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Evelyn Santos

@evelynsantos

Customer Experience analyst at Santander Brasil who handled complex customer cases and negotiated retention and loyalty.

Brazil

Message

At Santander Brasil (Pulse Client Experts), I handled customer relationships with individuals and businesses in complex, sensitive situations. I resolved issues, managed conflicts, and negotiated to support customer retention and loyalty.

At Espaço Emagrecer, I planned internal marketing campaigns and customer engagement initiatives. I managed communication channels, followed the customer journey, and worked on service sales, retention, and conversion.

At Empório Centenário, I helped structure the business during its launch, led a team of approximately 30 employees, and negotiated with suppliers. I also worked on a cost-optimization project that reduced the operating deficit by approximately R$ 65,000.

Experience

Work history, roles, and key accomplishments

Analista de Experiência do Cliente (CX) & Negócios

Santander Brasil

Feb 2025 - Feb 2026 (1 year)

Provided consultative service and relationship management for high-complexity client demands, focusing on experience, problem resolution, retention, and business opportunities. Conducted negotiations for retention and loyalty, identified commercial opportunities, and guided clients on security and fraud prevention.

Customer Experience Consultative Selling Conflict Management Negotiation Customer Retention Fraud Prevention Communication Skills Problem Solving Relationship Management

Auxiliar Administrativa | Marketing Interno & Desenvolvimento Comercial

Espaço Emagrecer

Feb 2022 - Dec 2024 (2 years 10 months)

Executed internal marketing campaigns and relationship actions, managed client communication channels, and provided consultative service throughout the customer journey. Negotiated and commercialized services, implemented loyalty and retention strategies, and monitored indicators to increase engagement and conversion.

Internal Marketing Campaign Management Customer Relationship Management Consultative Selling Negotiation Customer Journey Retention Strategy KPI Monitoring

Analista Administrativa e Financeira | Compradora

Empório Centenário

Jul 2021 - Jan 2022 (6 months)

Led a team of approximately 30 employees during company structuring, managed supplier negotiations, and streamlined processes. Implemented a cost optimization project that reduced operational deficit by approximately R$ 65 thousand.

Team Leadership Supplier Negotiation Process Improvement Cost Optimization Financial Analysis People Management