Leonardo Simões

Supported US customers via Zendesk, Jira, and Slack, reducing general tickets by 30% through proactive engagement. Conducted financial and compliance risk analysis with the DoB to prevent fraud and money laundering, and managed cash pickup providers to decrease service costs by 25%. Implemented customer satisfaction tools and managed partnerships with US banks for money collection and processing.

Engaged directly with B2C customers to sell e-Learning services through cold calling and emailing. Managed the entire sales process using HubSpot.

Analyzed KPIs and SLAs for targeted B2C customer engagement, selling e-learning services via various communication channels. Managed customer interactions entirely through Salesforce and led cross-sale campaigns to increase revenue and product reach. Also involved in sales team management.

Trained and onboarded new realtors in products and sales techniques like SPIN Selling and BANT. Provided customer service to high-end clients and performed financial and document analysis for mortgage processes. Managed service flow using HubSpot.

Developed management reports and dashboards using MS Excel, contributing to the sales team being recognized as the best for four consecutive years. Managed administrative, financial, and facilities controls, focusing on accounts payable and invoice control. Maintained customer portfolios, created marketing campaigns, and provided customer support and post-sales services.

Studied core principles of public administration and business management. Gained knowledge in organizational behavior, public policy, and financial management relevant to public and private sectors.