Natália Carvalho
@natliacarvalho
Customer Care leader driving retention, process improvement, and data-informed support.
PortugalWhat I'm looking for
I am a results-driven Customer Care leader with hands-on experience in Customer Success, Account Management, and Customer Support, having managed client portfolios, reduced resolution times by 30%, and increased repeat purchase rates through improved processes and training. I combine clear, empathetic communication with data analysis skills (Power BI, Excel) to optimise customer journeys and lead remote teams effectively.
I have a background in education and support roles that sharpened my training, UX writing, and cross-functional collaboration abilities, and I seek a remote leadership role where I can scale customer retention strategies, mentor teams, and deliver measurable improvements in satisfaction and operational efficiency.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
Foundever
Sep 2024 - Present (1 year 1 month)
Managed a portfolio of clients remotely, improving satisfaction and retention while reducing average resolution time by 30% through process improvements and personalized support.
Customer Education Assistant
CEPG
Oct 2020 - Aug 2024 (3 years 10 months)
Developed educational materials and implemented teaching strategies while collaborating with interdisciplinary teams to improve communication and student learning outcomes.
ALSales & Customer Support
AliExpress
Feb 2018 - Mar 2020 (2 years 1 month)
Handled customer support and retention, increasing repeat purchase rates by 20% and trained new team members to improve service and sales performance.
Education
Degrees, certifications, and relevant coursework
CEPG
Customer Education Assistant, Dental Medicine (assistant/education)
Completed studies in Dental Medicine support and developed educational materials and teaching strategies while collaborating with interdisciplinary teams.
CESGO
Certificate, Public Security Management
Studied public security management through CESGO in Minas Gerais.
IEFP
Certificate, Data Analysis / Power BI
Completed Power BI and data analysis training through IEFP (remote) in Porto, focusing on data tools and analytics.
Tech stack
Software and tools used professionally
Availability
Location
PortugalAuthorized to work in
Job categories
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