Welcome to Fernanda's Journey!
As a junior UX designer, I am excited to showcase my UX projects and articles that I have published. Through my portfolio, I hope to provide a glimpse into my design process and the skills I bring to the table. I believe that creating user-centered designs is crucial in delivering a seamless experience to the users. I am passionate about designing products that are both aesthetically pleasing and functional. I might say I still have a lot to learn and this are definitely early stage projects.
In my professional career I have been collaborating directly with clients through various channels, the primary focus lies in delivering exceptional customer support for company's products. The significance of this role extends beyond routine assistance, as it involves generating in-depth analyses and insights that wield considerable influence over key business stakeholders. Timely reporting is a crucial facet, communicating the performance metrics of our digital channels and online customer experience. The pivotal contribution comes in the form of comprehensive analysis of online user behavior, pinpointing and prioritizing avenues for improvement. Data is harnessed to construct prioritized product backlogs aligning with our strategic goals.
Feel free to explore my portfolio and get in touch with me for any design and project management opportunities, feedback or collaborations.
About Me.
Dynamic Customer Success Analyst with 13 years of experience driving customer experiences across diverse industries. Expertise in customer relationship management, project management, and user experience seeking impactful collaborations that enhance client satisfaction and operational efficiency. Proficient in leveraging analytical insights to identify improvement opportunities and streamline processes, ensuring alignment with strategic business goals. Passionate about transforming customer interactions into lasting partnerships that drive business success.
I worked as a customer analyst in companies with different products, such as Santander (Finance/Bank), Jaguar Land Rover (Automotive), Sanofi Aventis (Pharmaceutical Industry) and Euromonitor International (Market research), however the purpose was always the same: provide a quality customer support and improve the company business.
My current role as a Customer Success Analyst at TRC Company is a testament to my commitment to this field. With more than 20 years of experience, TRC is a global leader in both enterprise geospatial solutions and innovative applications using proprietary and open-source mapping technologies. This multifaceted role allows me to leverage my diverse skill set, including my certifications in Agile management, ITIL and Scrum. Moreover, I am proficient in both English (C1) and Portuguese as my native tongue. My interest for knowledge continues to grow, and I have recently obtained an UX Design Certification with Google.
My key strengths are:
- Analytic projects and Delivering high-quality projects to deadline.
- Strong written communication skills to elaborate analytic reports.
- Process Oriented with good organisational skills.
- Self-motivated, have high level of accountability for myself.
- Strong collaborator and team player with ability to interface with multiple teams and functions.
- Problem solving approach.
- Self-starter able to rapidly test-and-learn as it scaled.
- Able to be empathetic, compassionate and rational with customers.
- Comfortable working with various disciplines and management levels.
- Passion for making businesses better and more inclusive.
- Review and investigate the required tasks / process to determine business opportunities, specify and document effective business processes and technology services/products.
- Gathers and documents business requirements.
- Helps design and develop new and improved processes, tools and system enhancements to support business unit requirements.
- Able to work at different levels in organization.
Professional Experience
May 2024 - Present
Customer Success Analyst | Locana, a TR Company
TRC (previous know as Locana), a location and mapping technology company, provides software products and services that solve the world most pressing business, climate, and social challenges. TRC is a global leader in both enterprise geospatial solutions and innovative applications using proprietary and open-source mapping technologies. By taking a customer-centric, location-first approach, TRC builds, implements, and connects solutions clients in a wide range of industry sectors (including construction, transportation, defence and utilities). My main activities are:
- Engage with clients to understand their needs and goals.
- Keep customer informed of project schedule and obtain approval for any changes to
such schedule.
- Provide best practice guidance to the customer's project and management teams by
leveraging our internal support team and other support resources.
- Provide project management for the delivery of systems.
- Working with the following products: Oracle, LoadSpring, Deltek and Zendesk.
- Deliver monthly reports to help clients manage product usage effectively.
- Creating documentation for new or enhanced procedures.
- Identify and minimise any roadblocks in the way of the customers.
- Collaborate with the finance team to ensure accurate invoicing.
- Elaborate documentation helping the team with guidance in new features.
- Helping the clients during Oracle Upgrades.
Apr 2021 - May 2024
Customer Success Analyst | Euromonitor International
Collaborating directly with clients through various channels such as email, live chat, and calls, the primary focus lies in delivering exceptional customer support for the company's products. The significance of this role extends beyond routine assistance, as it involves generating in-depth analyses and insights that wield considerable influence over key business stakeholders. Key Responsibilities:
- Managing the CMS and Optimizely platform, processing orders, and actively editing web pages.
- Engaging in competitive audits and project management through agile methodologies.
Soliciting and compiling feedback and usability recommendations, contributing to online process enhancement and identifying bugs.
Creating documentation for new or enhanced procedures.
- Monitoring analysis systems to generate weekly reports on site usage and trends.
- Responsible for onboarding new team members in the customer success team.
- Actively participating in projects aimed at enhancing the company's website, implementing product recommendations, gathering visitor intelligence, conducting competitive audits, and refining the overall customer experience with a focus on UX/UI.
- Reviewing and investigating tasks/processes to identify business opportunities, while documenting effective business processes and technology services/products.
- Gathering and documenting business requirements.
- Contributing to the design and development of new and improved processes, tools, and system enhancements that align with business unit requirements.
January 2018 - January 2021
Senior Corporate Finance Analyst | Santander S.A.
The role involved leveraging industry expertise, market insights, and financial data to chart the most effective path for sustained growth. The emphasis here is on the valuable contributions made to the company through analysis of economic trends, financial data, and business news. Key responsibilities:
- Collaborating seamlessly across diverse departments and teams.
- Reviewing and investigating essential tasks/processes to unearth lucrative business opportunities, meticulously specifying and documenting effective business processes, and recommending cutting-edge technology services/products.
- Conducting analysis of existing processes, tools, systems, databases, and services to provide strategic recommendations for development, improvement, or simplification.
- Gathering and documenting crucial business requirements.
- Playing a pivotal role in the design and development of innovative processes, tools, and system enhancements tailored to meet the specific requirements of the business unit.
January 2016 - March 2017
Customer Relationship Management Analyst | Jaguar Land Rover
Proactively engaging with consumers and companies, ensuring clear communication
on the progress of cases stemming from the call center, enhancing transparency
and reinforcing the company's commitment to customer satisfaction. Initiating proactive
contact with customers to understand their satisfaction levels, underscoring the company's
proactive approach in realising and resolving problems reported to the customer service
center promptly. Key responsibilities:
- Gathering complaints, suggestions, doubts, and requests from consumers of the company's products, showcasing an unwavering commitment to understanding and addressing customer concerns.
- Providing assistance to concessionaires, gathering additional data related to consumer cases, and offering support.
- Initiating proactive contact with customers to gauge their satisfaction levels.
- Managing the collection and resolution of critical cases originating from interactions via Call Center and Social Media, demonstrating the company's customer support priority.
- Conducting surveys to provide essential insights and information as subsidies for the legal department.
June 2012 - December 2015
Senior Customer Support Analyst | Sanofi Aventis
Empowered with the responsibility for administration and support, I play a pivotal role in driving the company's success through expert handling of settlements, clearances, record maintenance, regulatory compliance, accounting, and seamless collaboration with the IT team. My role encompasses a spectrum of responsibilities aimed at enhancing operational efficiency:
- Technical Support Leadership: Providing indispensable technical support to the Call Center area, showcasing a commitment to bolstering internal capabilities.
- Consumer Satisfaction Advocacy: Diligently following up on consumer suggestions and complaints, ensuring fulfillment and underscoring the company's dedication to customer contentment.
- Centralized Issue Management: Vigilantly controlling pending issues and calls from the central, ensuring a streamlined resolution process and contributing to a responsive and efficient operation.
- Supervision Support: Offering essential technical support to the Supervision team, contributing to their effectiveness in overseeing operations.
- Data Precision: Meticulously preparing and controlling spreadsheets, emphasizing the precision and accuracy crucial for informed decision-making.
- Call Monitoring and Feedback: Proactively monitoring calls and feedback notes, contributing to a culture of continuous improvement and excellence in service delivery.
- Customer Relationship Excellence: Nurturing relationships with internal and external customers, engaging with consumers/patients via phone and email, highlighting the company's dedication to customer-centric practices.
- Training Oversight: Managing training programs, showcasing a commitment to continuous skill development and expertise enhancement within the team.
- Regulatory Compliance: Leveraging prior knowledge of regulatory documents, ensuring adherence to compliance standards, and contributing to the company's commitment to regulatory excellence.