At Almah Comunicação, I own relationships with 8 to 10 strategic e-commerce accounts and step in when an account is at risk. I retained accounts including Komfort House, a 22-store furniture retailer, through structured listening, clear prioritization, and proactive communication.
I handle escalations, negotiate deadlines and scope, and translate client needs into prioritized work for delivery teams. I also lead and develop 9 direct reports, tracking SLA, response and resolution times, CSAT, and NPS.
