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Anna Beatriz Sousa

@annabeatrizsousa

Customer Experience Specialist in CX operations and onboarding who cut Shippify’s first response time from 10 days to 12 hours.

Germany

Message

What I'm looking for

I’m open to remote and hybrid Customer Experience roles in Europe.

At Shippify, I built the CX operation from scratch and cut first response time from 10 days to 12 hours, earning the RA 1000 seal on Reclame Aqui and an NPS of 9.6. I also designed the customer journey and service standards the team followed.

At Oral Unic, I supported a network of 140 franchisees and raised the brand’s Reclame Aqui reputation score from 6.0 to 8.5. Quarterly satisfaction surveys reached a CSAT of 9.5, and I turned their results into improvement actions for leadership.

At Livance, I built the client communication structure from scratch and designed onboarding materials for a healthtech platform. I’ve also analysed and redesigned client service processes as a freelance Service Designer, and handled high-volume customer cases at GOL Linhas Aéreas.

Experience

Work history, roles, and key accomplishments

Current

Relocation

Current

Career Break

Jun 2025 - Present (1 year 5 months)

Travelled to more than 10 countries, gaining first-hand experience with different cultures, languages and service standards. Settled in Frankfurt and began German studies at Goethe University Frankfurt (A2, B1 in progress).

Service Designer

Bloom Service Design

Oct 2024 - May 2025 (7 months)

• Analysed the end-to-end customer journey of each client company to find the gaps in its service processes
• Redesigned broken or inefficient processes and defined what needed to improve at each touchpoint
• Created training programs and playbooks so client teams could adopt the new service standards.

Customer Experience Specialist

Oral Unic

Feb 2024 - May 2025 (1 year 3 months)

• Led CX for both B2B (franchisees) and B2C (end customers) at a national dental franchise network, across Reclame Aqui, WhatsApp and email, keeping one service standard for both
• Raised the brand's Reclame Aqui reputation score from 6.0 to 8.5, managing crisis cases, press relations and reporting to senior management
• Ran Franchisee Support (B2B) for 140 franchisees, routing requests to the rig

Customer Relationship Specialist

Livance

Nov 2022 - Feb 2024 (1 year 3 months)

• Owned the client relationship at a healthtech platform across the full lifecycle, from onboarding to retention
• Handled around 1,200 client chats per month while working in the support operation.
• Built the company's client communication structure from scratch, including tone of voice and client-facing content.
• Designed onboarding materials and client-facing content to help new clients get s

Customer Analyst & Communication

Shippify

Feb 2022 - Nov 2022 (9 months)

• Cut first response time from 10 days to 12 hours, earning Reclame Aqui's RA 1000 seal (score 8.5) and an NPS of 9.6
• Built the CX operation from scratch at a logistics company and led a team of four
• Designed the customer journey and the service and communication standards the whole team followed
• Launched and managed the company blog and internal communication channels

Customer Experience Analyst

GOL Linhas Aéreas

Aug 2020 - Feb 2022 (1 year 6 months)

• Resolved passenger and travel-agency cases by email, chat and phone in a high-volume B2C operation at one of Brazil's largest airlines, handling around 2,000 cases per month.

Interpersonal Communication Atendimento ao Cliente Microsoft Office

Resolução De Problemas

Bilingual Communication Google Analytics B2B

Trabalho em equipe

Customer Satisfaction

Criação De Relacionamentos

Portuguese

Gestão de Projetos

Customer Service Representative

Allianz

Mar 2020 - Nov 2020 (8 months)

Supported auto, home, pet and travel insurance policyholders by phone and email, handling around 500 contacts per month on a part-time schedule
Opened insurance claims and followed each case through to resolution
Processed policy updates and answered coverage questions

Reivindicações De Seguros

Seguros

Atendimento ao Cliente Suporte Técnico

Suporte Ao Cliente