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 control of the results of the Retention Operation PME (B2B).• 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 and a better customer experience.• 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.• Contract management control through monthly KPI´s (bonuses / penalties).• Opex Management 24MM per year

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 sites.• 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)• FCR (First Call Resolution) Increase from 40% to 75% and NPS.• Transferred and Repeated Calls Reduction

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 related to legal and natural person sectors in Belo Horizonte site. • 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)• Reduction of Transferred and Repeated Calls• Implementation of Convergent Service (Fixed and Mobile)

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