Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Paula Campani

Dublin

Summary

Customer Success and Marketing Leader with over 10 years of experience, including 2.5 years in Workforce Management and 5+ years in Customer Success across EMEA, USA, and Australasia markets. Passionate about driving customer engagement, loyalty, and satisfaction through strategic initiatives. Recognized for exceptional organizational, critical thinking, and problem-solving skills. Authorized to work in the EU.

Overview

7
7
years of professional experience

Work History

Digital Marketing Manager

Hostinato.com
09.2023 - Current
  • Enhanced lead generation with targeted pay-per-click advertising and optimized landing pages.
  • Developed go-to-market - strategies for launch of new marketing services for current and new clients to enhance customer lifecycle experience: Google "Adwords" (Display, Search, "Pmax", Shopping), Website SEO, Email Marketing, E-commerce Management, Google Analytics.
  • Led team of 4 to redesign agency's website (50+ pages), enhancing layout, content, SEO, forms, and CTAs.
  • Led team of four, defining roles, and aligning growth initiatives with company OKRs.
  • Implemented CRM workflows inside Hubspot for improved communication between Sales and Project Management.
  • Managed communication strategies for partner events (e.g., "Prestashop Tour Italia", "Netcomm Forum", "4Ecom").
  • Spearheaded market research efforts to gather critical consumer insights, guiding strategy for target marketing and product development.

Customer Lifecycle Manager

Mindfulness.com
12.2022 - 06.2023
  • Managed a team of 4 people across the USA and Philippines to maximize revenue, customer satisfaction, and customer loyalty.
  • Improved year renewals in 40% compared to 2022, throughout new email marketing strategy.
  • Developed strategic initiatives to enhance customer onboarding, engagement, and retention through a CRM tool, Intercom, through upper-funnel strategies.
  • Led cross-functional teams (product, customer service and marketing) to achieve project goals, fostering collaboration and innovation to improve the customer lifecycle journey.
  • Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.

Senior Workforce Management Analyst

Wix.com
05.2021 - 12.2022
  • Senior Workforce Management Scheduling Analyst responsible for the Portuguese, French, Italian, and Hebrew markets, spanning across the EMEA and USA regions.
  • Main responsibilities include demand capacity updates, schedule building and tracking of resources, productivity tracking, reporting and support of new launches and changes to processes relating to workforce management. Set and adjusted schedules to maintain optimal coverage and achieve the desired service levels (SLA).
  • Generated demand capacity models, optimized schedules, and tracked productivity; increased resource utilization by 25%.
  • Managed scheduling operations, including overtime and PTO requests, maintaining optimal coverage and achieving 95% SLA accuracy, resulting in a 92% customer satisfaction rate in the Portuguese market.
  • Facilitated monthly performance reviews and strategic planning sessions for risk mitigation with Telus providing actionable insights that resulted in a 25% enhancement in achieving desirable SLA.
  • Assisting leadership with forecasting and capacity planning process through monthly discussion and graphical analysis of volumes, AHT and volume drivers.
  • Managed a project to improve workflows between internal teams (Delivery, Data and Workforce) and monitored progress of initiatives;
  • Produced and updated documents, reports and tracking spreadsheets using Tableau, Quix and Microsoft Excel.

Customer Care Executive

Wix
06.2020 - 04.2021
  • Coordinated timely responses to customer inquiries via email, chat, and phone, in Portuguese and English. Part of a global team, maintained high rates of NPS, Customer Satisfaction, and SLA compliance.
  • Highly skilled customer care agent trained in Advanced billing, Advanced troubleshooting, Advanced Data & Queue management.
  • Provided comprehensive training to +45 agents globally, conducting practice calls, guiding ticket handling, and monitoring performance. Developed and updated materials for specific objectives such as Soft Skills and Customer Journey training.
  • Managed the queue, analyzed inquiries, and maintained SLAs.
    Expertly matched customer issues with the most suitable agents for callback requests.
  • Fostered positive customer relations and satisfaction through forward-thinking strategies. Recommended marketing solutions within Wix to address customer needs.
  • Contributed as part of a global team, collaborating with various departments and product teams. Effectively communicated user needs and goals to drive monthly satisfaction rates and increase resource utilization.

Marketing Executive

One By One Idiomas
06.2019 - 05.2020
  • Implemented a comprehensive Go-to-Market (GTM) strategy, including lead generation and nurturing tactics through email marketing. Utilized the CRM tool: Hubspot, resulting in successful customer acquisition.
  • Enhanced customer experience and maximized customer lifetime value through onboarding, retention, and loyalty programs. Utilized inbound marketing strategies to attract and engage the target audience.
  • Collected and analyzed data from variety of sources to create detailed market research reports for top-level decision makers.
  • Oversaw 4-person marketing team, promoting continuous improvement, enhancing processes and reducing costs as head of highly efficient and profitable group.

Customer Experience Specialist

HappyTel
02.2018 - 02.2019
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction by 30%.
  • Created and maintained a detailed database to develop promotional sales.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Improved overall efficiency by 33% by anticipating needs and providing outstanding support.

Marketing Strategist

Easy Life Australia Student Agency
04.2017 - 01.2018
  • Completed over 200 cold calls per week to bring in new customers, maintaining 20% conversion rate for solid leads and 50% for referrals.
  • Developed social media and Google SEO and SEM campaigns to maximize sales of newly released study packages.
  • Designed training program for sales team, increasing customer satisfaction, and new account rates.
  • Developed lead generation strategy for Brazil, Colombia, and Chile markets, acquiring 30% more students, through Google SEO, landing page, and CRM, utilizing Hubspot.
  • Coordinated more than 35 events and 15 workshops for more than 150 students

Education

BBA - Social Communication And Marketing

ESPM
Brazil
12.2014

Skills

  • Customer Success
  • Presentation
  • Communication
  • Data management and analytics
  • Stakeholder Management
  • Customer Lifecycle Management
  • Empathy and Listening skills
  • Teamwork
  • Workforce Management
  • Project management
  • Forecasting
  • Hubspot, Customer Relationship Management, Wix Answers, Zendesk, Asana, Zapier, Aweber, Active Campaign, Google Ads, Google Analytics, Calabrio, Slack, VPN, Canva, Figma, Data Studio, Tableau

Languages

English
Bilingual or Proficient (C2)
A1
Portuguese
Bilingual or Proficient (C2)
A1
Italian
Advanced
C1

Timeline

Digital Marketing Manager

Hostinato.com
09.2023 - Current

Customer Lifecycle Manager

Mindfulness.com
12.2022 - 06.2023

Senior Workforce Management Analyst

Wix.com
05.2021 - 12.2022

Customer Care Executive

Wix
06.2020 - 04.2021

Marketing Executive

One By One Idiomas
06.2019 - 05.2020

Customer Experience Specialist

HappyTel
02.2018 - 02.2019

Marketing Strategist

Easy Life Australia Student Agency
04.2017 - 01.2018

BBA - Social Communication And Marketing

ESPM

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Paula Campani