Adriana Correa Lima Email & Phone Number

São Paulo, Brasil

B2B relationship with large companies.Portfolio management and credit limits, prepayment of receivables, operational monitoring and sales volume;Planning and execution of actions to improve the operation and increase revenue and credit growth for each company.

São Paulo, Brasil

Elaboration and application of Quality Methodologies focused on guaranteeing satisfaction and the best customer experience in the service channels, identifying points of improvement in the aspects of relationships, processes, products and operational development.Quality team management: Certifications, Audits, Processes.Experience mapping of processes, optimizations and adaptations of methodologies, using tools compatible with the market..Development of corporate and operational processes and procedures, disclosure and storage of documents in specific tools and portals;People management, leading teams and their managers, working on motivations and providing professional growth within their goals and opportunities;Implementation and development of projects focused on continuous improvement of business processes, promoting actions with the areas responsible for the implementation and monitoring of their development, generating reports for the top management;Relationship with customers and internal areas, being the focal point to ensure results expected by customers and the organization's objectives;Dimensioning of processes and teams, having as direction of actions the Forecast, TMA, TMM, ABS, seeking to ensure quality and productivity of operations;Solid knowledge in developing KPIs and their goals according to the strategy defined by the organization's executive committee, as well as definitions and monitoring of operational SLAs;Experience in identifying process deviations, carrying out an action plan to improve results and productivity;Solid experience in implementations and certifications of Quality Systems, according to ISO9001 quality standards

São Paulo, Brasil

Responsible for service and relationship of accounts and business segments, prospecting customers in current and potential markets.Management of marketing campaigns and actions, development of briefings, organization of events, social media.Budget management and budget optimization.Sales volume planning, cost and profit margin.Responsible for the development of new service service models, proposing implementation and improvements to existing service processes.Negotiation with suppliers.Monitoring teams at points of sale, training, implementation of actions and analysis of results and operations.

São Paulo, Brasil

Development and delivery of team training on products (in person and in e-learning), standards and services provided and seasonal campaigns, with a focus on increasing results, reducing bad debt and maximizing the customer satisfaction rateCoordination and guidance of Supervisors in general Personnel Administration routines: Feedback, admission, dismissal, vacation, manual and electronic records, among others.Account management of the Customer Service Centers (NAC), being responsible for distributing goals and analyzing reports, monitoring operational goals and quality indicators, ensuring compliance with priorities established by the company. Responsible for the increase from 1 p.p to 3 p.p. in individual productivity, and 2.5 p.p in regional.Preparation and presentation of results of sales targets, invoicing, losses and proposals for setting up and opening new points of sale.

São Paulo, Brasil

Responsible for achieving the stipulated goals, developing campaigns, controlling the operation indicators and conducting monitoring and feedback.Responsible for controlling indicators of service levels, absenteeism, monitoring and feedback, in addition to controlling the occupation of service positions. Participation in dynamics for hiring new operators.Preparation of reports and spreadsheets for monitoring operations.Provide training for product technicians and behavioral modules (argumentation, service techniques).I worked in the telesales area, where we obtained a 20% increase in sales through distribution of goals and focus on results.Reduction of 6 p.p in Turn Over in operations, where turnover reached 17% of the total workforceImplementation of operational control reports, following the evolution of indicators, mapping inconsistencies, opportunities for improvement and defining effective actions for the business (PDCA basis).Reorganized the process of group alignment and follow-up meetings, presenting the results, defining a new structure for the quality of the operation, valuing individual work and increasing group synergy. (DRE – income statement).

Master Of Business Administration - Mba Digital Business, Business/Commerce, General

Strategic Administration, Administration And Business

Bachelor Of Business Administration (B.B.A.), International Business/Trade/Commerce