Luana De Campos

Managed enterprise and mid-market accounts, maintaining 85%+ renewal rates and identifying expansion opportunities.
Conducted business reviews with executive stakeholders, identifying growth opportunities and renewal risks.
Increased engagement through data-driven success plans and proactive account management.
Drove ARR growth through upsell and cross-sell initiatives aligned with customer goals.

Managed strategic accounts, focusing on retention and long-term value creation;
Identified growth opportunities through upsell and cross-sell initiatives;
Analyzed customer usage data to detect risks and improve engagement;
Acted as a trusted advisor, delivering training and proactive support;
Facilitated alignment between clients and internal teams.

Led customer onboarding and ongoing education, analyzing client needs to design tailored customer success strategies. Monitored performance metrics, managed customer relationships to ensure satisfaction and retention, and collaborated cross-functionally to enhance service delivery.

Led customer experience and support team operations;
Designed and implemented customer journey improvements;
Created the company's first loyalty program, increasing engagement and retention;
Monitored KPIs such as NPS, CSAT and retention rates;
Structured the Customer Service Area from scratch.

Led onboarding and implementation processes for new clients;
Delivered training and ensured platform adoption;
Customized implementation strategies based on client needs;
Supported system integration and post-implementation success.

Handled complex customer issues as Ombudsman/Voice of the Customer, driving resolution, claims management, and conflict mediation to reverse negative experiences. Eliminated the customer service backlog in 60 days and maintained SLA results between 99–100% (exceeding a 90% target) through customer trend analysis, KPI monitoring, and continuous improvement initiatives.

Studied Business Administration at Sumaré College from 2008 to 2011.