Looking for a job

Catarine Oliveira

@catarineoliveira

Customer Success Analyst at HIRE BRAZIL who built the Customer Success and Customer Experience function and contributed to a 30% increase in renewals.

Brazil

Message

What I'm looking for

I'm seeking a position where I can deliver measurable results while continuing to develop professionally.

At HIRE BRAZIL, I built the Customer Success and Customer Experience function from the ground up. I structured KPIs and established a customer follow-up process that contributed to a 30% increase in product renewals.

I managed onboarding and monitored customer journeys, using NPS, retention, and renewal indicators to identify dissatisfaction and support customer retention. I also handled customer support tickets through CRM, WhatsApp, email, and Discord.

At MDS GROUP | MDS MED, I connected customers with internal departments and monitored their needs across an assigned portfolio. I helped reduce customer service complaints by 70% and created customer-specific procedures that were later implemented across the department.

Experience

Work history, roles, and key accomplishments

Customer Success & Customer Experience Analyst I

Hire Brazil

Jun 2024 - Jan 2026 (1 year 7 months)

Led the Customer Success and Customer Experience function, managing onboarding, NPS analysis, and retention. Built the function from the ground up, contributing to a 30% increase in product renewals.

NPS CRM Onboarding Retention Data Analysis Microsoft Office Notion Google Drive Customer Support WhatsApp Email Discord KPIs

Administrative Assistant

MDS Group | MDS Med

Jan 2021 - Oct 2023 (2 years 9 months)

Acted as the link between customers and internal departments, managed customer service, and prepared confidential reports. Reduced customer service complaints by 70% and created individual procedures for customers.

Customer Service Communication Skills Problem Solving Reporting Microsoft Office Data Analysis