Looking for a job

Bela Fitness - Vanessa Alcântara User

@belafitness-vanessaa

Message

CRM Manager at Telefónica | VIVO who cut premium postpaid churn by 50% with targeted retention initiatives.

Germany

Message

At Telefónica | VIVO, I led a team of four in postpaid customer retention and churn prevention. Our retention, activation, and loyalty initiatives cut premium postpaid churn by 50%, supported by targeted campaigns and an AI-driven churn prediction model built with BI.

As Product Owner & CRM Process Owner for Fiber Broadband, I governed the customer journey from sales entry through installation. A CRM data-quality project eliminated registration duplications and lost installation visits, generating R$1.3M in savings within nine months.

Experience

Work history, roles, and key accomplishments

Sales Associate, Premium Customer Relations

Christ Juweliere und Uhrmacher seit 1863 GmbH

Jan 2024 - Jan 2026 (2 years)

Gained first-hand experience with EU customer journey standards in a premium retail environment. Delivered personalized consultancy combining product expertise with high-touch service.

Client Relations Premium Retail Consultative Selling Customer Journey

Marketing Consultant & Operation Manager

Telefonica | VIVO

Jan 2016 - Jan 2018 (2 years)

Managed partner operations across 5,000+ retail points. Standardized onboarding workflows, documentation, and reporting to keep the network scalable and reliable.

Partner Operations Onboarding Documentation Reporting Dashboarding KPI Reporting Cross functional Coordination BIツール Sales Operations

Product Owner & CRM Process Owner

Telefonica | VIVO

Jan 2014 - Jan 2016 (2 years)

Acted as CRM process owner for the fiber broadband customer journey, governing end-to-end CRM usage from sales entry through installation. Identified and resolved CRM data quality issues and process gaps using SQL and satisfaction surveys.

CRM Process Governance Data Quality SQL Requirements Gathering Stakeholder Management Continuous Improvement Yellow Belt

Team Lead, Postpaid Customer Retention & Churn Prevention

Telefonica | VIVO

Jan 2010 - Jan 2012 (2 years)

Led a team of 4 in CRM Strategy, cutting premium postpaid churn by 50% through retention, activation, and loyalty initiatives. Executed SMS, Email Marketing, Newsletters, and Marketing Automation flows for cancellation prevention and customer loyalty.

CRM Strategy Retention Churn Prevention Email Marketing SMS Marketing Automation A B Testing KPI Monitoring Performance Analysis Campaign Optimization BIツール Segmentation

Senior System Analyst & Project Manager

Telefonica | VIVO

Jan 2005 - Jan 2010 (5 years)

Led a R$10M+ strategic fraud prevention project, contributing to an 80% reduction in fraud volume. Managed the full project lifecycle across 2 external suppliers, including budget, project planning, and release coordination.

Project Management Fraud Prevention Budget Management Vendor Management Documentation Governance Change Management Training

IT Intern → Junior System Analyst

BULL South America | Atos Origin

Jan 2002 - Jan 2005 (3 years)

Started career in IT, supporting pre-sales and system delivery. Spent 2 years on-site at Telefónica | Vivo as an Anti-Fraud support analyst, building the technical foundation for the systems and CRM ownership roles that followed.

IT Support Pre Sales Systems Delivery Anti Fraud Technical Foundation