Luísa Zanini da Fontoura

Luísa Zanini da Fontoura has a strong background in customer success, customer experience, and customer support roles. Luísa started their career at Russell Bedford Brasil in 2018, where they focused on international business development, strategic research, and proposal presentations. Luísa also coordinated meetings, managed client relationships, and was responsible for the company's accreditation and networking with international organizations.

In 2019, Luísa joined Pmweb as a Junior Business Analyst, providing support to the sales department by creating and analyzing commercial proposals and contracts. Luísa also handled contract renewals, negotiations with partners and suppliers, and updated the forecast for new clients and upselling opportunities.

Luísa then joined ZENVIA in 2020, initially as a Tech Lead in the Customer Support team. Luísa'sresponsibilities included managing customer tickets, finding solutions to achieve goals, and handling crisis situations. Luísa later transitioned to the Customer Experience team as a Tech Lead, leading the restructure of the Escalation team's operations, which involved redefining processes and improving efficiency.

In their most recent role at ZENVIA as a Customer Success Analyst, Luísa managed portfolios in the financial sector, focusing on SaaS products. Luísa'sresponsibilities included implementing a high-touch methodology for SaaS and Top Key Accounts, as well as driving upselling, cross-selling, contract renewals, and revenue expansion.

Luísa's work experience demonstrates their expertise in customer-centric roles, their ability to lead and drive process improvements, and their strong analytical and negotiation skills.

Luísa Zanini da Fontoura began their education in 2012 at the Universidade Federal de Santa Maria, where they pursued a Bachelor's degree in International Relations. Luísa completed this program in 2016. In 2017, they enrolled in the Federal University of Rio Grande do Sul to pursue a Master's degree in Public Policies, which they completed in 2019.

In terms of additional certifications, Luísa obtained the certification in "Produtividade Inteligente" from Escola Conquer in January 2023. Luísa also obtained the certification in "Metodologias Ágeis" from ESPM Escola Superior de Propaganda e Marketing in June 2021. Additionally, they obtained the certification in "Jornada: Análise e Resolução de Problemas" from Sputnik | Educação Corporativa in May 2021.