Claudia Sampaio Assunção

Within Swan's Operations team — a BtoB banking infrastructure (API) enabling companies to embed financial services — I manage the Customer Experience & Operations team in a BtoBtoC model, handling requests from both partners (companies integrating Swan) and their end users. ▸ Built and structured the team from scratch : hiring, onboarding, training, KPIs ▸ Deep expertise in banking products : IBAN accounts, virtual/physical payment cards, SEPA transfers, direct debits, KYC/AML, embedded finance ▸ Performance management : CSAT, SLA, Trustpilot — consistently among Swan's top-performing customer-facing teams ▸ Set up product reports and recommendations to continuously improve partner and end-user experience ▸ Pioneer in AI adoption (Dust) : created and deployed AI agents to optimise workflows and service quality ▸ Management of BPO providers and cross-functional collaboration : Product, Engineering, Compliance, KYC, Risk/Fincrime

Instructor for a Customer Success Manager course

Member of the specialised and expert collective in the field of Customer Success. Customerz takes care of your customers and supports you through Customer Success and Customer Care services for one-off or long-term

Teach Strategy Internet buying media and web marketing for the MBA e-business students

Time for a planet is a entreprise with à mission that wishes to raise 1 billion euros to create 100 companies fighting against global warming. It is possible to become a shareholder from one euro invested. We ara the last generation who can prevent a climate collapse. Let's act together! If you want to know to get involved, click here : https://www.time-planet.com/fr

Management of a multi-cultural, multi-lingual, and multi-skilled team in charge of supporting exchanges between the digital teams and the five subsidiaries of the group. Main activities: - Ensuring the proper processing of level 3 support requests from subsidiaries to the digital teams. - Supporting projects and requests from the digital teams to the subsidiaries. - Ensuring that the support teams have the necessary knowledge of the digital offer. - Supporting the sales and management teams in the adoption of the new features of the offer. Change management. - Monitoring of user experience and technical improvements. Main actions : - Implement managerial rituals, feedback, encouragement, activity enhancement, and more. - Support and development and empowerment of employees. - Elaboration and monitoring of activities, implementation of control points with monitoring indicators, and analysis of results. - Definition of individual and collective objectives. - Planning and distribution of the team's activity. - Identification of information, support, and training needs of employees.

Mission - Managing and leading the Customer Care team in charge of supporting customers in their daily needs and for all questions related to product use. - Management of technical problems (related to using the platform or external service providers), ensuring a quick resolution and smooth communication. - Synthesize customer feedback to enable product improvement and prioritization of developments. - Discussions with the technical and product team to develop the offer according to feedback from the field. - Support the sales team, CSMs, and account managers. - Updating and animating the product knowledge internally (resource center) and externally (FAQ).

- Participation in strategic vision, definition of the RnD commercial offer and implementation of prospecting tools. - Business Development. - Implementation of Upsell strategies. - Setting up support teams, KPIs and measuring customer satisfaction. - Key Customer Support in consulting and managing complex projects in co-creation with customers. Cross-functional mission: - Process optimization under the coordination of the DG. - Reflections and internal communication workshops coordinated by the Human Resources Director. - Setting up meditation sessions, and appreciative inquiry, among others.

- Manage teams and projects on and offline to provide maximum. Satisfaction to our customers and our customers' customers. - Change management support for customers during the integration of digital projects: identification of obstacles and risks, sponsors and relays, implementation of documentation, training, communication plan and reporting and follow-up. - Onboarding, follow-up and customer loyalty. - Ensure team harmony and manage schedules, budgets, and tasks for practical projects. - Bring intelligence to customer recommendations and support to face their challenges. - Listen and stay alert to changes in communication and uses.

- Change management following the acquisition of the agency by the Newsinvest Group: integration of teams, adaptation to new work processes, consultation workshops, training, communication and follow-up. - Team management and taking care of their quality of life at work, development of processes and procedures, customer relationship, web projects management, implementation of online media strategies, reputation, and performance for customer’s campaigns. - Creative and technical coordination of online projects: web marketing campaigns, performance tools (banners, e-mail landing pages...), websites, intranets, extranets, serious games, mobile applications, e-learning, custom applications, and more.

- concept, history and evolution of marketing - market and market environment - Market sizing - Marketing information system and market research - Marketing services - Consumer behavior and psychology - Product Analysis - Price determination - Study of the distribution - Promotional composition - Sales administration - Strategic planning - Practical cases

Future business models, understanding new forms of communication, the role of influencers and integrated media. Art and culture repertoire combined with promotion and activation themes, transmedia, branding, digital media, among others. Development of creative and innovative skills, qualified to analyze the business environment, consumer behavior, how to segment and position products and services on the market, implementation of marketing strategies, control and evaluate results, respecting aspects legal ethics and always incorporating a creative and innovative vision of campaign planning in the creation of plays and the definition of media.

- comprendre la notion de conduite du changement et son évolution dans le temps - appréhender les grands mécanismes psychosociologiques du changement - diagnostiquer un changement (stratégique, culturel, organisationnel, informatique) en entreprise - construire les plans de formation, de communication et d'accompagnement - mettre en place les dispositifs de pilotage d'un changement - déployer des démarches agiles du changement à base d'ateliers participatifs