Bernardo Oliveira Email & Phone Number

Rio De Janeiro

• Reporting to the Retention and Collection Director, with a team of 5 employed co-workers and 400 outsourced co-workers, leading operations in Curitiba and Belo Horizonte. Responsible for the management, planning and.
• Leadership of the migration of the Retention Operation from RJ to BH involving more than 140 (service stations) and Implementation of the convergent service project, which improved several Quality / Business indicators.
• Competition Mapping and Strategy Definition with Marketing
• Operational Strategy Definition and Execution Management with Partners
• Continuous improvement of processes and strategies services (base screening and convergent offers).
• Motivational campaigns structuring focused in quality and revenue.

Belo Horizonte

• Reporting to Client B2B Service Director, with a team of 62 employed co-workers in Salvador and Belo Horizonte, being responsible for management, planning and control of BackOffice Commercial B2B Operation results.
• Responsible to ensure the lowest turn of the backlog and SLAs on time, implementing the daily management of KPIs.
• Continuous improvement of Service and Strategy Processes.
• Sales support, prioritizing critical demands and strategies for business.Main Achievements:
• Improvement in the use of the register from 84% to 90%; Reduction of the service average time in 40% and Reduction of the error rate in 66%.

Rio De Janeiro

• Reporting to Client Service Director, with a team of 16 employed co-workers and 600 outsourced ones, being responsible for management, planning and control of Business Service results of Goiânia, Curitiba e João Pessoa.
• Contract management control through monthly KPIs (bonuses / penalties)
• Opex Management of 51MM per year
• Operational Management of 600 service stationsMain Achievements:
• FOBO Project Implementation (90% on line solution)
• Convergent Service Implementation (Fixed and Mobile) and Alternative Channels (APP, Chat, email)

Belo Horizonte

• Reporting to Client Service Director, with a team of 8 employed co-workers and 1,000 outsourced ones, being responsible for management, planning and control of the Business Service results of all the service operations.
• Responsible for all Customer Service operations at BH site (Convergent, Velox, TV, Oi Internet and PME)
• Contract management control through monthly KPIs (bonuses / penalties).
• Opex management of 100MM per year
• Operational management of + de 1.000 service stationsMain Achievements:
• Increase de FCR (First Call Resolution)

Belo Horizonte Area, Brazil

• Reporting to Client Service Director, with a team of 14 employed co-workers, being responsible for management, planning and control of after-sales and delivery B2B.
• Advanced Data and Voice Solution Delivery Management
• Interface between technical and commercial areas for pending solution deliveries.Main Achievements:
• Ensure the lowest turn of the backlog and improve the use of the delivery belt.
• Ensure SLAs Registration and Delivery on time

Rio De Janeiro

Belo Horizonte

• Banking sector service (ABN Amro Bank)
• Fraud analysis, detection and prevention

• Post-Graduation, Logistics

Graduation, Business Administration And Management, General