Bianca Reis

• Own the end-to-end customer journey for a high-volume SaaS publishing platform, covering onboarding, implementation, production delivery, launch coordination, post-publication support, retention, and payment-related issues. • Serve as the primary strategic contact for enterprise and customers, aligning expectations, milestones, dependencies, and risks. • Coordinate editorial, design, marketing, production, and product/engineering teams across dozens of simultaneous projects in a distributed environment.

• Led multi-channel execution across email, paid acquisition, organic content, lifecycle campaigns, and digital product launches, including Steam releases. • Managed launch readiness, content delivery pipelines, task tracking, and cross-functional handoffs across creative, technical, and growth teams. • Produced dashboards and recurring reports that improved leadership visibility into campaign delivery and engagement trends.

• Managed lifecycle communication across email, social, and digital channels, supporting retention, audience growth, brand awareness, and customer support. • Improved engagement reporting accuracy by approximately 25% and reduced reporting preparation time by approximately 20% through stronger tracking, segmentation, automation, and dashboard consolidation. • Supported targeted retention campaigns that increased re-engagement by 3-8% across selected customer cohorts.

• Delivered 100+ translation, subtitling, localization, and linguistic QA projects for global streaming content with more than 95% on-time completion. • Managed concurrent projects under strict turnaround, formatting, terminology, and quality requirements while collaborating with international production teams.

• Led user acquisition, community engagement, and localized digital strategy for Brazil and LATAM, adapting communications to market-specific needs. • Acted as the principal regional liaison between user communities, client delivery teams, and international headquarters. • Coordinated client projects, operational updates, social content, and KPI reporting against growth and engagement targets.

• Managed hundreds of daily customer interactions across social media, email, private messaging, and ticketing channels for global client accounts. • Maintained SLA compliance above 95% and reduced escalation recurrence by approximately 15-20% through structured handling, documentation, and follow-up. • Produced engagement analytics, content performance reports, and social media calendars for contract managers and stakeholders.

• Facilitated real-time interpretation for operational, technical, safety, medical, and management communications across crews representing more than 30 nationalities. • Supported conflict resolution and produced bilingual reports, translated documents, and communication materials for high-pressure offshore operations.

• Managed 100+ customer accounts per month across acquisition, retention, product matching, upsell, pricing, and credit-term negotiation. • Recorded transactions and delivered daily and weekly performance reporting while using structured follow-up to strengthen account value.

The management trainee program included rotation at four different departments within the company.

During the internship, my main duty was attending the public in search of legal counseling due to civil or consumer issues, and being by their side during the entire process. First the people would pass through a triage to check if their claims had legal foundation, after that I would be with the person throughout all the steps of the legal process.