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Suzi Silva

@suzisilva

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Customer Support & E-commerce Specialist

Brazil

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What I'm looking for

I’m looking for a fully remote contractor/PJ role where I can work at the intersection of customer experience, CRM, and conversion, using customer insights to improve journeys and reduce friction.

Customer support and e-commerce professional with 6 years of experience across retail, beauty, financial services and automotive brands

(Natura, Cia. Hering, Ford, Alelo). Works at the intersection of customer experience, CRM and conversion: understands the full purchase

journey, identifies where customers get stuck, and turns support insights into product and revenue improvements.

Strong in written customer communication, ticket triage and root-cause analysis, with a data-driven approach to reducing contacts.

Native Portuguese, professional Spanish (B2 - C1), English B2-C1 written and B1 speaking. Available immediately as contractor/PJ, fully remote.

Experience

Work history, roles, and key accomplishments

Current

CRO Analyst — E-commerce

Current

Wicomm

Mar 2026 - Present (8 months)

Analyzed customer journeys and conversion funnels for 10+ e-commerce brands, identifying friction points in product pages, cart, and checkout. Translated behavioral data into prioritized recommendations and designed A/B tests.

CRO A B Testing Customer Journey Mapping Funnel Analysis Session Recordings Heatmaps Data Analysis

Lifecycle Marketing Specialist

Logzz

Apr 2025 - Apr 2026 (1 year)

Built WhatsApp-based customer journeys, increasing conversion by 15% and reaching 2.80x ROI. Wrote and tested message flows for onboarding, reactivation, and post-purchase, and produced UGC for paid campaigns.

WhatsApp Marketing Lifecycle Marketing Conversion Rate Optimization UGC Paid Media Campaigns Copywriting

CRM Analyst (Ford account)

VML

Apr 2024 - Jun 2025 (1 year 2 months)

Managed Salesforce Marketing Cloud campaigns for a large customer base, increasing click-through rate by 30%. Segmented audiences and personalized communication across email and push, reducing irrelevant contacts and complaints.

Salesforce Marketing Cloud CRM Segmentation Personalization Email Marketing Push Notifications

CRM Analyst

Cia. Hering

Jan 2023 - Apr 2024 (1 year 3 months)

Generated BRL 120K in incremental revenue through targeted lifecycle campaigns. Increased click-through rate by 15% and engaged customer base by 20%, while reducing wasted send volume by 12%.

CRM Lifecycle Marketing Segmentation Retention Email Marketing Data Analysis