Alessandra Lourenço

Judge
DISC Type : Dc

Analista de Ouvidoria e Processos at Copa Energia

São Paulo, São Paulo, Brazil

Overview

Alessandra is a customer experience professional with over 18 years of experience, specializing in ombudsman, regulatory channels, and quality management. With an MBA in Quality in Projects and Processes, she excels at resolving complex complaints. Colleagues often describe her as committed, dedicated, and client-focused.

Outside of her professional role, Alessandra is deeply devoted to her family, whom she describes as her most precious asset. She actively engages with her work community and shares posts that reflect a positive integration of her work and family life, such as bringing her daughter to the office.

She has been repeatedly recognized with High-Performance awards (PRAD) during her tenure at Itaú Unibanco.

Personality Overview

Generally Skeptic

Demanding

Fast But Wary

They like to move fast and expect the same from others.  They respond well to strong and respectful communication. They are not always relationship oriented.

Topics They Care About

Customer Experience Journey
Her entire career is focused on analyzing and resolving customer complaints across critical channels like SAC, Procon, and social media to improve the customer journey.
Regulatory Compliance
Possesses deep knowledge of Bacen and Febraban resolutions, with direct experience managing complaints from regulatory bodies like Procon.
Continuous Improvement
Her professional focus is on quality and process enhancement, supported by an MBA in Quality in Projects and Processes.

Media Appearances

Alessandra has no verified media appearances

Work History

10-2024
Analista de Ouvidoria e Processos at Copa Energia
5-2014 - 2-2024
Analista de qualidade e atendimento ao cliente Pleno (CX) at Itaú Unibanco
9-2009 - 4-2014
Analista de atendimento ao cliente Júnior at Itaú Unibanco
8-2008 - 8-2009
Analista de crédito at Itaú Unibanco
10-2005 - 7-2008
Agente comercial at Itaú Unibanco

Education

4-2023 - 5-2024
MBA from UNEED
1-2009 - 12-2010
Pós-graduação from Universidade Presbiteriana Mackenzie

More Information

Social Presence :

Prographics :

Exp : 28 Location : São Paulo, São Paulo, Brazil Job Level : N/A Designation : Analista de Ouvidoria e Processos at Copa Energia
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Insights For Selling To Alessandra

During A Call Or A Meeting

DO's

  • Objectively showcase the impact that your product creates
  • Be respectful but crisp
  • When negotiating terms, help them build an impression that they are the ones calling the shots

DONT's

  • Do not spend too much time focusing on product tech or features
  • Avoid being too verbose
  • Don’t focus on process and rules, give the impression of being a ‘gets it done’ person

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Alessandra is

  • Confidence in impact is paramount to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Alessandra

  • If they are not convinced, they will have no hesitation in telling you the same.

Insights For Deal Planning

    How fast (or slow) will Alessandra move?

  • They can reach decisions fairly quickly if they are convinced.
  • Can Alessandra take some risk or not?

  • They don’t mind risks but can be quite binary about them.

You And Alessandra

Personality Compatibility


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