Vanessa Afonso Maia

Critic
DISC Type : C

Gerente CX at QuintoAndar

Itupeva, São Paulo, Brazil

Overview

Vanessa Afonso Maia is a Customer Experience Manager at QuintoAndar with nearly 20 years of expertise in customer service. She has managed operations for major companies like C6 Bank and LATAM Airlines and holds an MBA in Strategic Business Management.

Deeply passionate about customer service, Vanessa values building strong, integrated teams. She believes that fostering synergy and open communication between different company areas is fundamental to delivering a superior customer experience and achieving collective goals.

She successfully implemented the entire customer service operation from scratch for the startup Stix.

Personality Overview

Information Seeker

Negotiator

Precise

They are quite likely to negotiate on pricing or other key terms.  They don’t appreciate bells and whistles unless backed by data. They enjoy working alone and do not rely on others very often.

Topics They Care About

Customer Journey
Her entire career is dedicated to managing and enhancing the customer experience, with a focus on metrics like NPS and continuous process improvement.
Operational Performance
Specializes in managing both internal and outsourced service teams (BPOs), ensuring performance targets and contractual SLAs are consistently met.
Team Development
Focuses on training and development to build efficient teams. She actively promotes inter-departmental collaboration to generate synergy and improve processes.

Media Appearances

Vanessa has no verified media appearances

Work History

2-2024
Gerente CX at QuintoAndar
10-2022 - 4-2023
Gestora de Melhoria continua (processos, comunicação e treinamento) at C6 Bank
7-2020 - 10-2022
Coordenadora Sr Atendimento ao cliente at Stix
5-2014 - 7-2020
Coordenadora de atendimento ao cliente at LATAM Airlines
9-2013 - 4-2014
Coordenadora de Atendimento at Even

Education

2016 - 2017
MBA Gestão Estratégica de Negócios from Centro Universitário FMU | FIAM-FAAM
2001 - 2005
Education details unavailable from Universidade Anhembi Morumbi

More Information

Social Presence :

Prographics :

Exp : 16 Location : Itupeva, São Paulo, Brazil Job Level : N/A Designation : Gerente CX at QuintoAndar
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Insights For Selling To Vanessa

During A Call Or A Meeting

DO's

  • If you can, show them industry reports or analyst comments instead of sharing anecdotal stories
  • Leverage facts and figures wherever possible; use percentages, numbers etc.
  • Keep some extra margin while sharing pricing, they are likely to negotiate later

DONT's

  • Don’t rush them till they have clearly gotten all the necessary information
  • Make extra effort to not seem pushy or confrontational
  • Don’t try to give too many examples of other users, they like to make their own decisions

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Vanessa is

  • Strong evidence of ROI, effective pricing, and proven data points matter the most to them.
  • Will you ever get a clear answer from Vanessa

  • It is not very hard for them to say no if they are not convinced about the decision.

Insights For Deal Planning

    How fast (or slow) will Vanessa move?

  • They are neither the fastest nor the slowest decision makers, they are somewhere in the middle.
  • Can Vanessa take some risk or not?

  • They can bear some risk if their analysis backs the decision.

You And Vanessa

Personality Compatibility


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