Alessandra Furlan

Alessandra Furlan Email and Phone Number

Contact Center Manager @ Samsung Electronics
budapest, budapest, hungary
Alessandra Furlan's Location
São Paulo, São Paulo, Brazil, Brazil
Alessandra Furlan's Contact Details

Alessandra Furlan personal email

About Alessandra Furlan

Liderando com sucesso a gestão de centros de contato na Samsung Electronics, tenho mais de 12 anos de experiência em proporcionar uma experiência de cliente excepcional. Minha trajetória profissional é marcada pela implementação de estratégias de transformação digital, análise do comportamento do consumidor e otimização de processos.Certificada como Six Sigma Black Belt, impulsiono projetos voltados à eficiência e à qualidade do suporte ao cliente, incluindo a integração de sistemas de IVR visual e WhatsApp e a formação de parcerias estratégicas com BPOs. Com habilidades consolidadas em gestão de pessoas, tenho como missão simplificar e tornar efetivos os processos que criam valor para os clientes e para a empresa.

Alessandra Furlan's Current Company Details
Samsung Electronics

Samsung Electronics

View
Contact Center Manager
budapest, budapest, hungary
Website:
samsung.com/in
Employees:
6523
Alessandra Furlan Work Experience Details
  • Samsung Electronics
    Contact Center Manager
    Samsung Electronics
    View
  • Samsung Electronics
    Contact Center Manager
    Samsung Electronics Feb 2020 - Present
    São Paulo
    o Responsible for managing contact center vendors, including operational performance, KPI´s, action plans, quality and training. o Responsible for 3 important support segments: Phone Support: Digital services and technical content .com and youtube, include videos creations (how to)
    View
  • Na
    Sabbatical Period
    Na Feb 2018 - Dec 2019
    Parma E Região, Itália
    o I had the privilege of experiencing a truly transformative journey that has enriched my personal life, career, and self-awareness in profound ways. This remarkable journey has not only added substantial value but has also significantly contributed to my growth and development on both professional and personal fronts.
  • Hp
    Latin America Contact Center Mgr
    Hp Oct 2016 - Feb 2018
    São Paulo E Região, Brasil
    o High-performing operations management with expertise in building/optimizing organizational processes to maximize business results, creating value to customers and maintain dynamic and efficient.
    View
  • Hp
    Latin America Quality Mgr
    Hp Nov 2015 - Sep 2016
    São Paulo E Região, Brasil
    o Managing KPIs, action plans and crises to achieve operation all results for all subsidiaries in Latin America o Lead mentoring sections for LA quality team.o Prepare and oversee CC Latin America executive presentation,
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  • Hp
    Brasil Contact Center And Escalation Mgr
    Hp Dec 2009 - Oct 2015
    o In charge of monitoring and achieve ops results and interactions across voice channel, chat and e-mail.o High-performing operations management, with daily tracking, based on governance models of weekly, monthly and quarter business review, Under control and defined action plan focus on operational KPI´s , like as forecast, productivity, AHT, Service level, No parts usage, turn over, abs, customer satisfaction. o Daily tracking complaints to reduce procons and legal cases. o Back Office process and results.
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  • Hp
    Project Manager (Six Sigma Black Belt)
    Hp May 2005 - Nov 2009
    São Paulo E Região, Brasil
    o As a program manager I lead several projects, one very important was a project focus to reduce the “No trouble found” in a repair line with a significant cost reduction in Repair operations (Lean 6 Sigma black belt certification)o Daily tracking and lead BPO´s repair partner
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  • Hp
    Supply Chain Program Manager
    Hp Feb 2003 - Apr 2005
    São Paulo E Região, Brasil
    • SC: Program Manager, responsible to manage the provider Foxconn, repair partner for PC´s and notebooks.
    View
  • Hp
    It Business Analyst (System Deployment)
    Hp Feb 2001 - Jan 2003
    São Paulo E Região, Brasil
    Dashboard and intranet development
    View
  • Hp
    Bench Repair And Quality
    Hp Nov 1996 - Jan 2001
    São Paulo E Região, Brasil
    Developement repair process and quality, during the HP printers implementation in Brasil
    View

Alessandra Furlan Skills

People Management Customer Satisfaction/promoter Kpis Management Change Management Process Definition And Adherence Outsourcing Planejamento De Projetos

Alessandra Furlan Education Details

Frequently Asked Questions about Alessandra Furlan

What company does Alessandra Furlan work for?

Alessandra Furlan works for Samsung Electronics

What is Alessandra Furlan's role at the current company?

Alessandra Furlan's current role is Contact Center Manager.

What is Alessandra Furlan's email address?

Alessandra Furlan's email address is lo****@****ail.com

What schools did Alessandra Furlan attend?

Alessandra Furlan attended Fia - Fundação Instituto De Administração, Universidade Paulista.

What skills is Alessandra Furlan known for?

Alessandra Furlan has skills like People Management, Customer Satisfaction/promoter, Kpis Management, Change Management, Process Definition And Adherence, Outsourcing, Planejamento De Projetos.

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