Daniela Leal Email & Phone Number

State Of São Paulo, Brazil

São Paulo, São Paulo, Brazil

Cepheid, a Danaher CompanyResponsible for managing Tier1 and Tier2 group of managers for US and LATAM, for direct and indirect channels in the diagnostics market.Define goals, expectations, and direction for the Management Team to execute against strategics initiatives and annual operation planDevelop and improved product support and coverage, strategies and troubleshooting processesDevelop resource and staffing projections to meet customer requirements to promote long-term customer satisfaction and business requirementsWork collaboratively with key stakeholders to improve and sustain customer experience.Foster continuous improvement initiatives

Barueri, São Paulo, Brazil

Videojet, a Danaher CompanyResponsible for service operations management, providing direction and leading multiple teams for maintaining processes effectiveness, readiness for supporting customers in different environments, always looking for improvement opportunities and secure achievement of business objectives and KPIs targets.Directly managed the team of Tier 1 and Tier 2 field service engineers, online technical support, and back-office teams for support delivery, online customer service and sales of parts.

São Paulo Area, Brazil

I have managed a technical response team for inbound customers service calls and inquiries, performing a complete overhaul over the years, resulting in dramatically improved customer experience, decreased abandon rates, decreased duration of calls, decreased dispatches to field response and increased capacity of the response center, making it best-in-class and a role model for the company.On a different responsibility, I have managed relationships with an existing network of support services providers, ensuring word-class support services delivery from accredited third parties in adherence with internal policies, quality standards, compliance and legal requirements.

São Paulo Area, Brazil

Worked with the training and testing teams to ensure the project teams produce quality deliverables, being responsible for training business users and post go-live support activities.Provided support, troubleshooting and training to SAP CRM end users in South America sales teams, deploying updates in software configurations, solving technical issues, and answering to sellers’ inquiries.

São Paulo Area, Brazil

Interfaced with customers for sales and support calls, acting as main point of contact for processing of orders submitted by sales reps, checking for accuracy and meeting of order acceptance criteria, cleansing any pending credit or PO issues, clarifying scopes of work and facilitating many other aspects of order fulfilment.Processed inbound customer inquiries, supporting business negotiations, leveraging existing resources to problem solving and escalating of customer issues, while working with stakeholders to identify improvement opportunities in sales operations processes.Helped with funnel database management by identifying database issues, opportunity management and a few updates, collaborating with marketing team to supply export lists for campaigns and other demand generation activities.

Master Of Business Administration (Mba)

Bachelor