Brenda Mota Email & Phone Number

State Of São Paulo, Brazil

Sâo Paulo, Brazil

Melhoria Contínua | Ferramentas e processos | Qualidade e Treinamento | NPS

São Paulo, Brazil

Strategic role in COE (Center of Operational Excellence), team responsible for support, governance and auditing of operational squads, focusing on BPO performance, training and tools.Main activities and projects:• People management;• Governance of suppliers of LMS (training) and KMS (knowledge base) tools used in operations (+10,000 agents);• Management of processes regarding licenses, payment, contract and users database;• Management of LMS databases and dashboards;• Management of the roadmap for continuous improvement of the LMS platform, prioritizing adjustments and initiatives that meet business demands (scalability, resource optimization and regulatory demands);• Creation and implementation of internal audit to evaluate operations training processes (for regulatory purposes);• Responsible for the onboarding program for new agents in operations (internal and in BPOs);• Creation of recycling programs for agents who detract from performance metrics in BPOs;• Support for the implementation of new training platforms (Degreed and LearnUpon) in the company;• Documentation focal point (confluence and playbooks);• Focal point of the training team on the Jira Service Desk and Jira Project Management tool.

São Paulo, São Paulo, Brazil

Leader of the quality pack, working on the growth squad (registration flow) monitoring processes.Main activities and projects:• Governance of quality content (process alignment) in knowledge base tools;• Indirect leadership of quality analysts;• Monitoring workload management, defining prioritization strategies among the team, in order to guarantee delivery of the required volume of monitored tickets;• Conducting internal calibrations to align scoring criteria, subjective cases and exceptions, with the aim of ensuring absolute alignment between monitors.• Analysis of quality punctuations contested by agents;• Creation of the first backoffice monitoring (photo analysis and registration data job), defining quality criteria, monitoring flow, implementation strategy and analysis/presentation of pilot results.

São Paulo E Região, Brazil

• Customer support via telephone, chat and email channels (WOW Experience);• Fraud prevention through analysis of registration applications, documents and user behavior;• Focal Point of integration and recognition through the implementation of projects and internal dynamics that guarantee sharing of experience between peers and recognition for high performing agents.

Aracaju, Sergipe, Brazil

• Creation of digital content planning for clients;• Coordination of creative times, ensuring adherence with guidelines and deadlines;• Media strategy on Facebook and Instagram Ads;• Creation and management of Google Ads campaigns;• Customer service;• Review and quality control of the content created;• Creation of analysis and engagement reports of sponsored digital campaigns (ads);• Conducting interviews and hiring processes.

Aracaju, Sergipe, Brasil

• Internal marketing strategic planning;• Events production;• Email marketing management;• Analysis and consulting of clients' social media;• Review of the content and functionality of the websites created by the company;• Analysis of internal and customers' SEO; • Assistance to the marketing manager.

Aracaju, Sergipe, Brazil

• Creation of digital content planning for clients;• Review and quality control of campaigns;• Engagement reports;• Team coordination.