RT

Open to opportunities

Érika Tarquini

@rikatarquini

Customer experience specialist driving digital CX, service quality, and product adoption.

What I'm looking for

I seek roles where I can lead CX strategy and digital product adoption, work cross-functionally, use data to improve service quality, and drive measurable customer satisfaction and retention.

I am a customer experience specialist with extensive background leading CX initiatives and digital product adoption. I currently lead the creation and evolution of a CX department, redesign chatbots and IVR systems, and monitor KPIs such as NPS and CSAT to improve service quality.

My career spans roles in travel consultancy and CX where I designed workflows, tools, and processes to deliver consistent customer experiences across channels. I focus on data-driven continuous improvement, conducting customer research, and analyzing usage metrics to optimize digital services and products.

I bring hands-on experience in service improvement planning, customer journey mapping, VoC analysis, and cross-functional collaboration, complemented by practical knowledge of HTML5 and CSS3 and tools like Power BI, Figma, Maze, Trello, Slack, and Google Workspace.

I am passionate about combining technology and customer-centric strategy to drive measurable results, improve retention, and scale service excellence across organizations.

Experience

Work history, roles, and key accomplishments

LC

Current

CX Lead

Current

Lello Condominios

May 2023 - Present (3 years 1 month)

Leading creation and evolution of the CX department, redesigning chatbots and IVR systems, and tracking NPS/CSAT to improve service quality and digital product adoption.

Customer Experience IVR NPS CSAT CX Metrics Analysis Continuous Improvement

LT

Travel Consultant

Lusanova Turismo

Jun 2019 - Jan 2022 (2 years 7 months)

Provided personalized pre- and post-sales support to travel agencies across Brazil, developed VIP travel products, and improved customer retention through high-quality service delivery.

Customer Support Customer Retention Sales Pre Sales Post Sales Relationship Management Service Delivery

AG

Travel Consultant

AgaxTur

Dec 2015 - Mar 2019 (3 years 3 months)

Delivered end-to-end support to travel agencies, built customer loyalty through consistent service, and sold packages, accommodations, tickets, and other travel services.

Customer Support Packages Account Management

NV

Travel Consultant

Nório Viagens

Jun 2012 - Jun 2015 (3 years)

Supported sales operations including bank reconciliation and invoice verification, provided in-person and online customer service, training, and prospected new clients and suppliers.

Sales Support Customer Service Training Sales Prospecting Invoicing Partner Management

KO

Travel Consultant

Kontik

Nov 2010 - Apr 2012 (1 year 5 months)

Managed corporate services including sales, training, and customer support to deliver tailored tourism solutions to business clients.

Corporate Travel Sales Training Customer Support Service Delivery

Education

Degrees, certifications, and relevant coursework

HP

HOTEC - São Paulo

Bachelor's Degree, Tourism Management Technology

2008 - 2009

Bachelor's degree in Tourism Management Technology completed at HOTEC - São Paulo between 2008 and 2009.

CT

Cultural Exchange Program, Toronto

Certificate, Cultural Exchange

Participated in a cultural exchange program in Toronto, Canada.

Tech stack

Software and tools used professionally

Gmail

Figma

HTML5

Google Workspace

Trello

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