Dalva Camargo Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brasil

São Paulo, Brazil

• Promote a more efficient and engaged work environment by increasing the result of the motivation survey from 2022 to 2023 by 65% through the implementation of information governance, KPIs, contracts, problem and.
• Coordinating management ceremonies and adhering to action plans from inception to completion, the GMUD ensures the complete implementation of changes with minimal impact on production and the customer journey… Show more
• Coordinating management ceremonies and adhering to action plans from inception to completion, the GMUD ensures the complete implementation of changes with minimal impact on production and the customer journey.
• Implement practices that reduced sectoral losses by 70% and increased operational efficiency, training 750 individuals in the process, and define processes and workflows for various types of change.
• Lead a team of 10 individuals, including 1 manager, to maintain monthly performance indicators, reduce contract renewal deadlines by 67%, and manage IT budget and contracts, controlling expenses and investments for.
• Enhance monthly reporting for the Infra and Operations Department by utilizing the ServiceNow tool to develop and automate dashboards and executive presentations of strategic KPIs, implementing innovations in data.

São Paulo, Brazil

• Direct national operations for Flytour Business Travel, overseeing approximately 800 employees across Brazil and utilizing key performance indicators (KPIs) to guarantee adherence to processes and deadlines and the.
• Aid the commercial area throughout the entire customer relationship, guaranteeing round-the-clock service, and executing a restructuring that led to a 30% reduction in service costs.
• Improve operational efficiency and establish new KPI… Show more
• Improve operational efficiency and establish new KPI processes, such as SLA, TMO, TMA, and TSF, to drive customer satisfaction from 72% to 98%.
• Enhance process control and governance, as well as standardize and map quality and fraud prevention processes, to reduce sectoral losses by 70%.
• Establish and execute the CSO (Operational Services Centre), which consolidates the ticketing and emergency service sectors, thereby enhancing customer service and achieving a 15% reduction in expenses.

São Paulo, Brazil

• Analyze historical performance indicators and monitor results monthly, reporting to the Vice-President, in order to participate in the preparation and management of the website's annual budget.
• Ensure that the planned budget is adhered to by coordinating operations teams to size technical, human, and operational resources to meet the demand for services.
• Support the Commercial area in negotiating and renewing contracts with customers by interacting with internal areas such as HR… Show more
• Support the Commercial area in negotiating and renewing contracts with customers by interacting with internal areas such as HR, IT, Commercial, and Financial to align actions and meet the site's demands.
• Enhance the quality of service, segment calls, and increase NPS by 20 percentage points by professionalizing the contact center, reducing absenteeism from 15% to 5%, and implementing control and governance processes.
• Offer technical support for 24-hour assistance processes, insurance market, and customer service, with expertise in Auto Insurance Products, project management, and people management.

São Paulo, Brazil

• Ensure the efficiency and effectiveness of BPO service contracts for significant clients, including Editor Abril, BV Financial, HSBC Insurance, Porto Seguro, Casas Bahia, Nissan, and Natura.
• Achieved a 67% reduction in unavailability (ABS and TO) for Editor Abril in 12 months and a 200% increase in operation profitability during the same period by managing websites and a R$6,000,000.00 customer portfolio.
• Be accountable for financial outcomes and aggressive Ebitda targets in all… Show more
• Be accountable for financial outcomes and aggressive Ebitda targets in all operations, overseeing 1,500 service points and over 2,500 employees, including operators, staff, and support areas.
• Directly report to the Operations Directorate and implement strategies to achieve operational excellence and customer satisfaction, supervise a direct team of 4 operations managers and 6 coordinators.
• SA.2009 Customer Award – "SERVING WELL AND SELLING MORE: RECIPE FOR SUCCESS" category for Best Telecalls Campaign – outsourcing area – Editor Abril.

São Paulo, Brazil

• Restructure the operation to reduce annual costs by 20% and establish the Call Centre as a business unit, overseeing 150 service points and 300 operators, while also ensuring ISO 9001 certification and maintenance.
• Monitor the insurer's assistance services in co-management with third-party companies and manage customer retention with results of 48%, which exceed the insurance market.
• In addition to structuring the company's back-office processes, identify and implement improvements… Show more
• In addition to structuring the company's back-office processes, identify and implement improvements in service and sales processes through the Customer Service Centre, Banco do Brazil branches, and alternative channels.
• Construct and execute unique service projects for the Private and Corporate segments of Banco do Brazil at the Insurance Company, in addition to developing strategies for the activation of credit cards for VIP.
• Ensure that VIP customer issues are resolved, results are monitored and reported to the Board, and operations are outsourced with a high percentage of adoption and retention, ensuring that transitions are efficient and.

São Paulo, Brazil

• Collaborate directly with the company's senior management, brands, suppliers, and acquire to develop and implement credit card service and sales strategies for VIP customers. This includes structuring differentiated.
• Maintain a direct relationship with the Board and President to resolve demands from VIP customers, participate in the Quality Committee to minimize problems and legal actions, and prepare… Show more
• Maintain a direct relationship with the Board and President to resolve demands from VIP customers, participate in the Quality Committee to minimize problems and legal actions, and prepare and present the area's Book to.

São Paulo, Brazil

• Collaborate with operations, risk, financial, technology, commercial, and quality control to define internal flows, manage SAC (Customer Service) for internal and external customers, and control sales processes in the.

São Paulo, Brazil

• Supervision of working groups in the completion of internal processes at Unibanco Card, organization of strategic presentations for the Company Committee, and implementation of statistical process control to ensure.

Mba Business Agility & Agile Project Management, Information Technology, Concluído

Mba, Administração De Empresas

Mba Em Marketing, Marketing

Licenciatura, Letras