Carlos Henrique Camara Araujo Email and Phone Number
Carlos Henrique Camara Araujo work email
- Valid
Carlos Henrique Camara Araujo personal email
I work in projects that involves service channels, focusing on increasing revenues, reducing costs, improving processes and implementing new technologies.I have great analytical skills with knowledge in math and statistics, being responsible for the projection of calls and budget of the Call Center and Data Centers.At JCA Group, with recognized experience in delivering projects: CRM | Sales Force (Service Workflow); in the implementation of the IVR; of AVI to optimize the call center and reduce costs.Objective: I am looking for opportunities that require willpower. I am willing to develop new networks, break down paradigms, create solutions and learn. I have a lot of energy, focus on results and people, being a good reference for the teams I spent.Specialties: Calculation and statistics / Elaboration, Definition and Analysis of KPIs / Quality Tools (Ishikawa Diagram, Pareto, Problem Solving) / Product Management / Strategic Planning / Negotiation / Excel and Power Point Domain / Google Analytics / English / Spanish Advanced, Waterfalls and Agile projects.
-
Bp Processos Squad De DigitalCobli Jun 2024 - PresentSão Paulo, BrasilBusiness Process com atuação em projetos de digitalização do atendimento e autoatendimento, em resumo responsável por:- Conduzir Sprints;- Priorizar backlog;- Detalhar escopo das melhorias e DoD (Definição de Feito);- Mapeamento de processos (AS IS / TO BE);- Elaboração de fluxogramas;- Gerenciar a implementação do projeto;- Elaboração, manutenção de documentos funcionais e treinamentos internos;- Mapear requisitos em projetos de autoatendimento;- Ser o ponto focal entre o stakeholders e o projeto de implementação;- Desenhar soluções e identificar oportunidades de melhorias e digitalização do atendimento. -
Senior Business Analyst - Project Manager (Pm)Tata Consultancy Services Jun 2022 - Apr 2024Montevidéu, Departamento Montevideo, UruguaiProject Manager working with projects o expansion, decommissioning and upgrade of Data Centers, all addressed on the east coast of the Americas, in summary responsible for:- Receive the projects;- Validate scope and business needed;- Guarantee Capex approvals;- Buy and deliver the devices, spliting them into parts when necessary;- Configuration and go-live.I maintain strong communication in English and Spanish daily, with stakeholders distributed globally. -
Business Analyst And Customer SuccessJca Holding Jan 2020 - Apr 2022São Paulo, São Paulo, BrasilCoordinating Customer Relationship team, second level of attendance, six employees who handle cases with greater complexity, such as ReclameAqui and Social Medias. Acting on review the answers, making changes to the tone of voice, managing the amount tasks and quality control.Call Center Management, responsible for budget control, forecasting the number of calls, quality control and service levels indicators (TMO, FCR, Abandonment, TME).SalesForce CRM administrator, responsible for improvements, process automation (Process Builder), Letter Templates, creation of reports, dashboards and supporting users with needs or issues.During six months, working on e-commerce operations, managing the backlog of issues on web site, raising tickets, following up with stakeholders inside the company as IT, financial, revenue, marketing and customer relationship team. -
Business Analyst And Project Manager On Service ChannelsJca Holding Feb 2018 - Jan 2020São Paulo E Região, BrasilDriving the CRM project implementing the Sales Force | Service module, being the point of contact in Contact Center. In this project we integrated all services channels: Call Center; Web form; social media. Providing a 360-degree view of Complaints and customer requests in all service channels.Digital Transformation Project in customer service, with the implementation of IVRs and Chats (Chat Bots and Human Chat), with the following macro activities:- Redesign and implementation of SAC, Telesales and Quality Research IVRs. In this project, we carried out the integration between IVA and CRM, reducing the number of incoming calls by more than 45%.- Design and implementation of online service, with chat bot and human chat as a second level.
-
Business AnalystCbyk Consultance Services Mar 2017 - Feb 2018São Paulo Area, BrazilConducting the chat bot replacement project;Conducting the live chat project;Product Owner for digital flight changes and reimbursement, increasing participation in digital channel. Below the list of digital products:Voluntary flight changesInvoluntary flight changesReimbursement -
Business Analyst And Customer ExperienceLatam Airlines Brazil Sep 2012 - Mar 2017São PauloCustomer Experience Analyst- Creation and Management of CSAT surveys on the LATAM.com/pt_br and LATAM Travel websites, with the aim of improving the performance and quality of digital products.- Mapping and evaluation of online processes.- Studies of Google Analytics performance indicators.- Market study (benchmarks) of other sites.- Management of content, communication and “knowledge” of the Virtual agentMain Initiatives and Projects:- Conducting the project to chat bot replacement.- Conducting the human live chat project.- Online customer satisfaction KPI analysis.- Elaboration of executive presentations and status reports.- Participation in the launch of LATAM new brand.- Validation of dashboards (Tableau and Klipfolio).- Creation of satisfaction dashboard.- Product Owner of flight change processes (voluntary and involuntary), reimbursement with increased penetration of the online channel. -
Quality Analyst In Contact CenterTam Jun 2010 - Sep 2012São Paulo Area, BrazilManage the quality KPI's in contact center;Mapping Process;Root cause analysis
-
Contact Center AgentTam Sep 2008 - May 2010São Paulo Area, BrazilBilingual agent (English and Portuguese), taking calls and writing emails.Help agent, supporting the new agents during the training and at the beginning of work.
-
Atendente Call CenterAvianca Jun 2007 - Sep 2008 -
ProprietárioStudio 13 Locadora E Lan House Sep 1999 - Oct 2007
Carlos Henrique Camara Araujo Skills
Carlos Henrique Camara Araujo Education Details
-
Business Management -
Publicidade E Propaganda
Frequently Asked Questions about Carlos Henrique Camara Araujo
What company does Carlos Henrique Camara Araujo work for?
Carlos Henrique Camara Araujo works for Cobli
What is Carlos Henrique Camara Araujo's role at the current company?
Carlos Henrique Camara Araujo's current role is Project Manager | Customer Success.
What is Carlos Henrique Camara Araujo's email address?
Carlos Henrique Camara Araujo's email address is ca****@****.com.br
What schools did Carlos Henrique Camara Araujo attend?
Carlos Henrique Camara Araujo attended Universidade Cruzeiro Do Sul, Universidade Cruzeiro Do Sul.
What skills is Carlos Henrique Camara Araujo known for?
Carlos Henrique Camara Araujo has skills like Atendimento Ao Cliente, Microsoft Excel, Commercial Aviation, Customer Service, Management, Voos, Aviation, Airlines, Aircraft, Flights, Operations Management, Airports.
Who are Carlos Henrique Camara Araujo's colleagues?
Carlos Henrique Camara Araujo's colleagues are Julio Cesar Ferreira Chagas, Keylla Kaiany, Anna Lima, Evandro Sanches, Gabriel Marques, Gustavo Scholl Ventura, Renata Oliveira.
Free Chrome Extension
Find emails, phones & company data instantly
Aero Online
Your AI prospecting assistant
Select data to include:
0 records × $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial