Tainan Cunha

Tainan Cunha is currently a CX Analyst at Caju. Prior to this, they worked as a Gestor de Customer Experience, Success & Quality at Quero Educação from July 2018 to February 2021. In this role, they were responsible for employee experience, disseminating the organization's culture, managing support tools such as WhatsApp, chat, and calls, reporting to the board with a focus on reducing costs and increasing revenue, and conducting improvement projects that generate value for the customer journey. Tainan also extracted data, analyzed it, and sought opportunities based on inputs provided by customers, monitored customer service, applied feedback to service monitoring, and analyzed the organization's success indicators. Other responsibilities included managing all sales channels (calls, chat, and WhatsApp), providing weekly feedback on results, analyzing KPIs and indicators such as NPS (Net Promoter Score), SLA (Service Level Agreement), customer satisfaction, FCR, and individual and department productivity. Their focus is on motivation and results, professional development of subordinates, creation of institutional campaigns, onboarding and training of new employees, customer retention, headcount (with the help of Squad Business Intelligence), demand-based hiring, development of new leaders, and development of the team for professional growth.

Tainan Cunha has a degree in Commercial Management from Universidade Anhembi Morumbi.

Tainan Cunha reports to Luciana Fraga, CX Manager. Some of their coworkers include Helena Coutinho - CX Analyst, Lucas Igarashi - CX Analyst, and Anna Sousa - CX Analyst.