Allan Costa

Workers.ai is a technology company focused on artificial intelligence, operating in the automation of sales prospecting, marketing, and RevOps, with a strong focus on scaling operations and increasing productivity. • Structuring the Customer Success function, including OKRs, KPIs, playbooks, and the end-to-end customer journey; • Managing key Customer Success metrics such as Health Score, Revenue, Churn, LTV, and retention indicators; • Full-cycle customer management across the entire customer base (onboarding, ongoing success, support, churn prevention, and retention); • Identifying and developing upsell and cross-sell opportunities; • Acting in a consultative role with clients on sales processes, sales techniques, AI usage, and best practices for leveraging Meta’s official WhatsApp API; • Collaborating with internal stakeholders to prioritize the product roadmap based on customer needs and feedback; • Managing strategic accounts, including negotiations, client visits, and executive alignment meetings.

GAP Group is a consulting firm for fitness businesses, focused on revenue growth through training in sales, marketing, finance, and people management. Responsibilities: - Led and coordinated activities for a portfolio of up to 15 clients, focusing on revenue increase; - Planned sales targets, marketing campaigns, and events to drive visitor acquisition; - Conducted weekly training sessions with commercial teams and managers, and facilitated mentorships in marketing and financial management; - Monitored daily KPIs and developed tailored action plans to meet sales targets; - Produced manuals, content, and strategies to improve sales and people management performance. Results: - Significant improvement in client sales performance, directly impacting monthly revenue; - Standardization of commercial processes; - Developed company culture codes and post-sales strategies; - Delivered marketing and leadership mentorships.

WeON is an omnichannel platform that integrates communication channels such as WhatsApp, live chat, email, telephony, and ticketing systems, providing complete customer service solutions. Responsibilities: - Led the Customer Experience department, managing a team of up to 7 analysts in a 24/7 operation, including 1:1s, feedback sessions, development plans (PDIs), and recruitment processes; - Defined and monitored OKRs and KPIs, preparing and presenting performance reports for the operation; - Created policies and processes for 24/7 support, ensuring alignment with stakeholders and documentation of procedures; - Managed customer satisfaction surveys (CSAT), developed action plans, and tracked customer experience metrics; - Coordinated internal training programs, focusing on both technical skills and soft skills development for the team; - Led projects with strategic clients, ensuring service quality and client alignment. Key Achievements: - Successfully unified two customer support teams following a company M&A process; - Improved SLA compliance, increasing the percentage of tickets closed within the deadline from 51% to 90% in under 6 months; - Centralized customer interactions across official channels, scaling from 300 to over 1,000 tickets handled per month; - Boosted CSAT response volume from 2 per month to over 30 per week, reaching 90% customer satisfaction; - Achieved 100% of analysts with structured development plans and clearly defined OKRs; - Implemented service segmentation by business units and account-based support for Enterprise and SMB clients.

Tecnofit is a management platform for fitness businesses, supporting gym managers, instructors, sales, and customer service teams. Responsibilities: - Managed a team of up to 15 analysts N1 and N2, with a strong focus on career development through 1:1s and structured PDIs; - Monitored performance indicators such as contact rate, CSat, SLA, and reasons for support requests; - Handled admin routines including vacation scheduling, timesheets, and shift planning; - Analyzed operational reports and improved service processes; - Managed stakeholder communication and crisis resolution. Results: - Maintained 97% SLA compliance across 10k+ monthly tickets; - Achieved 98% customer satisfaction across 3.5k+ reviews/month; - Migrated 600+ knowledge base articles from Intercom to Freshdesk; - Led content production for KB and training paths for the support team and new hires; - Supported 20+ promotions or recognitions; - Reduced over 3k product-related tickets by analyzing support reasons.

- Defined support strategies and improved service processes; - Acted as point of contact for escalations and complex cases. Results: - Produced 30+ inbound marketing materials for the Tecnofit blog; - Maintained 95% CSat and 92% SLA; - Handled over 1k tickets/month.

- Developed and improved support processes; - Worked closely with stakeholders on issue resolution. Results: - Produced blog content for Tecnofit and Interação Fitness; - Maintained 95% CSat and 92% SLA; - Supported over 1k customers monthly.