Amanda Cunha Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brasil

- Provide support and actively participate in all Customer Experience research initiatives. This involves organizing and attending regular and global meetings with all stakeholders, discussing relevant topics, sharing results, and implementing necessary actions to enhance the customer experience.- Coordinate the entire process of collecting contacts for B2B surveys, from obtaining customer feedback to analyzing metrics. My goal is to ensure comprehensive responses and use the collected information to drive significant improvements in CX outcomes.- Continuously monitor the implementation of proposed improvement actions, ensuring they are executed as planned, evaluating their impact on customer satisfaction, and ensuring customer success.- Work closely with the global CX team (in English), following the established global strategy.- Manage and lead quarterly projects focused on improving operations and customer experience. Create reports to share satisfaction survey results with teams and develop and update action plans to address identified negative points.- Assist the Sales Ops team, addressing their daily demands and providing report updates in Power BI.

São Paulo, Brasil

As the focal point of CX for BR, I play a crucial role in managing local Key Performance Indicators (KPIs), as well as disseminating global initiatives and facilitating communication across different departments regarding Customer Experience matters. Among my responsibilities, I highlight:-Providing support and actively participating in all Customer Experience-related initiatives. This includes organizing and participating in regular and global meetings with all stakeholders involved in Customer Experience, where we discuss important topics and take necessary actions to enhance the customer experience.-Coordinating the entire process of collecting contacts for B2B surveys, from obtaining customer feedback to analyzing the evaluated metrics. My objective is to ensure comprehensive responses and use the gathered information to drive significant improvements in Customer Experience results.-Continuously monitoring the implementation of proposed improvement actions, ensuring they are executed as planned and evaluating their impact on customer satisfaction.-Working closely with the global CX team, following the established global strategy.-Assisting the Sales Ops team by attending to their daily demands and providing updates on Power BI reports.Achievements: - I received the Lenovo Bravo Award in 2023 for the effective implementation of a comprehensive Enterprise Management System.- In April 2024, I was honored with the 'Individual Excellence' award at the ISO Latam kickoff for the fiscal year 2324. This award recognizes those who deliver exceptionally high performance.

São Paulo, Brasil

- Customer support on every communication channel (Whatsapp, Chat, and E-mail), and resolution of all demands/doubts ensuring the customer has the best experience, quickly and affectionately.- Analysis of the indicators area optimizing the Service Level Agreement (SLA) and satisfaction index. - Constructing the knowledge base of CX so we ensure that all processes are well-structured, regularly updated, and their impact is fully understood. It also helps to ensure that the internal mapping is accurate, leading to the continuous improvement of the operation.- Development of projects/actions for customer satisfaction.- Daily reports of gaps in the processes, in order to find the best way to solve them.- Conduct surveys to identify demand solutions for the internal improvement team.

São Paulo, Brasil

- Customer support on every communication channel (Whatsapp, Chat, and E-mail), and resolution of all demands/doubts ensuring customer service.- Surveying and analyzing data, I mapped internal resolutions and sent requests to the teams responsible for optimizing processes.

São Paulo, Brasil

- Customer support on every communication channel (Whatsapp, Chat, and E-mail), and resolution of all demands/doubts ensuring customer service.- Screening and verification of all processes involving orders through Pipefy/Retool, analysis of the request, and sending quotations to suppliers to escalate the demand to the responsible team.

São Paulo, Brasil

- Responsible for ensuring the student's satisfaction, providing the best experience we can, and answering any question questions effectively and quickly in multichannel service (tomticket, chat, email, and whatsapp).- Answering questions on #MeAjudaAi (student help portal) and Student Replay. - Collaborating with other teams to develop innovative projects and initiatives aimed at enhancing the overall satisfaction of students and ensuring their experience will be unique, fun, and functional.

São Paulo, Brasil

- I was responsible for developing and participating in projects related to the area. This included managing the integration, recruitment, and selection of apprentices and interns, as well as organizing and digitizing the entire employee file.- Management of contracts for service providers and benefits, and management of payment of NF's suppliers in the area (SAP). - Assistance to employees, helping with internal questions (Mylife and Workday), and contact with the global HR team.- I actively participated in B-NOW, a group focused on promoting gender diversity and ensuring equal opportunities and recognition for women in the company.

São Paulo, Brasil

- Verification of time sheets, payroll, employee allocation, and system input;- Organization of necessary documentation for customers, document registration and updates, as well as file maintenance and implementation of systems aimed at improving departmental performance;- Assisting employees and general administrative routines; office supply purchases, delivery of correspondence; organization of the environment; control, maintenance, and delivery of EPI.

São Paulo, Brasil

- Retention of delinquent customers through active telephone contact;- Responsible for assisting customers with questions about contracts, sending updated invoices for payment, ensuring debt negotiation, and staying in the consortium. In addition to clarifying doubts in contractual and administrative processes.

São Paulo, Brasil

- Correction of payment approvals;- Recording of financial boxes for all company branches by changing values, data, and confirming expenses with those responsible;-Organization of documents (mail, payment approvals) in Excel;-Management of files and verification of invoices supporting finance

Postgraduate Degree, Specialization In Project Management - Practices Of The Project Management Institute - Pmi

The Project Management Specialization, based on PMI practices, will enable me to lead and collaborate on projects of any size.

Bachelor, Business Administration

The Business Administration program prepared me to lead and collaborate on various projects, applying best practices to tackle different.