Carlos Bernardes

GTM Operations, LATAM & Iberia | CRM, Lifecycle & Revenue Operations | AI Automation | HubSpot

Curitiba, Paraná, Brazil13.1k followers

Wati

ex-Connectly.ai

ex-OmniChat

I build and scale the systems behind go-to-market execution across LATAM & My work sits at the intersection of GTM Operations, CRM, lifecycle marketing and revenue operations.
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I connect strategy, data and execution across Marketing, Sales, Product and Partnerships - turning regional growth priorities into measurable, repeatable operating At ai, I owned LATAM GTM strategy and CRM/outbound operations, generating $14M+ in pipeline across 300+ opportunities. I designed multichannel programs across email, LinkedIn and WhatsApp and led a stack including HubSpot, Lemlist, Apollo, Clay, Sales Navigator, Dripify and At Wati, I drive regional initiatives across lifecycle journeys, ICP/PQL logic, lead scoring and routing, SDR workflows, executive reporting, CRM automation and AI-assisted qualification and proposal My background spans 6+ years across WhatsApp Business, conversational commerce, customer growth and GTM operations. I am strongest at turning ambiguous growth challenges into scalable workflows that improve decision-making, reduce manual work and give revenue teams greater operational Core areas: GTM Operations | CRM Strategy | Lifecycle Marketing | Revenue Operations | Marketing Automation | HubSpot | AI Automation | Outbound Systems | Funnel Analytics | LATAM & Iberia

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GTM Index

WATIJOB
1. GTM Operations, LATAM & Ib…
  5M
CONNECTLY.AIJOB
1. LATAM GTM Strategy
  2Y
OMNICHATJOB
1. Customer Growth Specialist…
  4M
2. Customer Growth Specialist I
  1Y
3. Customer Service Specialist
  2M
4. Customer Service Analyst S…
  10M
5. Customer Service Analyst P…
  4M
6. Customer Service Analyst J…
  9M
VIVO (TELEFÔNICA BRASIL)JOB
1. Customer Experience Analyst
  1Y
AVIVAJOB
1. Service and tourist guide
  7M

Job: Connectly.ai — LATAM GTM Strategy | CRM & Outbound Operations · 2024-05 – 2026-05 · 2y — Owned LATAM go-to-market strategy and the full revenue generation cycle across market mapping, ICP definition, outbound execution, pipeline qualification, partner programs, field events and GTM infrastructure. • Generated $14M+ in pipeline across 300+ opportunities for the AE team, including $5M+ in Q4 2024. • Built multichannel outbound programs across LinkedIn, email and WhatsApp, segmented by market and vertical. • Co-managed HubSpot CRM, including workflows, nurture flows, pipeline hygiene and performance dashboards. • Led the outbound technology stack and agency relationships, including tool migrations, onboarding and AI-assisted personalization. • Planned and executed field events and…
Job: OmniChat — Customer Service Analyst Junior · 2021-01 – 2021-10 · 9 mo — Provided frontline N1 support for T3 customer accounts through chat and email. • Diagnosed platform-usage issues, curated feature guidance and escalated technical cases to the appropriate teams. • Built a foundation in customer operations, platform adoption and cross-functional issue resolution that supported rapid progression through six roles at OmniChat.
Job: Vivo (Telefônica Brasil) — Customer Experience Analyst · 2020-01 – 2021-01 · 1y — Delivered customer experience, technical support and consultative sales for fixed telephony and broadband customers across Brazil. • Achieved a perfect 5-point service-quality average in five of eight measured months. • Met service and sales targets in the first month on the operation. • Supported peers as an “angel,” helping agents resolve difficult cases and improve service quality. • Escalated and monitored critical cases with management while identifying plan-upgrade opportunities.
Job: OmniChat — Customer Service Analyst Pleno · 2021-10 – 2022-02 · 4 mo — Combined customer support delivery with team enablement and process documentation. • Onboarded and trained new support team members, creating internal materials for qualification and ramp-up. • Maintained focus on CSAT, response agility and clear customer communication.
Job: OmniChat — Customer Growth Specialist I · 2023-01 – 2024-01 · 1y — Managed portfolio relationships across the customer lifecycle, balancing adoption, retention and expansion for conversational commerce accounts. • Built account plans and negotiated upsell and cross-sell opportunities while proactively addressing churn risk. • Partnered with Sales, Product and Partnerships to resolve customer journey gaps and improve execution. • Monitored account operations and translated customer needs into prioritized internal actions.
Job: OmniChat — Customer Growth Specialist II · 2024-01 – 2024-05 · 4 mo — Managed enterprise accounts across CRM, marketing, e-commerce and customer service, helping clients translate omnichannel goals into platform strategies and measurable execution. • Achieved 100% of target in every quarter in the role. • Advised director-, manager- and coordinator-level stakeholders on conversational commerce, CRM and customer engagement use cases. • Led QBRs and on-site business reviews to strengthen executive relationships and identify growth opportunities. • Trained new team members and documented operating processes and platform use cases. • Developed three customer success stories for the Chat Commerce Report 2024.
Job: OmniChat — Customer Service Analyst Senior · 2022-02 – 2022-12 · 10 mo — Owned complex T1/T2 support interactions for enterprise retail and consumer brands, combining technical troubleshooting with account-context awareness. • Partnered with CSMs to resolve high-impact issues and protect customer relationships. • Supported a portfolio including Decathlon, Arezzo & Co., Vans, Schutz, Telhanorte and other national brands.
Job: Wati — GTM Operations, LATAM & Iberia · 2026-05 – present · 3 mo — Drive GTM Operations across LATAM & Iberia, translating regional growth priorities into scalable systems across lifecycle marketing, revenue operations, sales execution and partnerships. • Own lifecycle programs across trial, onboarding, demo and re-engagement, connecting HubSpot, email, WhatsApp and in-app journeys in Portuguese and Spanish. • Build the operating infrastructure behind regional revenue execution: ICP/PQL logic, lead scoring, prioritization and routing, SDR sequences, SLAs, CRM automation and data-quality controls. • Create dashboards and executive reporting for lead generation, funnel conversion and SDR/AE execution, turning fragmented data into decision-ready insights. • D…
Job: Aviva — Service and tourist guide · 2019-06 – 2020-01 · 7 mo — Supported guest experience and park operations at Hot Park, the largest water park in Latin America. • Managed guest reception, check-in and check-out at park and parking entrances. • Guided visitors throughout the property, building an early foundation in customer service and communication.
Job: OmniChat — Customer Service Specialist · 2022-11 – 2023-01 · 2 mo — Served as an enterprise WhatsApp Business API specialist, bridging customer support, CSM and technical stakeholders. • Designed support-process improvements and reusable operating guidance for the service team. • Supported enterprise accounts on complex platform, security and infrastructure topics. • Worked directly with technology directors and managers and joined on-site client reviews with account CSMs.
School: Estácio — Technical degree, Gestão Pública
School: IF Goiano (Oficial) — Técnico em Agropecuária Integrado ao Ensino Médio, Técnico em Agropecuária

Skills

HubSpotLemlistApolloClayMarketing AutomationLifecycle MarketingGo-to-Market StrategySales OperationsIdentifying TrendsEstratégias de crescimentoComunicações empresariaisCondução de reuniõesNet Promoter ScoreResolução de conflitosCriação de artigoSoftware B2BInteração com clientesBase de clientesExecutivos de contasCustomer Relationship Management (CRM)EnglishDesenvolvimento de relacionamentosAumento e retenção de vendas (Upsell)Gestão de relacionamento com o cliente (CRM)

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Carlos Bernardes

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