Ana Velozo Email & Phone Number

São Paulo, Brasil

- Ecosystem local focal, with core focus on Customer Experience for FX and Domestic Banking;- Responsible for identifying, mitigating and attacking CX and UX gaps Globally and locally;- Support role for local vendor monitoring and operation health;- Support role for IT and Engineering teams, responsible for ensuring resolution rate and ticket management; - Responsible for applying trainings and identifying the knowledge gaps;

São Paulo, Brasil

Responsible for Continuous Improvement projects of processes, tools, customer and agent experience;- Responsible for the management of KPIs such as HSAT/MSAT (machine satisfaction), Time Spent, adherence amongst other for teams of 1K+ headcount;- Responsible for leading and supporting implementation projects of new products, processes and KPI improvement;- Responsible for the development and mediation of trainings and workshops;- Daily use of Looker and BigQuery, for data analysis and development of queries ordashboards;- Responsible for the development of deep dives, analysis and action plans for improvement ofoperational KPIs and processes;- Acted as individual collaborator dealing with many aspects of a customer focusedenvironment, working alongside many stakeholders;- Daily use of Jira Software Kanban and Scrum boards as well as Confluence;- Acquired knowledge with SQL, for the creation of queries or more in-depth analysis throughBigQuery, Looker and DataBricks;- Dealt daily with CxaaS, SaaS, B2B, B2C and operational teams, with supporting and leadingroles;- Experience in strategic positions and cross experience teams;- Daily use of Google Workspace package (mainly Sheets and Presentation) for materialdevelopment and dashboards creation;

São Paulo, Brasil

ENG- Responsible for the follow up and improvement of training KPIs;- Performance team main analyst, expected to bring deep dives, action plans and work withmanagement team of BPOs;- Responsible for the management, creation and maintenance of Looker and Datastudiodashboards;- Development of processual and training content;- Strategic position in projects;PT- Acompanhamento de KPIs de treinamento e atuação na melhoria contínua dos indicadores;- Desenvolvimento de conteúdo processuais e de treinamento como pílulas de conhecimento, treinamentos processuais, knowledge base entre outros;- Mediação de round tables e rodas de qualidade;- Aplicação de novos materiais para time de treinamentos dos parceiros;- Atuação em projetos de gerenciamento de conteúdo, com gerenciamento de stakeholders;- Mediação de round tables;- Desenvolvimento de planos de ação para melhoria de - - KPIs gerais de Performance como C-SAT, Time Spent, Quality e métricas de produtividade.- Responsável pela criação de queries automáticas para consulta de KPIs e pela manutenção das mesmas;- Responsável pelas comunicações institucionais e alinhamentos processuais com as BPOs parceiras e outros stakeholders;

ENG- Customer support in multichannel;- Focus in Lending and Pricing operations;- Strategic position in Fraud and adjustments projects;- Focal point for Special Cases, responsible for organizing, replying and for the KPIs of claimsfrom ReclameAqui, BACEN, Consumidor.gov, Procon and others.PT- Atendimento ao cliente nos canais de telefone, e-mail e chat;- Foco em Lending e Pricing;- Participação em projetos, principalmente de Fraude e ajustes financeiros;- Treinamento de pares e liderança, principalmente Onboarding do produto;

São Paulo, São Paulo

- Bilingual support for AirBus customers, English and Portuguese, occasionally Spanish (basic);- Responsible for understanding the best and most economic routes for our customers using the on demand Helicopter service between São Paulo’s biggest airports and luxury hotels;- Responsible for any pre or post sales support, answering doubts or helping with any ocasional issues;- Also responsible for on site inspections on most of the partner airports like GRU, to understand how to improve our customers experience;-- Suporte bilíngue para clientes AirBus, inglês, português e ocasionalmente espanhol (básico);- Responsável pela organização e entendimento das rotas mais econômicas para clientes do serviço on-demand de helicópteros, que aconteciam em aeroportos e hotéis de luxo de SP;- Responsável também pelo acompanhamento em aeroportos dos times que faziam o checkin dos clientes, para entender como melhorar a experiência do embarque e desembarque;

São Paulo E Região, Brasil

- Bilingual Tier 2 support, English and Portuguese for Apple customers;- Dealt with critical or sensible cases through escalations;- Direct contact with Dispatch, Genius Bar Genius Technicians and other Apple interested areas;- Worked as buddy for new Tier 1 and 2 agents for doubts and support;- Responsible for Multi-product support: iOS (iPhone and iPods), macOS (macbooks, iMac and MacPro), iWork (Pages, Number and Keynote), Garageband, iCloud and Apple ID.- - Atendimento sênior bilíngue ao cliente, Inglês e Português;- Responsável pelo acompanhamento e resolução de problemas críticos ou sensíveis, escalados pelo time de Tier 1;- Contato direto com times de Dispatch, técnicos Genius do Genius Bar e outras partes internas da Apple; - Atuava como “Buddy” das novas entradas de Tier 1 e Tier 2 para tirar dúvida e auxiliar nos atendimentos; - Oferecia suporte sênior para diversos produtos Apple: iOS (iPhone e iPods), macOS (macbooks, iMac e MacPro), iWork (Pages, Number e Keynote), Garageband, iCloud e Apple ID.

São Paulo E Região, Brasil

- First job;- Sales credit representative for payroll loans mainly focused on public servers and retired servers.