Beatriz Alves Email & Phone Number

São Paulo, Sp, Br

- KPIs analysis - CSAT, NPS, Contact Rate and other CX indicators- Monitor the operationalization of the experience strategy- Quantitative and qualitative analysis of the client’s interactions with the brand in all channels, focusing on digital channels (BOT) and human- Processes mapping and improvement- Project management focused on customer experience improvement- Stakeholders management

- Creating, implementing and monitoring projects and processes for operational optimization for the B2C business units (Healthcare, Services and E-commerce)- Backlog management (Monday) and task prioritization with all the CX teams (Data, Systems, Training & Development)- Report and analysis of customer's interactions and CX metrics to identify journey gaps and work on the solution with stakeholders (Product & Tech)- Report the results to managers to brainstorm projects and… Show more - Creating, implementing and monitoring projects and processes for operational optimization for the B2C business units (Healthcare, Services and E-commerce)- Backlog management (Monday) and task prioritization with all the CX teams (Data, Systems, Training & Development)- Report and analysis of customer's interactions and CX metrics to identify journey gaps and work on the solution with stakeholders (Product & Tech)- Report the results to managers to brainstorm projects and OKRs-oriented tasks for the company in general- Spokesperson of the customer-centric culture and continuous improvement for the company Show less

Australia

- Specialized support to third-party companies, helping their customers with information about their services/products- Creation of training materials for specific B2B clients about their processes and practices and applying it to the customer service representatives- Team Leadership: as second in command, I acted as a supervisor to help the account manager to direct the team about the client’s processes and resolutions, scripts and delegate issues to the responsible team (IT… Show more - Specialized support to third-party companies, helping their customers with information about their services/products- Creation of training materials for specific B2B clients about their processes and practices and applying it to the customer service representatives- Team Leadership: as second in command, I acted as a supervisor to help the account manager to direct the team about the client’s processes and resolutions, scripts and delegate issues to the responsible team (IT, Marketing, etc) Show less

São Paulo, Brazil

- People and process management: creating and implementing hiring/firing processes and purchases- Employee experience management: POC to problem solving, new employees onboarding, facilities and work equipment management- Contracts and HR management: work contracts, internships, payroll, benefits, etc.

Guarulhos, São Paulo, Brazil

- Reception of worldwide passengers in a VIP lounge- Management of access control, flight and airlines information, partnerships and services offered in the lounge