RAQUEL RODRIGUES DE OLIVEIRA
Barcelona
Summary
I have excellent communication skills, strong analytical thinking, and a fast learning mindset. With a solid background in the tech industry, I specialize in customer success and retention, consistently driving product adoption, enhancing customer engagement, and delivering long-term value. My experience includes managing enterprise accounts, resolving escalations, and optimizing the overall customer experience.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
Veeva System
Barcelona
2021.05 - Current
- Post-sales relationship management & value delivery
- Actively engaging on best practices, challenges and product adoption
- Product communication, deep dive sessions and consultancy
Support Account Manager
Webhelp
Barcelona
2018.02 - 2021.05
- Trusted advisor for Enterprise Customers
- Monitor high priority cases, advocate for the customer's needs
- Enhance the support experience through customized performance reviews and tailored support solutions to improve KPIs
- Escalation Manager
Email Specialist for Google G Suite
Sellbytel
Barcelona
2014.04 - 2018.02
- Tier 2 Gmail expert, providing support to Google's G Suite Premium customers with +10000 seats
- Responsible for troubleshooting G Suite related topics and customer environment, providing complete and timely support for potential issues
- Comply with strict SLAs and high quality targets
Product Development Assistant
Richards
Rio de Janeiro
2010.08 - 2013.12
- Direct contact with suppliers, responsible for order management and quality control
Production Assistant
Di Marsi Indústria e Comércio de Roupas Ltda.
Rio de Janeiro
2008.05 - 2010.06
- Responsible for controlling different stages of production and monitoring deliveries to meet deadlines
Education
Customer Experience -
Fundação Getulio Vargas
Rio De Janeiro2022-04
KAM: building relationship with Strategic Clients -
Esade Business & Law School
Barcelona01.2021
MBA - Fashion Management
Esden Business School
Barcelona2016-06
Bachelor - Fashion Design
Senai Cetiqt
Rio de Janeiro2007-12
Skills
- Customer Relationship Management
- Project Management
- Business Analytics
- Customer advocacy
- Cross-functional coordination
- Training programs
Certification
Veeva CRM System Admin 1, 2022
Timeline
Senior Customer Success Manager
Veeva System
2021.05 - Current
Support Account Manager
Webhelp
2018.02 - 2021.05
Email Specialist for Google G Suite
Sellbytel
2014.04 - 2018.02
Product Development Assistant
Richards
2010.08 - 2013.12
Production Assistant
Di Marsi Indústria e Comércio de Roupas Ltda.
2008.05 - 2010.06
Customer Experience -
Fundação Getulio Vargas
KAM: building relationship with Strategic Clients -
Esade Business & Law School
MBA - Fashion Management
Esden Business School
Bachelor - Fashion Design
Senai Cetiqt