Summary
Overview
Work history
Education
Skills
Websites
Languages
Personal Information
Timeline
Generic
Lais Laudari

Lais Laudari

Padova

Summary

A skilled professional with expertise in change management, web-based marketing strategies, and community promotion. Demonstrates creativity in promote actions and engaging communications. Possesses extensive knowledge of digital marketing and sales funnels, ensuring effective customer interaction and engagement. Proficient in using tools such as Canvas, Gainsight, and Zapier to develop creative solutions.

Experienced professional with focus on community engagement and management. Proven track record of fostering vibrant online and offline communities through strategic communication and event planning. Skilled in utilising social media, conflict resolution, and community-building initiatives to enhance member engagement and satisfaction.

Overview

14
14
years of professional experience
6
6
years of post-secondary education

Work history

Community Manager

Investorlift
Los Angeles
07.2024 - Current
  • Responded to community queries with promptness and efficiency.
  • Conducted market research for better understanding of community needs.
  • Improved communication flow by establishing clear guidelines for discussion forums.
  • Enhanced community engagement by developing and executing effective strategies.
  • Oversaw volunteer recruitment drives, expanded community support network.
  • Advocated for the needs of the community in management meetings.
  • Facilitated open dialogue sessions; fostered an atmosphere of inclusivity.
  • Increased brand awareness with creation of engaging content.
  • Collaborated closely with product teams to share consumer feedback.
  • Implemented service-wide changes to drive satisfaction rates for service users.
  • Composed content, engaged with followers in comments and monitored activities.

Community Marketing

Pipefy
Curitiba
01.2023 - 07.2024
  • Oversaw creative development of branded collateral materials including print ads, brochures, presentations, press releases, website content and videos.
  • Optimized digital marketing channels, such as email marketing, SEO, and SEM, resulting in improved web traffic and lead generation.
  • Cultivated relationships with key industry influencers to expand brand reach and foster advocacy within target audiences.
  • Streamlined internal communication processes, fostering a collaborative work environment among teams.
  • Elevated public perception of the company through proactive media outreach and strategic message development.
  • Enhanced customer engagement by implementing targeted social media campaigns and content creation.
  • Launched new products successfully into the market by orchestrating well-coordinated product launch campaigns with clear objectives and timelines.
  • Developed high-performing internal marketing team through recruitment efforts, ongoing training, and performance evaluations.
  • Spearheaded innovative promotional events that generated significant local media coverage and increased visibility for the organization.

Customer Support Engineer Pleno

Pipefy
Curitiba
01.2020 - 12.2022
  • Used remote diagnostic tools to identify sources of certain customer issues.
  • Conducted regular training sessions for new hires to ensure consistent service levels across the team.
  • Streamlined support processes for faster issue resolution and increased efficiency.
  • Demonstrated exceptional analytical skills by diagnosing complex software issues promptly and escalating them when necessary.
  • Developed comprehensive troubleshooting guides for common issues, resulting in quicker problem-solving for clients.
  • Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
  • Provided technical assistance depending on client needs, ensuring swift issue resolution and minimal downtime.
  • Reduced response times by optimizing ticketing system workflows and prioritizing high-impact issues.
  • Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
  • Explained complex technology-related issues in understandable terms to customers.
  • Identified trends in customer inquiries, leading to proactive improvements in product documentation and user guides.
  • Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
  • Maintained strong relationships with clients by consistently delivering timely, professional, and empathetic support services.

Analista de Experiência e Relacionamento

99
São Paulo
10.2017 - 09.2019
  • Developed strong client relationships through timely and thorough follow-up on inquiries and concerns.
  • Evaluated effectiveness of safety programs and recommended improvements for optimal results.
  • Developed comprehensive emergency response plans, preparing the workforce for unforeseen incidents.
  • Reviewed production work processes to detect possible safety concerns, drafting corrective measures where appropriate.
  • Developed and enacted safety and quality control plans.
  • User support to clarify doubts and complaints, increasing satisfaction with the service.
  • Analyzing critical cases and dealing with them.
  • Analysis and review of application bugs.
  • Insights for improvements to the platform based on the cases received.
  • Control of customer service satisfaction.

Concierge - Bilíngue

AXA Assistance - VISA
São Paulo
02.2017 - 10.2017
  • Developed and implemented guest service policies and procedures to drive loyalty and referrals.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Kept up-to-date on industry trends and best practices in order to continually enhance the quality of services offered.
  • Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Developed strong relationships with local businesses, facilitating exclusive deals for hotel guests.
  • Created and maintained comprehensive database of local attractions and restaurants to assist personnel in recommending guest entertainment.
  • Coordinated ground and air travel arrangements for business and leisure customers to support satisfaction.

Confirmation Associate

Rentalcars.com | Booking.com
Manchester
09.2016 - 04.2017
  • Analyzed customer data to identify trends and anticipate customer needs.
  • Successfully negotiated contracts with vendors, securing favorable terms for the organization.
  • Dealing with critical cases - supplier fleet failures, offering the best solution for customers' interests.
  • Liaise with business partners to resolve customer queries.
  • Liaise with internal and external stakeholders to ensure the best quality of service for customers.

Middle Customer Advisor

Rentalcars.com | Booking.com
Manchester
02.2014 - 09.2016
  • Fostered strong relationships with clients by actively engaging them in conversation and genuinely understanding their preferences.
  • Resolved complex problems for customers using effective troubleshooting techniques combined with extensive product knowledge.
  • Engaged in consultative sales, cross-selling and up-selling activities to align customer needs with business offerings.
  • Retained valuable clientele by proactively addressing concerns, identifying potential issues, and offering suitable solutions.
  • Answered customer service inquiries via telephone, email and chat platform to address customer needs and promote optimum outcomes.

Assistente Bilíngue

AXA Assistance
São Paulo
01.2012 - 06.2013
  • Created and maintained databases to track and record customer data.
  • Processed customer orders accurately and within agreed timeframes to meet service standards.
  • Bilingual assistant to high-end clients (English-Portuguese).
  • Support on international trips.
  • Organizing medical care in many different countries.

Education

Biology -

Universidade Estadual Paulista - UNESP
01.2006 - 12.2010

Conservation Biology - Bachelor's Degree

Universidade Estadual Paulista - UNESP
01.2011 - 01.2012

Leadership and People Management - GBA

Escola Conquer

Fundamentals of Customer Experience - undefined

Web Content Production - undefined

The profession of the future: the creative problem solver - undefined

Management Consulting Approach to Problem Solving - undefined

Emotional Intelligence - undefined

People management: I've become a manager, now what? - undefined

Skills


  • Change management
  • Web-based marketing strategies
  • Community promotion
  • Creativity when thinking about marketing actions
  • Engaging communications
  • Knowledge of digital marketing and sales funnels
  • Customer interaction
  • Customer engagement
  • Creative solutions
  • Canvas
  • Gainsight
  • Zapier

Languages

Portuguese
Native
English
Advanced
Italian
Elementary

Personal Information

Hobbies: Technology, SaaS, Diversity

Timeline

Community Manager

Investorlift
07.2024 - Current

Community Marketing

Pipefy
01.2023 - 07.2024

Customer Support Engineer Pleno

Pipefy
01.2020 - 12.2022

Analista de Experiência e Relacionamento

99
10.2017 - 09.2019

Concierge - Bilíngue

AXA Assistance - VISA
02.2017 - 10.2017

Confirmation Associate

Rentalcars.com | Booking.com
09.2016 - 04.2017

Middle Customer Advisor

Rentalcars.com | Booking.com
02.2014 - 09.2016

Assistente Bilíngue

AXA Assistance
01.2012 - 06.2013

Conservation Biology - Bachelor's Degree

Universidade Estadual Paulista - UNESP
01.2011 - 01.2012

Biology -

Universidade Estadual Paulista - UNESP
01.2006 - 12.2010

Leadership and People Management - GBA

Escola Conquer

Fundamentals of Customer Experience - undefined

Web Content Production - undefined

The profession of the future: the creative problem solver - undefined

Management Consulting Approach to Problem Solving - undefined

Emotional Intelligence - undefined

People management: I've become a manager, now what? - undefined

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Lais Laudari