Guilherme Kraker

At Berlitz, I lead Gold Customer Success Operations in Brazil, supporting 2,000–3,000 active learners, 20+ B2B accounts, and more than 6,000 classes monthly. I manage learner journeys from onboarding and activation through engagement, completion, and renewal readiness while coordinating reporting and service delivery for corporate clients.

I've redesigned Salesforce workflows that cut approval SLA from 48 hours to 4 hours, built centralized dashboards and controls, and eliminated roughly 400 monthly class discrepancies to reach zero outstanding billing discrepancies. I enjoy turning customer needs and operational data into practical workflows, collaborating across Sales, Academic, Finance, Data, and global teams.