Daniela Falchi Email & Phone Number

North Kingstown, Rhode Island, Estados Unidos

Thales USA – Jan/2022 to current Noram Customer Experience Manager • Responsible for 2 sites: North Kingstown/USA and Burlington/CAN.• Business Unit: Banking and Payment | Financial Services.• Support a team of 15 staff members located in Atlanta, North Carolina, North Kingstown and Burlington (CAN).• Strong knowledge in card manufacturing, personalization services, innovative solutions, and sustainable products.• Strong partnership with Operational team, Sales, and Top Management.• Process improvement, automation, part of Lean Manufacturing Six Sigma for Billing purpose.• Digital Transformation, responsible for designing and implementing new strategies that enhance team’s performance and the customer experience.• Coaching | Training & Development | Mentoring Program.Thales Brazil - Apr/2006 to Jan/2022 Customer Service Manager – (Jan/2018 to Dec/2021)• Business Unit: Banking and Payment / Financial Services.• Support a team of 10 staff members located in Brazil.• Managing more than 70 customers including banks, digital banks, fintech, and processors. Brazil market was booming in 2020 due to the dual interface migration, new customers on boarding and revenue increase.• Managing customer service team, processes, polices and audits.• Interface with manufacturing team in different countries: Brazil, Mexico, Shanghai, Singapore and USA.Customer Service Manager Latin America – (Jan/2017 to Dec/2017)• Manage smart cards projects for Banking and Payment for Latam.• Team of 24 people around Brazil, Argentina, Colombia and Mexico.Customer Service Manager Brazil (Mar/2011 to Dez/2016)• Responsible for 2 Business Unit: Banking & Payment and Telecom.• Support a team of 10 staff members located in Brazil.Contract Supervisor Security Transactions – (Nov/2009 to Feb/2011)Customer Service Senior – (Abr/2006 to Oct/2009)

Campinas E Região, Brasil

Responsible for managing IBM Softwares production and distribution to warehouses in Latin America.Manage and control production in IBM Manufacturing in Denmark.Coordinated initial contracts set-up and renewals.Provide telephone support for the customers.Prepared monthly results reports.

Barueri - Alphaville

Front Desk Manager (Oct/2003 to Oct/2004)• Supervised front desk staff, a team of 12 people.• Recruited and trained new employees to provide an excellent customer support.• Handled booking for national, international groups and special events.• Analyze new business.• Process control and internal audits.• Managed customer relations and provided exemplary service to all guests.Receptionist (Apr/2002 to Sep/2003) • Greeting in a professional manner any visitors who come to the reception desk.• Answering phone calls, taking message and passing on callers to the relevant person.• Booking room reservations and confirmation.• Taking part in staff meetings and actively making suggestions or comments on reception related issues.• Dealing with any enquiries or requests for information quickly and efficiently.• Welcoming VIP guests in a manner befitting their position.

Project Management, Project Management

Mba Sales And Marketing

Project Management

Education record

Bachelor In Tourism