Carla L.
About Carla L.
Carla L. serves as the Team Lead de Suporte à Comunidade at Vendah, where she has worked since 2023. She has extensive experience in customer experience and operational excellence, having held various roles in notable companies such as Guiabolso, Loft, and Bureau Veritas.
Current Role at Vendah
Carla L. serves as the Team Lead de Suporte à Comunidade at Vendah, a position she has held since 2023. In this role, she oversees community support initiatives and ensures effective communication between the company and its users. Her responsibilities include managing support teams and enhancing customer engagement strategies. The position is hybrid, allowing for both in-office and remote work in São Paulo, São Paulo, Brasil.
Previous Experience in Customer Experience
Carla L. has extensive experience in customer experience roles. She worked at Guiabolso as an Analista Sênior de Customer Experience for six months in 2020, following her tenure as an Analista Pleno and Junior in the same department from 2017 to 2019. During her time at Loft, she held the position of Customer Success Team Leader from 2021 to 2022 and also served as an Account Manager from 2020 to 2021. Her work involved designing customer journeys and implementing self-service platforms that improved operational efficiency.
Educational Background
Carla L. studied at Universidade Metodista de São Paulo, where she earned a Tecnólogo em Marketing from 2011 to 2013 and a Bacharel em Rádio from 2014 to 2017. She also attended Escola Técnica Estadual Lauro Gomes, achieving a Técnico em Logística in 2010. Her educational background provides her with a solid foundation in marketing, communication, and logistics.
Career Development and Roles
Throughout her career, Carla L. has held various positions that contributed to her professional growth. She worked at Bureau Veritas as an Auxiliar Administrativo and later as an Assistente Comercial from 2011 to 2016. Additionally, she gained experience in production as an Estagiária de produção at RedeTV! and in customer service as an Estagiária de atendimento at Rádio Metropolitana 98.5 FM. In 2022, she was a Líder de Processos (Comunicação) at isaac.
Contributions to Operational Excellence
Carla L. has made significant contributions to operational excellence in her roles. She designed and structured customer journeys to align expectations and enhance user experiences. Notably, she implemented a self-service platform that reduced ticket volume by over 50% for the Customer Experience team. Additionally, she collaborated with Product and Development teams to optimize CRM workflows for Relationship Consultants.