Aline C. Email & Phone Number

Barueri, São Paulo,Brasil

• Manage and monitor Customer Success and Operation team, responsible for more than 40 customer’s journeys• Organize the team routine using agile methodologies to improve the performance and gain efficiency.• Analyze data to identify risks, create prevention plans to prevent churn, improve the usability and exceeding customers´ expectations• Initiated cross-departmental collaborations to align strategies with customer-centric approach leading to improved operational efficiency.• Serve as the voice of the Customer with partners, escalating cases, providing feedback on how they can improve to create a better relationship with customers• Directed Customer Success team efforts to guarantee a good customer experience align with company goals• QBRs meetings with C-Levels to ensure that the mapped success plan is being granted• Key Technologies and Tools: Teamwork, Leadership, Building relationships, Assertive communication, Data-Driven Optimization, empathy and active listening, Project management, Strategic vision, Jira, Confluence, Freshdesk, O365, CRM

Barueri, São Paulo, Brasil

São Paulo, Brasil

Responsible for the management of the project from the start to operation. Closely monitoring, and focusing on the customer experience and satisfaction throughout the contract lifecycle. Always thinking about continuous improvement and quality of deliveries, monitoring the process and techinical team, providing feedback focused on development.

São Paulo E Região, Brasil

Responsible for the project management process. Since the preparation of the project plan, risk assessment, cost control and schedule for the execution of activities. Managing and monitoring tasks, with a focus on continuous improvement to meet customer needs. Always paying attention to the development of the team to solve issues and obtain excellent service delivery.In the first months, I organized the artifacts of projects and processes in the area, improving workflows and gaining more quality and speed.

Sao Paulo

Responsible for all Human Resources, recruitment & selection, payroll, eSocial, union negotiation and labor law routines.I coordinated a team with 2 employees, organizing and monitoring the routine to ensure the quality and punctuality of deliveries, in accordance with the company's goals and the current labor legislation. I assisted team managers in solving internal conflicts and providing feedback to employees.I was responsible for the improvement and organization of the department, implementing a cost reduction and reducing the waste of time through the definition of responsibilities and optimization of processes. I was always thinking about the best way to reconcile the quality of life of employees with the goals of the organization.

São Paulo Area, Brazil

Responsible for the project of internalisation of the payroll, parameterization of the module and processing of the monthly routines of the Personal Department.Assistance from internal clients related to payroll and doubts about labor legislation. Issuance of monthly reports and control of flows through spreadsheets.

Responsible for the entire process of closing the payroll, processing union guides and monthly charges, pro-labore sheet, provisions, control and appointment of overtime and bank hours, launch and calculations of vacations and termination, interaction with unions for framing and homologation.Assistance of national and international clients related to payroll and doubts about labor legislation.Issuance of monthly reports and control of flows through spreadsheets.

São Paulo E Região, Brasil

Activities focused on vacations: Programming, calculations, issuance of holiday receipts and notices, generation of annual programming, updating of CTPS and monthly reports.

Activities focused on timesheet control and vacations: Programming, calculations, issuance of holiday receipts and notices, generation of annual programming, updating of CTPS and monthly reports.

São Paulo E Região, Brasil

Acompanhamento de TMO, ocupação, fila de atendimento, transferência e abandono de chamadas; Atendimento aos clientes; Ronda na ilha para verificação e funcionamento de equipamentos; Acompanhamento e ação para absenteísmo, banco de horas, troca de horários e escalas, presença, produtividade, nota de monitoria e pausas produtivas e improdutivas; Monitoria dos operadores da equipe; Preparação de counting e feedback aos analistas; Realização de reuniões mensais com os operadores e gerencia sobre resultados, sugestões e procedimentos. Participação em campanhas de incentivo.

São Paulo E Região, Brasil

Auditoria dos processos analisados, apontamento e correção de falhas, acompanhamento de processos com críticas e interação com as áreas para resolução dos problemas apresentados, elaboração de relatórios com resultados e sugestão de melhorias. Resultado: Superei expectativas e melhorei a qualidade dos processos apresentados.

São Paulo E Região, Brasil

Análise e tratativas aos processos cadastrados pelo clientes da empresa Telefônica no Procon. Contato com os cliente para resposta e resolução do processo. Consolidação de relatórios com a produtividade diária e esclarecimentos de pendencias.

Tecnólogo, Human Resource Management

Mba, Project Management