Chiara Silva Email & Phone Number

São Carlos, Sp, Br

Sao Carlos Sp

Responsável por estruturar a área de Sucesso do Cliente, garantindo eficiência na entrega do produto e no desempenho do software. O desafio principal é assegurar que o cliente tenha acesso a uma solução completa e eficaz para todas as necessidades relacionadas ao gerenciamento de brindes.

Malta

- Responsible for the development and management of financial products, leading discovery initiatives, creating strategic roadmaps, prioritizing backlogs, and continuously monitoring quality metrics to ensure products meet user needs and business objectives.- Planned and executed projects focused on credit products, emphasizing operational efficiency, revenue growth, and sustainable development, resulting in improved performance indicators and an expanded customer base.- Developed technical and support documentation to ensure clarity and alignment among multidisciplinary teams and stakeholders, facilitating communication and value delivery.I- dentified opportunities for process and product improvements, implementing corrective and preventive actions to optimize performance metrics and enhance customer satisfaction.- Monitored monthly KPIs and product performance, using data analysis to make strategic decisions, drive continuous improvements, and ensure product success in the market.*Key Achievements:*- Led the development of an automatic debit tool from conception through to implementation, aimed at optimizing financing collections. This project resulted in a 20% reduction in delinquency rates and improved operational efficiency across 6 departments.- Spearheaded the development of a tool from discovery, prototyping, and backlog prioritization to streamline and optimize client documentation. The tool was designed to centralize, update, and organize documents, making it easier for all relevant departments to access and manage the product documentation efficiently.

Alemanha

- Managed the operational results of products marketed by CondoConta, ensuring alignment with business objectives and client needs.- Implemented and monitored daily requirements, coordinating with operational teams to maintain consistent product performance and delivery.- Created and tracked project tasks and cards to facilitate clear communication and progress monitoring across operational teams.- Developed and optimized operational processes to enhance efficiency and streamline workflows, resulting in improved team performance and productivity.- Prioritized quarterly projects based on business impact, resource allocation, and strategic goals.- Collaborated closely with the Product and Technology teams to ensure project development and continuous improvements.- Monitored product functionality according to pre-established guidelines, proactively identifying and addressing potential issues.- Analyzed and reported on product performance metrics, using data-driven insights to recommend strategic adjustments.- Conducted monthly KPI reviews and product performance monitoring to drive continuous improvement and align with company targets.*Key Achievements:*- Led the discovery process, documentation, and legal compliance for the implementation of a monetary fee within the credit product, resulting in a 30% increase in monthly revenue.- Oversaw the end-to-end delivery of a web platform for lead generation aimed at financing products, focusing on lead qualification for more accurate closings. This development resulted in a 5% increase in conversions and a reduction in cost per lead from R$4,000 to R$800.

São Paulo, Brasil

- Led the creation of the Customer Success area, managing B2B account teams and developing tailored customer journeys to enhance client satisfaction and retention.- Developed and implemented training programs for internal teams and clients, ensuring a deep understanding of the product offerings, including various types of credit, debit, prepaid, and virtual cards.- Created and measured KPIs to monitor performance and drive continuous improvement in processes, customer experience, and product development.- Proposed and executed strategies for process optimization and product enhancements, contributing to the successful development of new payment products, such as credit cards, payment accounts, White Label Wallets, and payment applications.- Oversaw the creation and expansion of the B2B service area, establishing a robust support structure that improved client engagement and product adoption.- Managed product-related projects from concept to launch, acting as a facilitator between teams, stakeholders, and clients to ensure alignment with strategic goals.- Conducted consultative management for clients, providing expert guidance on payment solutions and product utilization, driving customer success, and supporting business growth.*Key Achievements:*- Developed and implemented the entire process for creating the card product, including API integration documentation, onboarding strategy, and defining quality and delivery KPIs. This structuring improved client activation monitoring and increased product efficiency.- Created a banking app with functionalities for bank accounts, card management, and limits, designed for multiple brands. The app was sold to a partner bank and remains in use to this day.- Provided consultancy and led the ideation of a SaaS system for B2B integrations, aimed at acquirers of freight and toll cards.

São Paulo, São Paulo

- Led the creation of the projects area, focusing on customer-centric projects and products, managing internal and external projects through a squad structure.- Managed a prioritized project queue using agile methodologies, ensuring efficient delivery, quality, and alignment with business objectives.- Developed new products through customer benchmarking and market analysis, including the successful launch of a White Label credit card application and a White Label prepaid wallet.- Monitored and presented team performance metrics, ensuring transparency, quality, and adherence to deadlines.- Facilitated daily ceremonies and applied continuous improvement practices to enhance team performance and collaboration.- Cultivated strong relationships with customers and internal stakeholders, acting as a bridge to align cross-functional efforts and meet client needs.

Ribeirão Preto E Região, Brasil

Responsible for the implementation and development of the TrainingDepartment, including both in-person and virtual training. Application,control, content creation, satisfaction measurement, and contentapplicability. Various materials were created, including commercial,technical, managerial, and tool-based content

Ribeirão Preto, São Paulo

Recruiting and assigning the profile appropriate to the required activities;Need analysis for technical team qualification;Analyze and create action plans to achieve results;Creation of performance indicators;Dimensioning of staff to attend;To manage and develop the professional through the application of feedbacks, motivating, training, sharing experiences and following the evolution of the collaborator;To create flows and processes of department attendance;Supervise and monitor operational flows and processes;Map and direct operational needs;To guarantee the quality in the service to the Establishments;Ensure the functioning of call systems;Track the returns and SLAs of all departments;Ensure compliance with results and delivery within agreed deadlines;Identify improvement in operating systems;Acting with internal and external clients with a focus on satisfaction;Contribute to the organizational climate aiming at the well being of the team;Maintain the structure of the operation;Ensure understanding of communication between all levels;To create strategies of improvements aiming the fulfillment of the demands and attendance with quality;Perform conflict management;Leading and developing team;Acting and ensuring with the business vision according to strategic planning;Manage operational costs;Facilitate and direct demands in decision making;Conduct the management and prioritization of time in the face of administrative activities and adversities.

Florianópolis, Santa Catarina

HI SALES - Virtual Products and Services SalesCompany specialized in virtual commercial operations "home office" in outsourced products and services, focusing on consultancy, commercial analysis, and strategic operations.STRATEGIC SALES COORDINATORCoordinating "home office" commercial operations with outsourced strategic involvement. Responsible for developing, creating operational flows, and revenue generation for the commercial team. Responsibilities:• Recruitment and personnel selection, matching the role to the appropriate profile;• Analysis of the need for technical training of the team;• Training and development of training materials;• Analyzing and creating action plans to achieve results;• Managing and developing professionals through feedback application, motivating, training, sharing experiences, and monitoring employee progress;• Monitoring performance, activities, and revenue;• Interacting and intervening with stakeholders - intervening areas;• Working with internal and external clients focusing on end-user satisfaction;• Creating team operational flows;• Creating and updating company operational policies;• Analyzing and generating result reports;• Generating goals aligned with client expectations;• Planning and structuring team operations according to client needs;Results: Within three months of implementation, sales figures started at $90,000 and reached $500,000.Clients include: Mormaii Fitness, Metalife Pilates, and My Smart Clinic.

São Carlos

Responsible for two 24-hour operations, with 300 employees and 17 managers. Responsibilities include people management, leadership, development, training, guidance, hiring, profile analysis, resource allocation, strategic planning focusing on end-user, client, and company satisfaction, sustainability, and agility in service delivery.Achieved Results - Performance Indicators:24-hour Assistance: Presence in Jan 2015 was 92.55%, reaching 96% in Jan 2016;24-hour Activation: Presence in Jan 2015 was 95%, reaching 99% in Jun 2016.24-hour Assistance: Adherence from Jan 2015 to Dec 2015 was 85%, reaching 91.89%.Cost Indicators:24-hour Assistance: SOS dispatch from Jan 2015 to Dec 2016 was 85%, reaching 94%;24-hour Activation: Service acceptance from Jan 2016 to Jun 2016 was 92%, reaching 99%.Many actions and use of tools were necessary to achieve and maintain results, applying continuous improvement.

São Carlos E Região, Brasil

Operation Call Center management, reporting to Operations Coordination and Management, implementation of 24-hour Assistance and GRABB Operations serving Bank of Brazil Agency Managers. The following are the activities performed:• Supervision of 20 to 30 customer service agents;• Daily monitoring of operational results;• Directing, motivating, and leading teams through constructive feedback;• Providing operational support to the center;• Quality monitoring;• Root cause analysis and call center indicators;• Opening tickets and monitoring volumes;• Implementation of operations and creation of service methods;• Information gathering and monitoring of service flow;• Recycling and training management;

São Carlos E Região, Brasil

Ministrar aulas no curso de Logística na Escola ETEC Paulino Botelho de Planejamento Financeiro e Orçamentário• Seguir o planejamento de aulas elaborador pelo Curso de Logística;• Ensinar e mensurar a capacidade de entendimento do assunto;• Efetuar testes e provas;

São Carlos E Região, Brasil

COMPRAS – Atuação em negociação e compras de alimentosReporte para Gerente de Compras, atuando em toda Região do São Paulo e Minas gerais, comprando, negociando e controlando a logísticas das entregas no tempo correto;• Cotação de alimentos, analisando a qualidade, durabilidade e validade dos produtos; • Controlar a logística e tempo de entrega;• Negociação de valores atrelando a qualidade e melhor custo.

São Carlos E Região, Brasil

Responsável pela vendas e consultoria de três cidades (São Carlos, Descalvado e Ibaté), atuação com transformadores, respondendo para Gerente Regional atendendo em torno de 100 clientes semanalmente.• Efetuar vendas e consultorias de alimentos;• Propor mudanças e melhorias nos alimentos transformados;• Acompanhar a entrega dos pedidos;• Alcançar metas e resultados mensalmente;• Prospecção de novos clientes e fidelização dos existentes.

Durante 5 anos iniciei o departamento de vendas de acessórios coordenando todas as instalações, preparação dos carros e faturamento do departamento, a equipe iniciou com 2 eletricistas e chegou a 4 eletricistas. O faturamento inicial chegava em torno de 30.000,00 mês chegando a 150.000,00 mês nos dois últimos anos. As principais atividades de atuação:• Vendas e negociação de Acessórios personalizados para veículos Chevrolet;• Coordenação do departamento: vendas, faturamento, preparação, agendamento de serviço, prazo de entrega e pós-vendas;• Liderança da equipe de eletricistas, motivando, coordenando, incentivando e apoiando;• Coordenação da equipe de vendedores, colaborando com vendas, incentivando as vendas e controlando o faturamento;• Alcance de metas mensalmente;• Controle de garantia e troca de peças;• Controle de estoque de acessórios.

Gestão Organizacional E Em Recursos Humanos, Gestão Organizacional E Em Pessoas

Administração De Empresas, Organizações