Camilla Melo Email & Phone Number

Campinas

CS for Product Improvement (North America, South America, Europe, and Africa)APM: Collaborating on the development and enhancement of InteractionLog and ACADIA, defining requirements and prioritizing features based on customer feedback and usage data. Ensuring that product updates align with client needs and market trends.Customer Interaction: Engaging directly with clients across multiple regions (North America, South America, Europe, and Africa) to understand their needs, identify areas for product improvement, and ensure that customer expectations are met in a timely and efficient manner.Onboarding and Training: Leading onboarding initiatives for new clients, delivering training sessions and workshops to ensure effective use of the InteractionLog and ACADIA products. Ensuring smooth transitions and adoption of product features for all customer types.Support and Problem Solving: Providing both technical and strategic support to customers, working alongside internal teams to resolve complex issues and improve the overall customer experience. Ensuring fast response times and effective problem resolution.Data: Continuously monitoring success metrics such as user engagement, satisfaction, and retention for both InteractionLog and ACADIA. Analyzing data to propose product improvements and enhance CS strategies based on actionable insights.Feedback and Continuous Improvement: Collecting and analyzing customer feedback to propose improvements for InteractionLog and ACADIA. Adjusting strategies and product functionalities to enhance CS and ensure the product evolves in line with client needs.Cross-Departmental Collaboration: Facilitating communication between product development, marketing, sales, and support teams to ensure an integrated and seamless approach to the CX. Working collaboratively to align product updates with customer expectations and business goals.Tools Used: Azure AD, Azure Board, DataDog, Figma, Lucid, Microsoft Lists, Office, DeepHow

São Paulo, Brazil

Leadership of Operations and Customer Service teams in the Buy-Resell BU:- Direct supervision and leadership of the team responsible for the Buy-Resell operation.- Guiding the team to achieve established goals and objectives.Structuring Operation Processes and Workflows:- Developing and implementing efficient processes for the Buy-Resell operation.- Ensuring clear and effective workflows to maximize productivity and service quality.Monitoring and Managing KPIs:- Establishing and monitoring key performance indicators (KPIs) to evaluate the success of the operation.- Regular analysis of KPIs to identify areas for improvement and take corrective actions when necessary.Responsible for Strategic Decision-Making:- Making strategic decisions to drive growth and efficiency in the Buy-Resell operation.- Evaluating different options and selecting the best approach to achieve organizational goals.Project Management in the Area:- Planning, executing, and monitoring projects related to the Buy-Resell operation.- Coordinating resources and ensuring projects are completed within established timelines and budgets.Transportation Management Responsibility:- Supervising and coordinating transportation activities related to the Buy-Resell operation.- Ensuring products are delivered efficiently and within agreed-upon timelines.

São Paulo, Brazil

- Management and Leadership of the Buy-Resell Operation- Structuring Operation Processes and Workflows- Monitoring and Managing KPIs- Responsible for Strategic Decision-Making- Project Management in the Area- Transportation Management Responsibility

Miami, Eua

- Creation of communication strategies with exclusive partners- Development of workflows for partner requests handling- Support to Sales Squad in client relationship development- Operational and strategic coordination of all customer relationship stages- Identification of opportunities for long sales cycles- Creation and monitoring of regular NPS surveys with client portfolio- Mapping, analysis, and revision of processes, flows, and procedures for continuous customer experience improvement- Customer Journey creation- Implementation of operational and commercial KPIs- Creation of CS playbooks- Operational Budget planning and monitoring- Tracking strategies with contracted transporters- Tracking NS analysis and monitoring- Marketing strategy monitoring with partners- Digital Marketing alignment with hired Influencers- Support and creation of Digital Marketing strategies to boost partner Sell OutTools: Zoho, Bling, GSuite, Notion, Miro

Eusébio, Brazil

- Reduction of fines and discounts with Key Account and retail customers;- Analysis of contractual clauses and creation of new contracts;- Restructuring of the Financial Pending project;- Monitoring of commercial agreements and financial deficits;- Action plans for reducing corporate deficits;- Support for Key Account portfolio and discount analysis;- Monthly reports for the board of directors;- Visits to Key Account clients;- Monitoring of credit analyses;- Meetings with industrial bases and SKU optimization;- Identification of improvement processes in customer service;- Project focus on Key Account;- Key User for the SAP 4HANA project;Tools: SALESFORCE, SAP PRODUCTION, BIZZAGI, TRELLO, POWER BI.

Eusébio, Ceará

Recife, Pernambuco

- Maintenance and monitoring of NO/NE client portfolio;- Analysis of Planned vs. Actual performance by TON and SKU;- Structuring and routing of delivery sectors in the NO/NE region;- Support for sales force with data and reports from the NO/NE region;- Monitoring impactful occurrences in process excellence;- Analysis of SKU ruptures;- Action plans to reverse SKU ruptures in the NO/NE region;- Development of projects with the fleet team in the NO/NE and corporate regions;- Creation of operational improvement projects for the NO/NE table;- Scenario updates and bulletin distribution to management;- Analysis of sales development in white regions;- Assistance in implementing and planning the NO/NE Customer Service project;Tools: TOTVS.

Recife, Pernambuco

- 4 years of experience in Customer Service/Customer Experience with management and control of integrity and transportation KPIs;- Execution and planning of action plans, evaluation/solution/cost reduction of integrity;- Control of additional revenues, monitoring of clients Alpargartas, Semp Toshiba, TIM, Asics, APPLE (all communication in English), and Natura;- Administration of trainings for branches and their focal points;- Reversal of amounts to be debited by the customer;- Creation of presentations and materials for the board;- Participation in SO&P and accountability calls with the client and their board;- Analysis of goal changes;- Creation of new indicators;- Monitoring of operations in branches in the North, South, and São Paulo;- Creation of flowcharts in Bizagi;Tools: SAP CRM.

Recife, Brazil

- Internship in administrative area;- Post-sales contact with market research and customer satisfaction;- Management of routine administrative tasks such as accounts payable, accounts receivable, protest of titles, and cash control;- Maintenance of employee records, vacation planning, and bonuses coordination with outsourced accounting;- Event planning, supplier contact, and budget analysis.

Recife, Brazil

- Prospecting legal sector clients;- Informing about program benefits;- Making proposals;- Negotiating prices;- Creating software development plans for the region;- Post-sales follow-up;- Understanding client needs and working with IT team on standardized projects.

Graduação, Marketing

Marketing Digital

General English, Impulse Level, General English With Tofel Focus.

English Course, Teaching English As A Second Or Foreign Language/Esl Language Instructor

Aprendizado da segunda língua, partindo do Intermediário para o módulo de conversação.

English, General English

No programa de intercambio na ILSC pude ter a vivência com estudantes do mundo inteiro, me proporcionando pensar fora da caixa e abrindo.

Administração, De Empresas.

Activities and Societies: Vice-representante de turma.