Lorrana Guimarães
@lorranaguimares
Human-centered customer experience leader with 10 years' cross-border expertise in CX, sales, and team leadership.
BrazilWhat I'm looking for
I am a human-centered professional with 10 years of experience across startups, SaaS SMEs and international companies, delivering results in customer service, communications, sales, commercial operations and tourism. I hold a bachelor's degree, an MBA and a postgraduate degree, speak Portuguese natively, Spanish fluently and English professionally, and bring strategic vision, empathy, resilience and a strong customer-focus to every role.
I have led remote teams, managed CRMs (Bitrix, Zendesk), implemented cross-selling and upselling strategies, and built communication and sales enablement programs that improved customer satisfaction and operational performance. I am motivated by continuous improvement, people development and solving complex customer problems in multicultural environments.
Experience
Work history, roles, and key accomplishments
Sales Enablement Specialist
Buzzmonitor
Aug 2025 - Sep 2025 (1 month)
Delivered a freelance project creating sales training materials, onboarding programs, KPI definitions, and reports to improve sales team performance and align resources with company objectives.
Customer Experience Manager
Ez Travel
Jul 2024 - Jun 2025 (11 months)
Remotely led a 15-person Spanish-speaking customer experience team, maintained service levels and satisfaction, implemented cross-selling/upselling strategies, and defined corrective actions to improve CX processes.
Leisure Travel Consultant
Ez Travel
Jan 2024 - Jun 2024 (5 months)
Served international luxury clients end-to-end, created personalized itineraries, booked travel services using GDS Sabre and NDC TKConnect, and negotiated supplier rates to ensure seamless travel experiences.
Community Manager
Nubimetrics
Sep 2021 - Oct 2022 (1 year 1 month)
Developed and executed social media communication strategies for the Brazilian market, produced monthly content calendars and copy, guided design, ran Google Ads copy and keyword research, and reported engagement metrics.
Education
Degrees, certifications, and relevant coursework
AUAnhembi Morumbi University
Master of Business Administration, Tourism and Hospitality Management
MBA in Tourism and Hospitality Management completed in June 2023.
UNUNIFACS
Bachelor of Arts, Social Communication (Advertising)
Bachelor’s degree in Social Communication with a major in Advertising completed in June 2019.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Website
lorranaguimaraes.lovable.appJob categories
Skills
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