Open to opportunities

Adriana Medeiros

@adrianamedeiros

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Global Customer Success Expert and Data-Driven Leader.

Brazil

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What I'm looking for

I am looking for a role that fosters innovation, collaboration, and growth opportunities while allowing me to leverage my expertise in customer success and data-driven strategies.

I am a passionate leader dedicated to building high-performing, globally distributed teams and driving customer success through data-driven strategies. With a proven track record in customer retention, team development, and operational excellence, I thrive in dynamic environments where innovation and collaboration are key.

Throughout my career, I have successfully increased customer retention by 20% in just 12 months and led teams to achieve significant milestones, including securing internal promotions and enhancing customer satisfaction. My experience managing key accounts across Europe, the United States, and Latin America has equipped me with the skills to drive adoption, retention, and expansion in diverse markets.

Experience

Work history, roles, and key accomplishments

Team Leader, Customer Success

Sensedia

Feb 2024 - Present (1 year 6 months)

Led a team of 13 Customer Success Managers (CSMs), fostering a collaborative environment focused on professional development and client satisfaction. Strategically managed a portfolio of high-value clients, including accounts in Europe, the United States, and Latin America, driving adoption, retention, and expansion.

Team Leadership Customer Satisfaction Customer Success Management Strategic Planning Client Management Customer Retention Professional Development Team Environment Performance Metrics

Senior Customer Success Manager - Team Leader

Sensedia

Jan 2023 - Present (2 years 7 months)

Led a team of 5 CSMs, acting as the primary point of contact for communication and technical support. Developed and implemented a mentorship program, resulting in 2 internal promotions within 12 months.

Team Leadership Technical Support Mentorship Employee Development Client Management Customer Satisfaction Communication Problem Solving

Mid Customer Success Manager

Sensedia

Apr 2021 - Present (4 years 4 months)

Focused on customer adoption, retention, and business expansion, contributing to an increase in Monthly Recurring Revenue (MRR). Developed personalized action plans, leading to a 20% improvement in customer satisfaction (NPS).

Customer Adoption Customer Retention Business Expansion Customer Satisfaction Personalized Action Plans Customer Success

Mid Support Analyst

Icaro Tech

Sep 2020 - Present (4 years 11 months)

Technically led a squad of 4 analysts, promoting collaboration and innovation. Resolved complex Level 2 and 3 support issues, reducing resolution time and improving operational efficiency.

Technical Leadership Team Collaboration Innovation Problem Solving Technical Expertise

Junior Support Analyst

Icaro Tech

Apr 2020 - Present (5 years 4 months)

Provided technical support for IBM network tools, focusing on security and monitoring. Developed traffic monitoring rules, enhancing operational efficiency.

Technical Support Network Security Troubleshooting System Administration IT Support Data Analysis

Infrastructure Analyst (Pleno)

Honda Brazil

Feb 2015 - Present (10 years 6 months)

Provided local IT support for Japanese specialists, ensuring operational continuity. Configured and managed network users and equipment, prioritizing security and efficiency.

IT Support Operational Continuity Equipment Management Network Security Technical assistance Problem Solving Cross Cultural Communication

Infrastructure Analyst (Pleno)

Itaú Unibanco

Sep 2013 - Present (11 years 11 months)

Supervised Telecom field technicians, optimizing project execution. Installed and maintained network equipment, ensuring high-availability infrastructure.

Telecom Supervision Optimization High Availability Field Operations Problem Solving Network Management Infrastructure

Data Processing Analyst

IBM

Jan 2012 - Present (13 years 7 months)

Processed post-sales orders for international clients, ensuring accuracy and efficiency. Managed technical tickets and provided web/phone support for national companies.

Order Processing Post Sales Phone Support Client Communication International Client Relations

Support Analyst

IBM

Sep 2008 - Present (16 years 11 months)

Managed technical tickets and provided web/phone support for national companies. Processed post-sales orders for international clients, ensuring accuracy and efficiency.

Technical Support Ticketing Phone Support Client Communication Data Processing Order Management Customer Service

Education

Degrees, certifications, and relevant coursework

Harvard University

Ongoing, Neuroscience

2024 -

Currently studying the fundamentals of neuroscience, focusing on brain function and its implications. This ongoing education expands knowledge in a complex and interdisciplinary field.

Senac Brazil

Postgraduate Degree, People Management

2014 - 2016

Completed a postgraduate degree in People Management, gaining expertise in human resources strategies and team leadership. Focused on developing skills to build and manage high-performing teams.

Fundação Bradesco

Certification, CCNA Certification

2015 - 2016

Achieved CCNA Certification, demonstrating proficiency in networking concepts and Cisco technologies. This certification validated expertise in designing, implementing, and troubleshooting network systems.

UNICAMP

Specialization, Networks and Information Technology

2013 - 2013

Specialized in Networks and Information Technology, acquiring in-depth knowledge of network infrastructure and IT systems. This program enhanced technical skills in a rapidly evolving field.

ILAC

Advanced English Level, English Language

2011 - 2011

Completed an International Advanced English Level program, significantly improving language proficiency. This enhanced communication skills for global professional environments.

Faculdades Network

Bachelor’s Degree, Information Technology

2009 - 2012

Obtained a Bachelor’s Degree in Information Technology, covering core concepts and practical applications in the IT sector. This foundational education provided a strong understanding of technological principles.