Catarina is a pragmatic and outcomes-focused leader with extensive experience in helping organisations improve business performance and achieve better customer outcomes. She has over 15 years' experience across Australia, Brazil, UK, USA and Asia-Pacific.
Some of Catarina’s experience includes:
Designed and implemented a B2B client experience operating model for a major Australian Oil & Gas company. This included mapping customer journeys, designing a strategic key account management framework including relationship models by segment, and coaching senior executives through the initial roll out to their top 10 accounts.
Directed phase one of a contact centre re-platforming at a major Australian bank, achieving the key objective of aligning tech ambitions with customer experience success. Drove the implementation of a clear roadmap and staged delivery plan, which optimised customer impact whilst reducing costs and speed to output.
Designed and established operating rhythm between marketing, sales and service at a large parcels and logistics company, enabling them to deliver more effective marketing campaigns, increase cross-sell and upsell opportunities, and improve customer satisfaction.
Led customer experience program for a large consulting firm, leveraging feedback loops to continually embed client-centric disciplines to sales, service delivery and account management. Delivered consistent improvement to net promoter score and brand health metrics, which were key leading indicators of revenue performance.
Spearheaded the operations of an agribusiness startup in Australia, designing and implementing back and middle-office functions, as well as customer and farmer experience journeys. Successfully built cross-functional teams and transitioned to business-as-usual.
Led the implementation and testing of internal controls frameworks for large SEC-listed companies, driving increased reliability of financial reporting and protecting investors from corporate fraud, aligned with regulatory requirements.
