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Aline Corporativo User

@alinecorporativouser

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Customer operations leader at SEU CLIENTE who cut first response time from 5 days to 30 minutes with a chatbot.

Brazil

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At SEU CLIENTE, I lead the strategic and operational build-out of client management, from acquisition to retention. I deployed a chatbot that reduced First Response Time from 5 days to 30 minutes and launched a loyalty program that increased retention and revenue by 30% in its first month.

At MONETIZZE, I led CX and support operations across B2B and B2C teams, managing customer health metrics and operational performance. I reduced total department cost by 50% while maintaining operational continuity and improving capacity forecasting, and used automation to reduce First Response Time to 1m02s during 10x customer growth.

Experience

Work history, roles, and key accomplishments

Current

B2B Customer Strategy & Operations Consultant

Current

Seu Cliente

Jan 2025 - Present (1 year 9 months)

Lead strategic and operational build-out of client management, from acquisition to retention. Deployed a chatbot that reduced First Response Time from 5 days to 30 minutes and launched a loyalty program that increased retention and revenue by 30% in the first month.

CRM Chatbot Customer Lifecycle Retention Process Design

Support Manager (B2B)

Curseduca

Jan 2024 - Apr 2025 (1 year 3 months)

Led support with focus on strategic development and operational efficiency, using structured planning and KPI management. Reduced First Response Time from 3+ hours to 1m30s and Resolution Time from 6 days to 1 hour, and improved CSAT from 65% to 90% in 2 months.

SLA NPS CSAT FCR CRM Process Standardization Team Leadership Training

CX / CS Coordinator (B2B)

Estrela Bet

Jan 2023 - Jan 2024 (1 year)

Led CX/CS operations with focus on efficiency, quality, customer journey, and portfolio governance. Implemented CRM and migrated 6,000+ WhatsApp groups into HubSpot in 2 months, making the operation fully measurable and enabling KPI creation and goal-setting.

CRM HubSpot KPI Management Customer Journey Playbooks Team Leadership

Head of Customer Experience (B2B & B2C)

Monetizze

Jan 2022 - Jun 2023 (1 year 5 months)

Owned strategic and operational CX/CS leadership, managing KPIs, workflows, productivity, efficiency, and retention initiatives. Reduced total department cost by 50% while maintaining operational continuity and improving capacity forecasting.

SLA NPS CSAT CES Churn MRR LTV Cost Reduction Vendor Management Knowledge Base Self Service

Customer Support General Coordinator (B2B & B2C)

Monetizze

Jan 2020 - Jan 2022 (2 years)

Led B2B/B2C support and Tier 2 technical support in a high-volume operation (~1,000 tickets/day). Implemented a chatbot and redesigned flows to scale without proportional headcount growth, reducing First Response Time from 1 hour to 1m02s and Resolution Time from 4+ hours to 30 minutes.

Chatbot Automation Triage Deflection Scaling Team Leadership

Support Coordinator (B2B)

Monetizze

Jan 2018 - Jan 2020 (2 years)

Managed B2B support operations, planning, and complex case handling. Implemented KPIs and prioritization, built dashboards and reporting, and improved customer satisfaction from CSAT 85% to 97% through data governance and process standardization.

KPIs FCR SLA CSAT Zendesk Dashboarding Reporting Process Standardization

Senior Customer Success Analyst (B2B)

Monetizze

Jan 2017 - Jan 2018 (1 year)

Managed onboarding and customer portfolio, created engagement and retention plans, and conducted weekly portfolio analysis and monthly customer reviews. Achieved 30% retention and 20% increase in product usage for a portfolio of 50 digital creators.

Customer Success Onboarding Retention Portfolio Management Engagement Strategy