At Agência Pinguim, I managed a portfolio of 400+ Mentoria Taurus clients, providing personalized support via WhatsApp and achieving 98% CSAT. Weekly communications, performance reports, and engagement groups helped reduce churn by 95%.
I followed the customer journey from onboarding through retention and shared student feedback with the marketing and mentoring teams. I also supported the mentoring operation by managing the three partners’ calendars and monthly session schedule.
My background includes customer experience, financial support, collections, payments, and fraud prevention. At Fluency Academy, I provided multichannel support and achieved 98% first-contact resolution while meeting a nine-hour SLA.
