaboration with a counterpart, spearheading project by defining objectives, delegating tasks, and ensuring timely execution. This initiative resulted in a 40% reduction in response time, and 20% increase in customer satisfaction
  • Collaborated closely with Claims department and counterpart to develop and implement innovative strategies aimed at preventing insurance fraud, resulting in significant cost savings of approximately $600k in time period of 7 months.
  • Successfully onboarded, mentored, and cultivated high-performing team of 3 individuals, resulting in 20% decrease in project turnaround time within first 6 months
  • Played pivotal role in collaborating with other teams, such as Marketing and Tech, to transform our successful fraud prevention strategies into a proprietary SaaS solution
  • Utilized CRM analytics to gain actionable insights into customer behavior, enabling data-driven decision-making and targeted marketing strategies.

Logistics Intern

Ab Inbev
08.2019 - 03.2020
  • Prepared and maintained documentation related to production planning, inventory management, and product distribution, through SAP system, ensuring accuracy and compliance with company policies and regulations
  • Collaborated with cross-functional teams, including sales and supply chain, to optimize product distribution, resulting in 15% increase in order fulfillment efficiency
  • Oversaw product distribution operations in the LATAM market, coordinating shipments to key regions including Argentina, Bolivia, Chile, Paraguay, and Uruguay
  • Successfully navigated international logistics challenges, fostering strong relationships with local partners and ensuring timely and cost-effective deliveries.

Education

Bachelor Of Arts - Advertising And Marketing

Uninter Educacional SA
Miami, FL

Timeline

Latam Brand Ambassador

Cartier
03.2024 - Current

CX Specialist

Lemonade
10.2022 - 07.2023

CX Analyst

Kakau Seguros
07.2020 - 10.2022

Logistics Intern

Ab Inbev
08.2019 - 03.2020

Bachelor Of Arts - Advertising And Marketing

Uninter Educacional SA

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Carolina Ferraz