JULIANA D. SOUZA
Austin,USA
Summary
Professional with robust experience in client success and relationship management. Skilled in driving team collaboration and achieving measurable results. Proficient in utilizing CRM tools, developing strategic plans, and fostering client satisfaction. Adaptable, reliable, and focused on delivering impactful solutions in dynamic environments.
Overview
17
17
years of professional experience
Work History
Account Success Manager
Kingdom Energy LLC
09.2024 - Current
- Provided expert guidance on product features and best practices, empowering clients to maximize their investments.
- Monitored key performance metrics to identify areas for improvement, driving continuous enhancements in service quality.
- Mitigated potential account attrition risks by addressing concerns proactively and collaborating with stakeholders to develop action plans.
- Identified upsell opportunities and collaborated with sales teams to close deals, maximizing revenue generation from existing accounts.
District Operations Manager
Gannett/USA Today
06.2021 - 11.2024
- Enhanced employee productivity by providing training, guidance, and performance evaluations.
- Oversaw facility maintenance, ensuring compliance with safety regulations and optimal utilization of resources.
- Improved customer retention and surpassed quarterly goals
- Developed reports detailing past performances as well for the district operations to improve Customer Satisfaction.
- Established positive relationships with store managers, corporate representatives, vendors, customers, and other stakeholders in the district.
Customer Success Specialist
Accenture/WhatsApp
05.2020 - 05.2021
- Retained existing clients and developed new accounts by extending high-quality and efficient customer support service
- Increased WhatsApp payment by educating prospects on the benefits of products and services compared to competitors
- Broke down and evaluated user problems using test scripts, personal expertise, and probing questions
Account Relationship Manager/Sales Associate Manager
Anytime Virtual Mailbox
01.2018 - 01.2020
- In-depth analysis of operational support metrics presented key operational insights and strategies to exceed monthly goals and provided areas of improvement to support leadership through weekly business reviews to the CEO, CFO, and VP
- Generated new business and referral clients in partnership with financial advisors and the branch team
- Generated new leads through various prospecting methods, presenting opportunities to sell services and build larger client base
Sales Specialist
Main Street Hub
01.2017 - 01.2018
- Reached out to awesome local businesses nationwide
- Prospected over 100 potential customers per week and maintained a solid 40% conversion rate
- Followed up with customers after completing sales to assess satisfaction and resolve technical or service concerns
- Visited customer locations to evaluate requirements, demonstrate product offerings, and propose strategic solutions for diverse needs
Account Manager /Program Manager
Apple Inc
01.2013 - 01.2017
- Manage and support US Central Region authorized service providers, resellers, and educational accounts
- Worked with different Apple Departments, Finance, Customer Relations, Executive Relations, Customer Support, and Logistics, to improve current processes and systems
- Determined user requirements and GAP analysis and developed automation tools to save processing time in departments like Finance, Customer Support, Brazil Warehouse, and Channel Solutions
iPhone Brazil Project Manager
Apple Inc
01.2010 - 01.2013
- Actively manage the account relationship across four wireless carriers servicing iPhone in Brazil
- Developed a new customer support channel for iPhone Customer Support in Brazil; new process flow assisted fellow agents in identifying the next steps in the dispute resolution process
- Created a knowledge base to direct agents to the proper internal channels for support
- Interfaced with managers over five different departments to ensure our partners had all support necessary, including the product
Customer Relations Team Lead
Apple Inc
01.2008 - 01.2011
- Effectively handled over 180 Brazilian customer escalations per month and supported the executive relations team regarding translation and the navigation of Brazilian consumer law
- Created new departmental support procedures to close customer escalations in Brazil effectively
Education
Apple Certified Macintosh Technician Certified -
Apple University
Austin, Texas01.2015
Project Management Professional - PMP
Saint Edwards University
Austin, Texas01.2013
BBA - Business Administration And Marketing
St. Edward's University
Austin, Texas01.2007
Graduate Certificate - Spanish
Autonoma University
Barcelona, Spain 01.2006
Skills
- Sales Experience
- Support Services Management
- Operational Leadership
- Client Retention Techniques
- Operational Efficiency Enhancement
- Project Coordination
- SAP Data Analysis
- Client Onboarding
- Strategic Business Development
- Customer Relationship Management
- Efficient Troubleshooting Techniques
- Call Center Management
- Client Support
Languages
English
Native or Bilingual
Spanish
Limited Working
Portuguese
Native or Bilingual
Timeline
Account Success Manager
Kingdom Energy LLC
09.2024 - Current
District Operations Manager
Gannett/USA Today
06.2021 - 11.2024
Customer Success Specialist
Accenture/WhatsApp
05.2020 - 05.2021
Account Relationship Manager/Sales Associate Manager
Anytime Virtual Mailbox
01.2018 - 01.2020
Sales Specialist
Main Street Hub
01.2017 - 01.2018
Account Manager /Program Manager
Apple Inc
01.2013 - 01.2017
iPhone Brazil Project Manager
Apple Inc
01.2010 - 01.2013
Customer Relations Team Lead
Apple Inc
01.2008 - 01.2011
Apple Certified Macintosh Technician Certified -
Apple University
Project Management Professional - PMP
Saint Edwards University
BBA - Business Administration And Marketing
St. Edward's University
Graduate Certificate - Spanish
Autonoma University
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