• Assist individuals in understanding their coverages and selecting the right products, services and best solutions to meet their personal needs • Providing full lifecycle customer service and sales where you could accept inbound or might be calling out to provide follow up • Respond to customer inquiries with compassion and active listening and select the best solution in an efficient manner • Identify additional needs customers may have and help them to upgrade products or services

• Serving as the senior Customer Care contact and escalation point for assigned clients. • Building trusted advisor relationships with client executives and internal senior leaders. • Influencing client decisions by leveraging data insights, best practices, and industry expertise. • Leading Customer Care delivery to ensure service quality, consistency, and client satisfaction. • Overseeing delivery models to support scalability, operational efficiency, and performance goals. • Partnering with operations, domain leaders, and cross-functional teams to resolve complex delivery challenges. • Driving execution of Customer Care strategy at the client and portfolio level. • Identifying, leading, and implementing continuous improvement initiatives to enhance customer experience and business performance. • Mentoring and coaching senior managers and client leaders, serving as a role model within Customer Care. • Influencing enterprise initiatives and cross-functional priorities without direct authority. • Leading resolution of complex client issues, using good judgment and multiple data sources. • Anticipating risks and proactively drive change aligned with organizational priorities.

• Analyze and map the entire customer lifecycle, from initial contact through onboarding, support, and renewal. • Identify key moments of truth, friction points, and opportunities for improvement to create a truly cohesive experience. • Coordinate customer and internal readiness for major product updates, ensuring impacts are understood, communicated, and planned for to minimize disruption and maximize adoption and ROI. • Design, document, and continuously improve all CS/CX processes and workflows. • Own CX data and analytics, define key performance indicators (KPIs) and build insightful dashboards. • Manage and optimize CX technology stack and administer core platforms. • Act as a central point of contact, collaborating with various teams to ensure a unified approach to the customer experience.

• Analista de Sucesso do Cliente- CS • Banco de Talentos. • Junior/Pleno/Sênior.