Max Munhoz
Customer Experience Specialist
Salary / Daily rate
São Paulo, State of São Paulo, Brazil
Freelance
Can come onsite
Skills
Languages
About me
Intro
Customer Experience specialist with 5+ years managing B2B accounts and driving strategic business growth. Expert in key metrics optimization (NPS, CSAT, LTV) with proven success at leading fintechs like Nubank and G4 Educação. I help businesses strengthen customer relationships through data-driven CX strategies and process optimization.
Work experience
Sócio proprietário
Munhoz Geradores
Dec 2011 - Present
14 years 11 months
São Paulo, State of São Paulo, Brazil
- Locação de geradores para eventos corporativos, pessoais e grandes eventos sociais.
G4 Educação
Mar 2023 - May 2025
2 years 3 months
On-site
Senior Customer Experience Analyst
Nov 2024 - May 2025
7 months
On-site
• Managed key accounts, supporting clients in their Strategic Business Planning; • Led projects focused on organizing and categorizing the brand’s products to strengthen the flywheel and improve product offerings; • Maintained and analyzed the customer base to ensure product delivery quality and drive LTV growth; • Built tactical-level communication workflows and engagement journeys; • Coordinated cross-functional demands and worked closely with stakeholders to improve processes and team performance; • Supported analysts in organizing and continuously improving operational workflows; • Conducted detailed analysis of business unit KPIs and developed initiatives to enhance overall performance.
Customer Experience Analyst
Mar 2023 - Oct 2024
1 year 8 months
On-site
• Managed and supported the brand’s B2B clients; • Created and delivered onboarding content and information to guide clients through the pre-course journey (Strategic Onboarding); • Developed customized kickoff classes tailored to the client’s specific business challenges; • Monitored and managed key success metrics (CSAT, NPS, LTV, CAC); • Participated in strategic CX initiatives focused on process optimization, continuous improvement, and project management; • Implemented tools to enhance operational efficiency; • Monitored client LTV, identifying opportunities for up-sell and cross-sell.
Key Account Manager
Via
Jul 2022 - Mar 2023
9 months
São Caetano do Sul, State of São Paulo, Brazil
• Managed customer relationships for teams focused on PROCON-related cases; • Handled a client portfolio and resolved critical cases directly with the consumer protection authority (PROCON).
Key Account Manager
Next (oficial)
Jun 2021 - Mar 2022
10 months
São Paulo, State of São Paulo, Brazil
• Account Manager for clients of a specialized digital agency; • Provided support with corporate security requests, credit and debit card issues, and purchase disputes; • Reported and tracked app-related bugs; • Assisted management and contributed to process improvements and suggestions through the internal research platform “Intranext”; • Participated in customer delight initiatives, including voucher distribution.
CX & Payments Analyst
Housi
Feb 2021 - Jul 2021
6 months
São Paulo, State of São Paulo, Brazil
Customer Excellence Analyst
Nubank
Jul 2019 - Oct 2020
1 year 4 months
São Paulo, State of São Paulo, Brazil
• Provided customer support via chat, email, and phone, working with key metrics such as CSAT, FRT, Quality, Jobs Done, and Time Spent; • Handled bug reports and operational issues; • Supported critical cases involving customer advocacy channels (Reclame Aqui, RDR, Consumidor.gov); • Delivered customer delight initiatives through WoW actions; • Trained and supported new analysts and BPO teams; • Allocated team members to support channels based on demand and volume forecasts; • Acted as the weekend operations point of contact.
Analista de BackOffice
Atento Brasil
Dec 2018 - Jul 2019
8 months
São Paulo, State of São Paulo, Brazil
- Atividades de backoffice para empresa de empréstimos consignados; - Auxílio ao cliente com ressarcimentos de valores e criação de demonstrativos de evolução de dívidas; - Triagem de possíveis iniciativas de fraude em contratações de empréstimos consignados.
Education
FGV - Fundação Getulio Vargas
Curso Superior de Tecnologia (CST)
2021 - 2023
2 years 1 month
Universidade São Judas Tadeu
Nutrição
2016 - 2018
2 years 1 month