Erick Costa
Sao Paulo
Summary
Senior Implementation Coordinator with demonstrated experience in team management.
More than eight years of experience in Customer Relationship roles, encompassing onboarding new customers, supporting internal and external clients, and successfully maintaining healthy partner/customer relationships.
Overview
10
10
years of professional experience
Work History
Sr. Launch Coordinator
PartnerHero
06.2023 - Current
- Managed a team of Jr. Coordinators, with an emphasis on role and career development.
- Coached employees through day-to-day work and complex problems.
- Coordinated the onboarding of various customers, with a focus on program growth.
- Liaised between internal and external stakeholders as the main POC during program implementation.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
Launch Coordinator
PartnerHero
05.2022 - 05.2023
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
- Refined onboarding workflows and created supporting documentation to standardize the onboarding experience.
- Worked with internal teams to create realistic and strategic implementation plans.
- Met regularly with final customer to keep all stakeholders updated on project progress, and discuss possible changes to the initial implementation plan.
L3 Customer Support
PartnerHero
09.2020 - 05.2022
- Streamlined support processes for increased efficiency and reduced response times.
- Determined job urgency and priorities to satisfy customer requirements.
- Diagnosed and troubleshot issues with customer equipment to determine the need for a tech visit.
- Educated partner on proper use of equipment, correct maintenance, troubleshooting options, as well as other product offerings.
- Trained and coached new Customer Support team members.
- Maintained knowledge bases updated to ensure shared expertise through teams.
L2 Tech Support Agent
PartnerHero
02.2020 - 08.2020
- Handled and promptly resolved customer complaints to maintain customer satisfaction.
- Worked with customers to remotely troubleshoot a variety of IOT devices.
- Walked customers through internet configurations to ensure correct functionality of devices.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Presented feedback to management on customer service trends and improvement areas.
Customer Relationship Manager
Enel X
01.2018 - 02.2020
- Managed customer relations on ongoing basis to maximize customer retention.
- Liaised between customers and our internal teams to ensure the accuracy of data and reports.
- Worked internally to understand contractual obligations to ensure internal and external KPIs were met, and the satisfaction of our customers.
- Performed virtual and on-site training sessions to educate customers on the use of our Utility Bill Management system.
- Performed site visits abroad to align on processes and procedures.
Customer Relationship Analyst
Enel X
04.2016 - 12.2017
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Identified trends and patterns in large datasets, leading to actionable insights for business growth.
- Responsible for Customer Portfolio Management, negotiating directly with public utilities in behalf of customers.
- Delegated and performed task assignment to offshore team members, ensuring smooth daily operations.
English Language Instructor (ESL)
Berlitz Language School
02.2014 - 02.2016
- Developed and implemented lessons with real-life scenarios and applications, and real-time feedback techniques to ensure the correct development for students of all ages.
- Provided monthly progress reports to track and plan the student journey.
- Worked with pedagogical staff to ensure alignment across all instructors.
Education
No Degree - Project Management
Google
07.2021
No Degree - B2B Sales Techniques
Amcham Brasil
Sorocaba, Sao Paulo, Brazil11.2017
No Degree - Negotiation Techniques
SENAC
Sorocaba, Sao Paulo, Brazil10.2017
Associate of Arts - Design And Visual Communications
UNIP
Sorocaba, Sao Paulo, Brazil12.2014
Skills
- Relationship Building
- Work Planning and Prioritization
- Customer Service
- Process Improvement
- Team Oversight
Languages
English
Bilingual or Proficient (C2)
Portuguese
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Websites
Timeline
Sr. Launch Coordinator
PartnerHero
06.2023 - Current
Launch Coordinator
PartnerHero
05.2022 - 05.2023
L3 Customer Support
PartnerHero
09.2020 - 05.2022
L2 Tech Support Agent
PartnerHero
02.2020 - 08.2020
Customer Relationship Manager
Enel X
01.2018 - 02.2020
Customer Relationship Analyst
Enel X
04.2016 - 12.2017
English Language Instructor (ESL)
Berlitz Language School
02.2014 - 02.2016
No Degree - Project Management
Google
No Degree - B2B Sales Techniques
Amcham Brasil
No Degree - Negotiation Techniques
SENAC
Associate of Arts - Design And Visual Communications
UNIP
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