Carlos Eduardo Hespanha Madeira

Head of Customer Experience @ Numeral

About

Hi, thanks for visiting! I am a passionate and results-oriented professional with over 9 years of experience in the education and technology industries. I have a proven track record of success in managing client relationships, developing and executing strategic partnerships, and driving growth. In my previous roles, I have successfully managed a portfolio of high-performance partnerships with tech companies, developed new product lines in the higher education sector, and led a team of sales coordinators. I am also an excellent team player with strong cross-functional collaboration and project management skills. I am skilled in using data to drive decision-making and provide insights that help businesses grow. I am also a strong communicator and have a proven ability to build relationships with clients and stakeholders. Passionate about education, technology, history, languages, swimming, my cats (Jinx & Jax) and the J.R.R Tolkien universe. Living experience in the UK (2000 - 2003), Mexico (2008 - 2011), USA (2011 - 2015) and Japan (2013 - 2014); Currently living in São Paulo.

Country

Brazil

City

São Paulo

Industry

Financial Services

Skill

Team Building, Customer Relationship Management (CRM), Key Account Management, Sales Operations, B2C, Product Management, Interpersonal Skills, Public Speaking, cross function collaboration, Strategic Planning, International Relations, Foreign Languages, Relationship Building, Strategic Thinking, Analytical Skills, Cross-functional Collaborations, SQL, Python (Programming Language), Customer Satisfaction, Cross-functional Team Leadership

Experience

Head of Customer Experience

Numeral

2024-1 - Present · 2 yrs 9 mos

Remote

Senior Account Manager

Trybe

2021-9 - 2023-10 · 2 yrs 2 mos

- Directed strategic management of high-value accounts, optimizing retention and fostering enduring partnerships. - Provided tailored product recommendations to enhance partner engagement, resulting in increased conversions. - Orchestrated end-to-end partner relationship management, resulting in fortified customer ties, driving new account referrals and upselling. - Leveraged data insights to analyze technology market trends, advising partners on effective strategies for heightened service quality and personalization. - Managed a B2B sales pipeline achieving sustained growth YoY. - Collaborated seamlessly with cross-functional teams and reported directly to C-Level executives.

Customer Success and Product Manager

STB Student Travel Bureau

2018-12 - 2021-9 · 2 yrs 10 mos

São Paulo, São Paulo, Brazil

- Formulated and executed product lines for B2C audience, establishing exclusive multinational partnerships. - Realized R$ 2.5MM profit in 2020, a significant increase from R$ 1.5MM in 2019, through strategic initiatives (new product portfolio, marketing material and opening new markets). - Negotiated incentives and commission programs with suppliers, amplifying franchisees' network loyalty to the product. - Innovated by incorporating new destinations into the portfolio, extending market outreach. - Led high-performing teams, reported to C-Level executives, set and monitored KPIs and OKRs.

Sales Coordinator

2015-6 - 2018-12 · 3 yrs 7 mos

São Paulo, Brazil

- Skillfully managed the B2C sales pipeline, consistently achieving annual contract retention and upselling goals. - Pioneered expansion into new markets, contributing to revenue growth and customer diversification. - Analyzed data to drive product enhancements and delivered comprehensive product training to franchisees nationwide. - Received EF Global Awards for remarkable global sales growth and outstanding results.