Andressa Vargas Fridrich Email and Phone Number

The HANA Enterprise Cloud organization is responsible for providing Cloud Hosted Infrastructure & Managed Services to SAP Customers. The Engagement Lead is a key member of the HANA Enterprise Cloud Services Delivery Team ensuring coordination and Customer Satisfaction throughout the Customer Lifecycle. May tasks are customer Relationship management, coordinate service with HEC Delivery Teams, contract compliance and Risk management (project and business risks).Through project management skills pipeline, plan for potential projects or customer orders with assigned customersBe accountable for contract Profitability / Margin Management & VSOE compliance.Coordinate process, SLA Management and Reporting, Service Reviews Manage communication flow between customer, delivery, operations to ensure service quality delivery. Assist during customer and internal escalation management (procedure and general issues (complaints about SD Infrastructure Services))

Joined as coordinator in February 2018, I am responsible for projects and campaigns under the traditional volunteering scope which is responsible for connect employees with purpose.Our classic campaigns such as the school kit donation, food and clothes donation, month of service, Christmas Dream among others. Count with the support of teams and volunteers to join the social efforts within our community.• Manage campaigns and ensure deliveries s are met on-time and within budget• Prepare project plan with dates, costs estimative and resources needed.• Manage my Pilar (Create the Change) budget, plan and constantly review. • Manage and motivate people to engage and have a good performance• Identify project opportunities, develop and deliver. • Manage communication between stakeholders, partners, suppliers, volunteers and CSR leadership. • Report campaign achievements • Assist with SAP Together (volunteering tool) roll-out in our location.

• Provide a globally accessible escalation point for existing customer incident as well as drive proactive customer and internal communication in terms of critical escalation.• Fill in any process gap to ensure consistent and reliable processing of critical customer incidents.• Ensure visibility to our customers and internal stakeholders into any associated action plans for resolution toward critical customer incidents.• Deliver standard incident escalation trainings and workshops, performing knowledge transfer to internal staff and external customers & partners.• Provide stakeholder/customer management support for Support Consultants for complex requests.

Responsible for big accounts attending global customers in Electronics Industry. Develop a new market with Smart TV companies in Brazil.Company's qualification processes.Grow sales KPI’s for the company and improve customer satisfaction Index. Remodeling of the company sales process, development and implementation of sales process. Implement CRM system. Responsible for pre and post-sales relationship with customers.Lead Customer Focus Team (CFT) project, lead the action plan and work with financial, operation, production, purchase team to ensure deliver for customer.Customer portfolio - Main Eletronic Industry Players: Samsung, Lenovo, Dell, Panasonic, Sony among others

Customer satisfaction and care, following and dealing with your needs, negotiations, visits and contacts. Perform critical analysis of customer demands and requests. Sales planning and order allocation based on the production plan and the management of the orders until the arrival in the client interfacing with other areas of the company.Responsible for the post-sales support process, for complaints handling, RMA (return of goods purchased) and development of action plans for process improvement and customer service.Develop internal process measurement indicators and reports. Follow-up of product approval process on customers.

- Inserção de pedidos de venda- Follow up de pedidos- Controle de produção x faturamentos- Alocar de pedidos- Acompanhamento de embarque de pedidos. - Envio de cotação e propostas- Solicitação de emissão de nota fiscal- Conferencia da nota fiscal de venda- Recebimento e tratativas de RMA ( retorno de mercadoria adquirida)- Execução do processo de suporte pós vendas.- Envio de amostras e homologação de produto. - Pesquisa de satisfação dos clientes.

Perform administrative tasks. Support for managers, company directors and CEO.Manage contracts with third parties.Procurement, negotiation and supplier evaluation processSupport the financial team, performing payment and control of the travel process.

- Atendimento a clientes- Serviços externos – órgãos públicos (prefeitura, RFB, Alvará, ICMS..)- Prospecção de folha de pagamento, - Soma cartões ponto- Cálculo e emissão de impostos (FGTS, INSS, IRRF)- Emissão de declarações mensais- CAGED, SEFIP , conectividade social icp, Rais anual- Admissão de funcionários- Vale transporte, vale refeição, pagamento de funcionários- Auxilio no PCMSO e fichas de EPI- Homologação de recisão- Parcelamento de INSS.- Conhecimento tributário- Lançamento de nota fiscal- Emissão de NFE – sefaz e prefeitura São Leopoldo- Emissão de guia Simples Nacional, DASN.- Lançamento de boletos e despesas- Conferência de razonetes- Emissão de relatórios de faturamento