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Laila Oliveira

@lailaoliveira97

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I build high-touch customer journeys through onboarding, retention, relationship management, and quality auditing.

Brazil

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What I'm looking for

I'm seeking remote international Customer Success or client experience opportunities, ideally aligned with U.S. working hours and contractor arrangements.

At Grupo Silva, I built the Sales and Customer Success audit process from the ground up, creating review criteria to identify expectation gaps, script deviations, post-sale risks, and churn drivers.

I’ve managed relationships for portfolios of approximately 200 clients, supporting engagement, retention, content guidance, contracts, billing follow-up, and ongoing customer communication.

As an Onboarding Analyst, I conducted 9–10 client meetings per day, clarifying scope, expectations, audiences, pain points, and next steps while preparing effective handoffs to operational teams.

My background in hospitality and corporate administration helps me serve executives, investors, entrepreneurs, physicians, surgeons, and other high-profile stakeholders with discretion, clarity, and practical problem-solving.

Experience

Work history, roles, and key accomplishments

Current

Quality & Process Auditor

Current

Grupo Silva

Mar 2026 - Present (7 months)

Built the company's Sales and Customer Success audit process from the ground up, establishing the review model and criteria used to assess client interactions. Reviews sales meetings and audits Customer Success interactions to verify execution quality and process adherence.

Sales Auditing Customer Success Auditing Process Adherence Data Quality Risk Identification Reporting

Client Relationship Agent

Grupo Silva

Dec 2025 - Mar 2026 (3 months)

Managed ongoing relationships within a client base of approximately 200 customers, supporting engagement, retention, and continuity throughout the customer journey. Maintained frequent customer contact and helped clients apply content and digital positioning strategies.

Customer Relationship Management Retention Client Engagement Communication Skills Digital Strategy

Onboarding Analyst

Grupo Silva

Aug 2025 - Nov 2025 (3 months)

Conducted approximately 9-10 onboarding meetings per day, guiding clients through the first stage of their projects and clarifying scope, expectations, and next steps. Mapped target audiences and created practical scripts and guidance materials for clients.

Customer Onboarding Client Meetings Audience mapping Content Guidance Script Writing Communication Skills

Customer Success Manager

IAS Instituto

Jun 2024 - Aug 2025 (1 year 2 months)

Supported a customer base of approximately 200 clients with onboarding and ongoing relationship management primarily through WhatsApp. Handled customer support, contract issuance, billing follow-up, overdue-payment control, and retention-related interactions.

Customer Success Onboarding Relationship Management WhatsApp Contract Administration Billing Retention Event Coordination

Finance & Administrative Assistant

Vinci Partners

Jan 2022 - Feb 2024 (2 years 1 month)

Promoted internally from Receptionist after approximately eight months based on reliability, availability, ownership, and performance. Processed accounts payable, organized financial documentation, performed bank reconciliations, and supported administrative workflows.

Accounts Payable Financial Documentation Bank Reconciliation Administrative Support Confidentiality

Receptionist

Vinci Partners

Jan 2021 - Jan 2022 (1 year)

Managed meeting-room scheduling, email communication, visitor reception, employee requests, and day-to-day office support. Coordinated meeting spaces and logistics for internal corporate events, including company-wide and commemorative events.

Reception Meeting Coordination Event Logistics Email Communication Office Support High Profile Service

Hospitality Agent / Receptionist

Vogue Square Fashion Hotel; CDesign Hotel; Prodigy Hotel San

Nov 2018 - Mar 2021 (2 years 4 months)

Delivered front-desk and guest service in fast-paced hospitality environments, including check-in/check-out, reservations, phone support, rate negotiation, cash handling, and conflict resolution. Assisted international guests on a daily basis, using English and Spanish in real customer-service situations.

Frontdesk Guest Service Check in Check out Reservations Phone Support Rate Negotiation Cash Handling Conflict Resolution English Spanish

Education

Degrees, certifications, and relevant coursework

Flex Aviation Center

Flight Attendant Certification, Aviation

2017 - 2017

Grade: 10

Activities and societies: Hands-on training in customer service, teamwork, emergency response, first aid, safety procedures, and decision-making under pressure.

Completed professional flight attendant training with emphasis on customer service, interpersonal communication, teamwork, safety procedures, emergency response, conflict management, and maintaining composure in high-pressure situations.