# Anna Beatriz Sousa Anna Beatriz Sousa is a remote worker on Himalayas, Relocation at Career Break, based in Germany. Source: https://himalayas.app/@annabeatrizsousa ```text Customer Experience Specialist in CX operations and onboarding who cut Shippify’s first response time from 10 days to 12 hours. ``` | Detail | Value | | --- | --- | | Availability | Looking for a job | | Location | Germany | | Authorized to work in | Germany | | Salary expectations | 40k+ EUR | | Job categories | Customer Experience Specialist, Customer Relationship Specialist, Service Designer, Customer Experience Analyst | | Skills | Customer Experience Operations, Customer Journey Mapping, Customer Onboarding, Customer Support, Online Reputation Management, Reclame Aqui, Trustpilot, Service Design, Service standards, Client Communication, Tone of Voice, Standard Operating Procedures, Customer Satisfaction Surveys, Crisis Communications, Franchisee Support | | LinkedIn | https://linkedin.com/in/anna-beatriz-silva-de-sousa | ## What I'm looking for ```text I’m open to remote and hybrid Customer Experience roles in Europe. ``` ## About ```text 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 ### Relocation (current) Career Break. Jun 2025 - Present ```text 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 ```text • 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 ```text • 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 ```text • 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 ```text • 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](https://himalayas.app/companies/gol-linhas-aereas). Aug 2020 - Feb 2022 ```text • 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. ``` Skills: 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](https://himalayas.app/companies/allianz). Mar 2020 - Nov 2020 ```text 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 ``` Skills: Reivindicações-De-Seguros, Seguros, Atendimento-ao-Cliente, Suporte-Técnico, Suporte-Ao-Cliente ### Customer Experience Analyst Mercado Livre. Jul 2018 - Jan 2020 ```text • Resolved end-customer cases by email and chat at Latin America's largest e-commerce platform ``` Skills: Atendimento-ao-Cliente, SEO-Optimization, Centrais-De-Atendimento, Trabalho-em-equipe, Customer-Satisfaction, Criação-De-Relacionamentos, Portuguese, Relacionamento-Com-Clientes ## Education ### Reclame AQUI RA Certificações ```text Mar 2024 ``` ### Reclame AQUI Moderação de Conteúdo Reclame AQUI ```text Mar 2024 ``` ### Centro Universitário Belas Artes de São Paulo Bacharelado, Comunicação Técnica e Científica. 2022 - 2024 ### HarvardX Rhetoric: The Art of Persuasive Writing and Public Speaking ```text Mar 2023 · Expired May 2023 ``` ### Escola Conquer Ensino Técnico, Comunicação e oratória. 2021 - 2021 ```text estudo da linguagem corporal e verbal. ``` ### Escola Conquer Communication & Public Speaking ```text Feb 2021 · Expired Mar 2021 ``` ## Tech stack - Shopify - Google Analytics - Slack - Zendesk - Asana - Notion - Manychat - Microsoft Office To contact Anna Beatriz, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire). ## People also viewed - [Caroline Rangel](https://himalayas.app/@carolinerangel): Talent acquisition specialist , Deriv.com - [Annett Meinecke](https://himalayas.app/@annettmeinecke): CX Agent, CPM International - [Nerea Alonso](https://himalayas.app/@nereaalonso): Head of Customer Experience, Buendía Travel - [Abel Gomez](https://himalayas.app/@abelgomez): Customer Experience Associate, Hyatt Place Zurich Airport - [Caio Botelho](https://himalayas.app/@caiobotelho): Customer Support Specialist, Accenture - [Camila Gehlen](https://himalayas.app/@camilagehlen): Bilingual Customer Service, Revolut - [Lisa User](https://himalayas.app/@lisauser12): Activity Leader, EF Education First GmbH - [Larize Vieira](https://himalayas.app/@larizevieira): Customer Advisor, Concentrix - [Maelle Kiabala](https://himalayas.app/@maellekiabala): Participation in job coaching, TÜV Rheinland Akademie GmbH - [Victoria S](https://himalayas.app/@victorias3): Technical Onboarding Specialist, eKomi