Carolina Lopes Email & Phone Number

Joinville, Sc, Br

Brasil

Brazil

- Managed operations processes focused on ensuring service quality. - I worked in crisis management and delicate customer service, such as cases of death and issues without defined processes. I served both individuals (PF) and businesses (PJ), with a flow of 120 attendances per day.- Coordinated end-to-end customer journey processes (Onboarding and Ongoing). - Conducted audits and gathered insights for decision-making and process improvement projects. - Maintained collaboration with product, growth, and marketing teams. - Led teams across three cities, responsible for 1:1 meetings, performance development, and recruitment. - Monitored and analyzed key business metrics - NPS, CSAT, SLA, conversion, return, and supply.Key Achievements: - Improved the quality metrics of the Goiânia team, positioning the city in the top 3 in Brazil. - Led the launch of Uber Moto in Aracaju, tested and scaled the project nationally within three months. - Developed a comprehensive customer service flow in Manaus, recognized internationally and awarded in Mexico.

Brazil

- People Leadership (Hiring & Development)- Process and Project Oversight- Crisis Handling- Performance Management (Metrics)

Manaus, Amazonas, Brazil

- Process Analysis and Audit- Client Training and Education Sessions- Implementation of newly launched products in the city- Analytical projects for enhancing service quality- Supervision and development of new employees

Manaus, Amazonas, Brazil

- Public Reception and Customer Service- Active in converting new partners- Crisis Management in customer service (Recognition, SuperStar 2018, awarded at the Mexico headquarters)

Manaus E Região, Brazil

- Led negotiations with suppliers, optimizing commercial terms. - Implemented and optimized customer service processes, enhancing customer satisfaction. - Developed strategies to boost sales and ensure customer retention. - Contributed to the company’s growth and financial sustainability.Key Achievements: - Revitalized company cash flow by increasing sales. - Designed an annual sales campaign calendar, improving supplier payment terms.

Manaus, Amazonas, Brazil

- Managed HR, commercial, logistics, and export processes. - Ensured the proper execution of tasks across departments. - Handled supplier and customer negotiations to secure financial outcomes.Key Achievements: - Played a key role in the expansion following a successful bid with Honda, scaling operations from 10 to 130 employees in three months.

Manaus, Amazonas,Brazil

- Managed a client portfolio, focusing on recovery and engagement. - Conducted credit analysis to optimize client distribution in the portfolio. - Participated in projects to create financial plans aimed at recovering delinquent clients and capturing new customers.Key Achievements: - In my first quarter, I achieved second place in the employee recognition program for the highest recovery of delinquent clients.

Manaus, Amazonas, Brazil

- Worked in customer service operations, communicating daily with multiple clients across various channels (in-person, email, and phone). Averaged 30 interactions per day. - Led internal fraud investigation processes by collecting and organizing documentation for authenticity validation.Key Achievements: - Unfinished processes. Together with a team of 5, we sorted over 1,200 processes, identified pending issues, and communicated with claimants, successfully eliminating over 800 pending processes in the system within approximately 6 months.

General English, Ef Level 7 - Intermediate - Cefr Level B1

General English, Elementary - Cefr Level A2

General English, Beginner - Cefr Level A1

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