Renata Martins Carvalho
About Renata Martins Carvalho
Renata Martins Carvalho is a Coordenadora de Qualidade e CX at CVC Corp in São Paulo, Brazil, with extensive experience in the loyalty and tourism sectors. She has held various roles in quality analysis, customer experience, and relationship marketing, including positions at Smiles and LATAM Airlines.
Work at CVC
Renata Martins Carvalho has been serving as Coordenadora de Qualidade e CX at CVC CORP since 2021. In this role, she is responsible for identifying and addressing customer journey pain points, ensuring a seamless customer experience. She has implemented continuous improvement processes focused on key satisfaction indicators such as CSAT and NPS. Her work contributes to enhancing the overall quality of customer interactions within the organization.
Previous Experience at Smiles
Prior to her current role, Renata worked at Smiles for a total of three years as Analista de Qualidade / CX Sênior from 2017 to 2020. She also held the position of Analista Comercial Junior from 2013 to 2017. During her tenure, she gained valuable experience in quality analysis and customer experience, which has informed her subsequent roles in the industry.
Background in Financial and Marketing Analysis
Renata's career began at Quala S.A. as Analista de Contas a Receber from 2010 to 2013. She later transitioned to LATAM Airlines in 2021 as Consultora de negócios for a brief period. Additionally, she worked at Smiles as Analista de Marketing Sênior from 2020 to 2021, where she further developed her skills in marketing and customer relations.
Education and Expertise
Renata holds a Bachelor's degree in Jornalismo from Centro Universitário FIEO, which she completed from 2008 to 2011. She also earned an MBA in Gestão Estratégica de Serviços from Fundação Getulio Vargas between 2017 and 2019. Currently, she is studying Gestão Financeira at Centro Universitário FIEO, where she is pursuing a Técnico degree. Her educational background supports her extensive experience in the loyalty and tourism markets.
Skills and Competencies
Renata demonstrates strong skills in leadership, organization, and multitasking. Her focus on flexibility and persuasion enhances her ability to manage customer experiences effectively. These competencies have been essential in her roles, particularly in addressing customer needs and improving service quality.