Ana Paula Gutierres

Questioner
DISC Type : c

Gerente Sr Customer Care na Natura&Co at Natura

São Paulo, São Paulo, Brazil

Overview

Ana Paula Gutierres is the Head of Customer Care at Natura, leveraging extensive experience from roles at Fleury and Credicard. A graduate of FGV, she is recognized for her technical knowledge and her ability to lead large teams to achieve significant results in customer relations and financial performance.

She is passionate about celebrating her teams achievements, frequently highlighting their award wins at industry events. Ana Paula is dedicated to continuous learning and staying current on customer relationship trends, emphasizing the importance of humanized service in an increasingly digital world.

She champions Naturas "Bem Estar Bem" (Well-Being) philosophy, integrating it directly into her customer care strategy.

Personality Overview

Cautious & Analytical

Value Seeker

Price-Sensitive

While they don't hesitate to ask questions, they are generally risk-averse and tend to be late adopters.  They are more likely than others to negotiate on pricing and terms. They generally do not appreciate an overfriendly approach and prefer to stay to-the-point.

Topics They Care About

Humanized Service
Advocates for maintaining a human connection in customer interactions, using technology like AI and bots as support tools rather than replacements.
Team Recognition
Publicly and enthusiastically celebrates her team's accomplishments and award wins, famously calling them her "team of the galaxies. "
Personalization at Scale
Focuses on the challenge of delivering a personalized and high-quality customer experience across a very large volume of interactions.

Media Appearances

Ana has no verified media appearances

Work History

8-2020
Gerente Sr Customer Care na Natura&Co at Natura
2-2012 - 8-2020
Gerente de suporte e atendimento ao cliente at Natura
9-2008 - 1-2012
managing customer relationship at Fleury
Gerente at Actionline
Gerente de Operações at Credicard

Education

2003 - 2004
pos graduação from FGV - Fundação Getulio Vargas

More Information

Social Presence :

Prographics :

Exp : 17 Location : São Paulo, São Paulo, Brazil Job Level : N/A Designation : Gerente Sr Customer Care na Natura&Co at Natura
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Insights For Selling To Ana Paula

During A Call Or A Meeting

DO's

  • Back up any claims with data and numbers
  • Keep some extra margin in hand as they will likely negotiate the pricing
  • Share as much information as possible regarding your product

DONT's

  • Don’t overhype the product/pitch, keep it measured
  • Don’t depend too much on anecdotal evidence, it reduces their confidence
  • Don’t try to be too friendly or informal with them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Ana Paula is

  • Confidence that the product provides ROI, effective pricing and process adherence matter the most to them.

  • Will you ever get a clear answer from Ana Paula

  • It doesn’t come naturally to them but they can say no if they are not convinced.

Insights For Deal Planning

    How fast (or slow) will Ana Paula move?

  • They can move at a reasonable pace while making their decisions if they have the necessary information.

  • Can Ana Paula take some risk or not?

  • They can take risk if they are convinced that they have analyzed the circumstances well.


You And Ana Paula

Personality Compatibility


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