Amanda Breda Meira

Santander was searching for a professional with experience in research, analysis, and sound implementation skills and found that in me. The bank focuses on customer experience and defines itself as a digital bank with branches. It is the largest privately owned bank in Portugal. My role is to implement the voice of the customer program, support, guide, and monitor CX measurement and initiatives in different areas. It demands working for several stakeholders and juggling ongoing and ad-hoc projects.

An Edtech and Martech company with over 500 employees and 6,9M € yearly revenue. Clients include Groupe Engie, Bayer, and the Embratur (Brazilian Agency for International Tourism Promotion). I was previously an employee of this company. As a freelancer, I trained the person hired to replace me. I also consulted on a client’s project integrating their marketing automation tool (RD Station) and CRM (Exact Spotter).

At DOT, I was responsible for tracking KPIs for the customer buying journey and brand health, driving performance improvements, reporting, and supervising the deliveries from the metrics and the social listening team. One of our most fun and effective projects was reviewing the customer journey for an online courses e-commerce. Due to my analytical skills and strategic thinking, I oriented a multidisciplinary team. As a result, conversion rates grew 3.5 times, and monthly revenue grew 36% (YOY).

Byter was an outsourcing software company. Our value proposition was to craft software beautifully. At Byter, I was responsible for marketing, sales, accounting, project management, stakeholders management, customer relationship, requirements specifications, UI, and UX. My communication skills and dedication to customer service, combined with the technical quality of the development team, resulted in an 80% customer satisfaction rate. 100% of customers would do business with the company again.

One of Brazil's largest software development companies, focused on SaaS and large contracts, with over 2,5K employees and 10K customers. At Softplan, I was responsible for customer satisfaction surveys, marketing plans, and innovation initiatives within the marketing team. I migrated the survey from Google Forms to Alchemer (then Survey Gizmo) and reviewed the reporting process in Excel. Reducing to half time the analysis time. In collaboration with other areas, we improved Customer satisfaction by 15pp.