Heloisa Facin

Started as customer facing for technical support in 2019, then moved to a Dedicated Support team for Big Desk customers in 2020 (working more cross-functionally to become a product specialist), and currently holding a lead role in 2021 where I dived more into change management as a whole. My impact across the years:

• Acted as point of contact for cross-functional departments involved in major operational changes affecting engagement, such as customer-facing teams metrics changes.
• Developed and delivered change management support during organization restructure, and also identified and communicated potential risks associated with proposed changes.
• Conducted thorough reviews of operations to devise and deploy improvement strategies by establishing OKRs and analyzing KPIs afterwards.
• Helped with product rollouts as subject matter expert for Customer Engagement by stress testing features with engineering and product teams prior to launch in over 10 initiatives.
• Fostered team collaboration and community by keeping weekly syncs where we shared announcements, as well as use situational leadership to tailor my lead style to each individual contributor (IC) in the new remote/hybrid environment
• Hosted over a 100 training sessions to approximately 200 new and existing ICs on internal tools and workflows prior to implementation and as they ramped up within their scope of work
• Oversaw the teams critical inter-departmental escalations to ensure equitable work across the group as well as provide timely and accurate resolution to customers right when they needed us the most.
• Developed and automated databases to handle internal performance data through Monthly Business Reviews, providing critical information to key stakeholders for over a year while reducing data analysis procedures from ~1 hour to ~5 minutes.
• Increased efficiency and team productivity by 15%, as well as reduced process inconsistencies, by effectively training team members on best practices and protocols when using internal support tools.

Managed all aspects of the group's relations efforts, including:

• Managed consistent design theme, look and content of organization's online presence.
• Prepared cross-platform social media promotions, capitalizing on strengths of each site to effectively reach target audiences.
• Revitalized employee communications to better convey important information and boost morale.
• Revamped online and print materials in collaboration with graphic designers, photographers and printers.
• Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.

Focused mainly on photography and consumer electronics subjects. Also developed tutorials and how-tos geared towards average consumers with little to no technology background.

• Proved successful working within tight deadlines and a fast-paced environment.
• Followed company policies and editorial guidelines to craft thorough, well-written content.
• Wrote, edited and produced stories for Internet and digital channels.
• Maintained up-to-date knowledge of current events and industry trends in technology.
• Performed research and checked facts to maintain high standard of journalistic integrity.

Performed as a reporter and editor for the institutional newspaper. In addition, assisted with internal communication channels through the production of content for the intranet, social network and internal newsletter.

• Monitored effectiveness of various campaigns and communication strategies.
• Worked with marketing teams to design campaigns and communications.
• Helped with photo and video production and performed visual and sound editing tasks.
• Created and distributed surveys for data collection and analysis.