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Sophia Portela

@sophiaportela

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Bilingual Customer Success professional driving onboarding, retention, and scalable client engagement.

Brazil

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What I'm looking for

I seek a customer-centric, scalable role in a global team focused on onboarding, retention, CRM-driven growth, and opportunities to optimize processes and user adoption.

I am a bilingual (Portuguese & English) Customer Success professional with hands-on experience onboarding and supporting B2B clients for a SaaS HR/time & attendance platform. I have supported 800+ clients, delivered training to 200+ HR/payroll managers, and reduced activation time through consultative support.

I design FAQs, flows, and manuals that cut repetitive support requests and build CRM alerts and follow-up strategies to detect churn risk and improve retention. I apply empathy, digital communication, and copywriting techniques to increase adoption and satisfaction.

Currently pursuing a Bachelor in Advertising & Marketing, I seek roles in global, customer-centric teams where I can scale processes, improve customer experience, and contribute using CRM tools like HubSpot and Salesforce basics.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Analyst

Current

Dot8

Feb 2025 - Present (7 months)

Supported onboarding and adoption for 800+ B2B clients, delivering trainings to 200+ HR/payroll managers and reducing activation time; implemented churn-risk alerts and structured follow-ups that improved retention and self-service.

Customer Success Onboarding Retention Documentation Customer Engagement

Sales Consultant

Templum Mobiliário

May 2024 - Aug 2024 (3 months)

Managed a pipeline of 200+ monthly leads using SPIN Selling and consultative techniques, increasing lead engagement and aligning sales with marketing campaigns.

Sales Pipeline Management SPIN Selling Consultative Sales Lead Generation CRM Campaign Alignment

Administrative Assistant

CIEE

Jun 2023 - Dec 2023 (6 months)

Created FAQs and manuals that reduced repetitive support tickets, implemented administrative process improvements, and delivered SaaS training with high satisfaction scores.

Documentation Process Improvement Customer Support Administrative Support Digital Communication Copywriting

Education

Degrees, certifications, and relevant coursework

PUC Minas

Bachelor in Advertising & Marketing, Advertising & Marketing

2024 -

Pursuing a Bachelor in Advertising & Marketing via distance learning, combining communication and business skills to support customer-centric solutions.