Nathalia Villar

• Strategic leadership of the Customer Success operation, focusing on retention, end-to-end journey, performance, and business scalability. • Governance of strategic indicators: Management and reporting of health metrics (NPS, CSAT, Churn, LTV) and operational capacity to the board of directors. • CS Ops structuring, involving the development of playbooks, management rituals, and workflow optimization to increase team efficiency. • Cross-functional collaboration, interfacing with Product, Sales, and Operations to translate the "Voice of the Customer" into roadmap and experience improvements. • Leadership management with a focus on creating a high-performance culture and results-oriented mindset.

• Operations and Customer Experience (CX) leadership in a hyper-growth scenario, ensuring high-quality support and post-sales. • Operational Scalability: Responsible for scaling the team from 4 to 32 members, structuring recruitment, onboarding, and technical training processes. • Data Culture: Building KPIs and management dashboards for performance monitoring and executive decision support. • B2B Portfolio Management: Supervising teams responsible for a portfolio of 100 to 200 strategic accounts per operation. • Excellence in Satisfaction: Maintaining high-performance indicators, closing the cycle with a 98% NPS, even during the accelerated scaling phase. • Process standardization and routine automation to gain productivity and reduce operational costs in post-sales.

• Strategic role in CS Ops, connecting multiple stakeholders to optimize the customer journey and ensure continuous process improvement. • Co-responsible for implementing the Quality Management System, defining analytical criteria and governance rituals—a model later scaled across the entire CX department. • Leadership in Bot implementation and support automation, analyzing the impact on productivity and mapping experience improvements to reduce friction. • Monitoring of strategic indicators (KPIs) and participation in executive forums to report results and align business goals.

• Leadership in Twilio platform implementation (CRM/Telephony), conducting testing, validation, and supporting the tool's expansion across the entire CX operation. • Analysis of operational data and performance metrics, ensuring efficiency and stability in high-pressure scenarios. • Focus on Training and development, leading programs for new leadership formation and actively participating in strategic recruitment. • Creation of executive presentations focused on performance diagnostics to support decision-making.

• Direct team management (up to 12 people), focusing on competency development, engagement, and a high-performance culture. • Conducting leadership rituals, including weekly 1:1s, structured feedback, performance reviews, and development plans. • Technical management of CX indicators: monitoring CSAT, AHT (TMA), ART (TMI), acceptance, and availability to ensure service excellence. • Preparation of management reports and dashboards, transforming operational data into insights to improve the customer experience.

• Creation of a Playbook during the process changes brought by the pandemic. • Structuring of customer touchpoints, which served as the foundation for the creation of the Health Score. • Team leadership of up to 9 people. • Monitoring of deliverables through reporting and data analysis. • Weekly monitoring via 1:1s and performance coaching. • Implementation of testing, strategies, and goals

• Monitoring project implementation with up to 200 customers. • Structuring the process for an exclusive group of customers. • Problem-solving. • Participation in creating the pre and post-sales department for exclusive customers. • Responsible for sales and upselling.

• Participation in structuring a newly formed department. • Project presentation meetings for clients. • Closing focused on negotiation techniques. • Closing and receiving contracts.

• Diagramação de materiais para a publicação de matérias em revistas especializadas. • Revisão dos livros e textos a serem publicados.

• Geração de conteúdo dos clientes. • Idealização de maneiras diferentes e ideativas de se comunicar com o público alvo de clientes. • Elaboração de releases para revistas e jornais. • Criação de planos de conteúdos para os clientes