Custódia Sambo

My role focused on improving the online booking system, enhancing the customer and dealer experience. • Collaborated with product owner and development team to improve the online booking system. • Trained and supported dealers in adopting new procedures and systems, ensuring a successful integration. • Delivered data-driven reports to guide decision-making and track company objectives.

• Analyzed campaign performance and implemented optimal pricing strategies, helping the company reach its sales goals in 6 months. • Supported the preparation of marketing materials. • Tracked and monitored KPIs performance, ensuring accurate measurement and reporting that supported data-driven decision-making. • Responsible for BMW's task and project management platform, ensuring its smooth operation and providing training and support to internal teams and partners.

• Led a team of 10 customer support representatives, exceeding monthly performance targets, resulting in a notable increase in customer satisfaction scores and alignment with organizational goals. • Developed and implemented comprehensive training programs for new hires, integrating best practices and technologies to accelerate onboarding. • Monitored and analyzed team performance metrics, identifying areas for improvement, and implementing initiatives that reduced support ticket backlog.