Open to opportunities

nivea rodrigues

@nivearodrigues

Message

Customer Success professional focused on client retention, renewals, and conflict-free renewal outcomes.

Brazil

Message

What I'm looking for

I’m seeking a remote role in Customer Success, Client Retention, Renewals, or Customer Service—where I can manage client portfolios, prevent churn, drive renewals, and resolve conflicts using clear communication and data-driven reporting.

I’m a customer-focused Customer Success professional with 4+ years of experience in customer service, back office operations, collections, retention, and contract renewals. I’ve been recognized as a top performer in retention (lowest cancellation rate) and renewal (highest renewal rate), with a strong track record of managing client portfolios, reducing churn, and resolving conflicts through win-win negotiation.

I bring clear, assertive verbal and written communication supported by a background in language and literacy education. In every role, I proactively identify early signs of dissatisfaction, execute retention/renewal strategies, maintain accurate reporting and documentation, and use performance metrics analysis to guide targeted action plans—while keeping the client experience at the center.

Experience

Work history, roles, and key accomplishments

Current

Teaching Assistant

Current

Kumon

Jan 2023 - Present (3 years 6 months)

Plans and delivers individualized learning activities and adapts instructional materials for diverse student needs. Tracks performance metrics, provides personalized support, and leads alignment meetings with parents/guardians.

Digital Tools Active Listening Empathy

Private Tutor

Self-Employed

Jan 2020 - Dec 2022 (2 years 11 months)

Delivers personalized one-on-one tutoring by planning lessons and tracking individual student progress. Independently manages scheduling, client relationships, and business finances.

One On One Tutoring Lesson planning Student Progress Tracking Scheduling Client Relationship Management Business Finance

Intern

Prefeitura de Vitória

Feb 2018 - Dec 2019 (1 year 10 months)

Supports the planning and execution of educational programs focused on inclusion and diversity. Co-develops instructional materials, provides one-on-one support, and contributes to planning meetings, scheduling, and reporting.

Program Support Inclusión Planning Reporting Scheduling

Customer Service Rep & Back Office

Sollo Brasil

Mar 2014 - Jul 2015 (1 year 4 months)

Provides customer support and manages back-office operations with a focus on accuracy and timely completion. Handles collections and account discrepancies, and executes retention and renewal strategies to address cancellation risk.

Customer Service Back Office Operations Collections Negotiation Customer Retention Renewals Churn Risk Management Record keeping

Customer Service Representative

Brasil Center

Nov 2009 - Jul 2013 (3 years 8 months)

Provides customer support in a high-volume call center environment covering back office operations, collections, retention, and contract renewals. Earned top-performer recognition in retention and renewal campaigns and negotiated outstanding debts while applying churn-reduction strategies.

Call Center Support Back Office Operations Collections Retention Strategy Contract Renewal Debt Negotiation