Tarciana Kessler

TARCIANA MELO KESSLER- |-| LinkedIn Marketing Generalist | Customer Success | Client Engagement & Process Management I Operations Specialist I Customer Services Results-driven professional with over 20 years of experience empowering global organizations to achieve business growth through exceptional customer engagement and strategic process optimization. Expertise in customer success, marketing strategy, and operational excellence, with a demonstrated ability to deliver client-focused solutions that enhance satisfaction and drive retention. Adept at fostering strong relationships across diverse regions, including Brazil, the US, Europe, and Asia. Skilled in performance analysis, campaign management, and data-driven decision-making in dynamic and competitive environments. PROFESSIONAL EXPERIENCE Quartile, Miami, USA (07/2024–10/2024) Customer Service Manager – SMB • Directed Amazon campaign performance using AI-driven platforms to meet diverse client objectives such as profitability, brand awareness, and sales growth. • Delivered tailored insights during client meetings, aligning campaign performance with business goals. • Enhanced campaign ROI by analyzing key metrics (ACOS, TACOS, ROAS, ad spend, organic sales, and net revenue). • Developed client-facing presentations and actionable strategies to optimize marketing outcomes. MK-3 Holding LTDA, Belo Horizonte, Brazil (11/2015–12/2019) Marketing & Finance Manager • Designed customer acquisition funnels, reducing lead-to-contract times and minimizing vacancy periods by 16%. • Improved marketing content and property listings to boost client conversions. • Proactively managed customer contracts, mitigating risks and ensuring higher satisfaction through streamlined processes. Embratel SA, São Paulo, Brazil (10/2008–11/2013) Marketing & Sales Enablement Manager – SMB • Market Study: Responsible for creating the competitive analysis and market intelligence to identify gaps in the portfolio and new offers, resulting in the development of partnerships with Redecard, Visanet and Microsoft (Office 365 Saas), increasing sales volume by 16%. • Conducted market studies that drove a 10% increase in sales through strategic partnerships. • Enhanced client wallet share by 3% via targeted upselling and cross-selling initiatives. • Decreased customer churn by 2% through data-driven retention strategies. • Streamlined sales and training processes by creating an SMB-focused virtual store. Hop Ying Leatherex, Belo Horizonte, Brazil (10/2003–10/2005) Business Development Manager • Increased sales by 5% with new market entry strategies and enhanced customer acquisition. • Reduced client payment defaults by 50% through optimized performance tracking and proactive relationship management. • Acted as a primary client liaison to ensure satisfaction and resolve issues promptly. HSBC, Brazil -) Trading Desk Intern • Developed control spreadsheets, leading to increased customer retention and sales growth. • Developed performance control tools, improving client retention and sales outcomes. EDUCATION & CERTIFICATIONS • Master of Liberal Arts in Marketing & Management, Harvard University Extension School, Cambridge, MA (2008) • Bachelor of Business Administration (BBA), Faculdades Milton Campos, Belo Horizonte, Brazil (2003) • Certifications: Amazon Ads Retail Certification, Amazon Sponsored Ads Certification LANGUAGES Languages: English (Fluent), Spanish (Fluent), Portuguese (Native)