André Merli Email & Phone Number

Rio De Janeiro, Rj, Br

Niterói, Rio De Janeiro, Brazil

- Apoio à gestão de responsabilidade social na Petrobras, focando em análise de dados para o desenvolvimento de estratégias de impacto social.- Desenvolvimento de dashboards interativos em Power BI para monitorar KPIs sociais e auxiliar na tomada de decisões estratégicas.- Atualização e análise de dados utilizando Excel para otimizar processos e garantir a precisão dos relatórios.- Criação e implementação de fórmulas DAX para aprimorar a eficiência na análise de dados.-… Show more - Apoio à gestão de responsabilidade social na Petrobras, focando em análise de dados para o desenvolvimento de estratégias de impacto social.- Desenvolvimento de dashboards interativos em Power BI para monitorar KPIs sociais e auxiliar na tomada de decisões estratégicas.- Atualização e análise de dados utilizando Excel para otimizar processos e garantir a precisão dos relatórios.- Criação e implementação de fórmulas DAX para aprimorar a eficiência na análise de dados.- Elaboração de documentações estratégicas para consultoria em gestão, facilitando a comunicação de resultados e insights. Show less

Rio De Janeiro

- Portfolio management of medium and high complexity- Customer Onboarding to help customers realize the business value the product offers and how to best support- Understand customers' business needs, keep ongoing documentation of their use case, and pintpoint those that can aim to expand (Upsell)- Lead Ongoing messaging sequences, including product updates, plan changes, check-ins for all accounts, and schedule top clients training sessions- Closely monitor the health of all… Show more - Portfolio management of medium and high complexity- Customer Onboarding to help customers realize the business value the product offers and how to best support- Understand customers' business needs, keep ongoing documentation of their use case, and pintpoint those that can aim to expand (Upsell)- Lead Ongoing messaging sequences, including product updates, plan changes, check-ins for all accounts, and schedule top clients training sessions- Closely monitor the health of all clients, including contracts, product issues/requests, end-user adoption, and overall satisfaction- Partner closely with cross-departmental teams to share client feedback, escalate urgent issues, andcontribute to wider team/company project plans- Data collection and results analysis (data extraction, dashboard creation and updating, using Power BI)- Planning and implementation of performance metrics KPIs- Tracking of deviations and development of actionplans for continuous improvement- Upsell, retention (churn), and strategic contacts- Assistance in assessing contractual changes and drafting estimates and budgets Show less

Rio De Janeiro

- Creation of dashboards and spreadsheet updates- Process mapping for product’s article creation- Customer service via Chat, phone, and emailSystem error reporting

Rio De Janeiro, Brazil

- Answered 8+ calls per hour, exceeding target call rates by 16%. - Established knowledge of protocols, answering customer inquiries, and reducing wait times by 7+ minutes.- Maintained a professional, friendly demeanor with customers at all times, receiving 500+ positive customer reviews.- Resolved customer call complaints within 24 hours, reducing the likelihood of negative reviews.- Achieved a 98% 5-star customer satisfaction rating for having a friendly, understanding, and… Show more - Answered 8+ calls per hour, exceeding target call rates by 16%. - Established knowledge of protocols, answering customer inquiries, and reducing wait times by 7+ minutes.- Maintained a professional, friendly demeanor with customers at all times, receiving 500+ positive customer reviews.- Resolved customer call complaints within 24 hours, reducing the likelihood of negative reviews.- Achieved a 98% 5-star customer satisfaction rating for having a friendly, understanding, and patient attitude toward customers.- Awarded Agent of the Year for customer satisfaction.- Managed customer returns and complaints with an understanding demeanor, increasing customer brand loyalty.- Taking existing data from a separated document and inputting it into Excel and Power BI.- Diplomatic Issue Resolution.- HelpDesk and Call Center.- Customer Focused.- FAQ writer. Show less

Rio De Janeiro, Brazil

• Customer Support, helping the customer by chat and telephone.• Diplomatic Issue Resolution.• FAQ writer.

Pós-Graduação Lato Sensu - Mba, Marketing, Branding E Growth

Cursando MBA em Marketing, Branding e Growth, com foco em estratégias de crescimento, posicionamento de marca, e inovação em marketing..

Bachelor Degree, International Relations, Tcc: 10

Activities and Societies: Atlética Estudantil International Relations Bachelor Degree

Ensino Médio