Daniela Marques Silveira Email & Phone Number

São Paulo, Brasil

Liderança do time de Suporte N1 e N2.Gestão dos indicadores de Performance.Redesenho e gestão da plataforma de treinamentos.Mapeamento e melhoria de processos.

São Paulo, Brasil

Liderança da equipe de suporte especializado em São Paulo e Curitiba.Gestão de indicadores (KPIs) quantitativos e qualitativos.Gerenciamento de Projetos.Mapeamento e desenho de Processos para os times de CX e demais áreas com atendimento N2 (Tecnologia, CS, Produtos, Financeiro e Prevenção a Fraude)

São Paulo E Região, Brasil

Atuação na liderança de time de CX em Redes Sociais e Mediações, gestionando suas métricas e metas, aplicando feedback e coaching contínuo à equipe com foco em seu desenvolvimento; Identificação de oportunidades de melhoria, trabalhando em conjunto em projetos com outras áreas da companhia (Comunicação, Qualidade, Knowledge Management, entre outras áreas); Gerenciamento de métricas do time de Excelência Operacional, NPS, Produtividade e Tempo Médio de Resposta; Análise de processos internos e realização de recomendações com foco na melhoria contínua.

São Paulo E Região, Brasil

Encarregada da gestão do cronograma de inauguração dos novos franqueados; Monitoramento, acompanhamento e melhoria de processos e ferramentas; Acompanhamento do programa de treinamento e capacitação de novos franqueados; Gestão dos indicadores da área; Planejamento e análise de negócios; Implementação dos planos estratégicos e inovação nas práticas relacionadas ao processo e metodologia da franqueadora; Acompanhamento do desempenho financeiro da rede, para garantir o cumprimento dos padrões, orientando e treinando sobre a gestão do negócio; Suporte ao franqueado em todos os assuntos administrativos e operacionais; Desenvolvimento do planejamento estratégico, avaliando os resultados e definindo junto ao franqueado as metas de acordo com suas possibilidades e expectativas.

Goiânia E Região, Brasil

Professional with nine years of experience in the Communications, Marketing and Relationships department, five years of which in the After-Sales department, planning communication projects, including the management of satisfaction surveys, services marketing, product marketing, relationship marketing and events. Currently managing After-Sales at Samsung for the Midwest and Northeast regions, answering for a team with 10 employees in the field and 6 support employees. Responsible for the third largest volume of service orders in the country, handled by a network of approximately 300 authorized service centers. Formulated trainings, processes and programs that sought to increase the satisfaction of customers and partners.Command of Satisfaction Survey techniques, including such metrics as CES and NPS.Skilled negotiator with suppliers.Experience with international projects and available for travel and a change of city or state.

São Paulo E Região, Brasil

Relationships and Quality departmentResponsible for the communication process with the customers and for the teams involved.Responsible for managing all the satisfaction surveys with the technical support of the company. Drafted and submitted monthly reports with metrics and analysis of results.Responsible for guiding the company with the information obtained from the surveys with customers.Communications departmentPlanned actions and campaigns.Acquired and analyzed partnership proposals, working on the planning, delivery and monitoring of results.Responsible for the planning, development and implementation of parts of the Communication guideline with the customer base.Drafted briefings.Responsible for creating POS material together with the agencies.Analyzed the returns on actions and action plans.Interacted with the DBM, Trade Marketing, Collection Strategy and Creative departments.

São Paulo E Região, Brasil

Responsible for all customer satisfaction surveys carried out by the After-Sales department.Developed reports and action plans to improve the Customer Service quality indicators. Created and implemented Administrative and Service Quality trainings for the network of partners (authorized services, Call Centers and other partners). Developed advertorials and press releases for the media in general, including the Internet and Intranet, in order to ensure the proper communication of the company.Developed marketing campaigns for new services. Responsible for drafting RFPs/RFQs for the implementation of New Services and Extended Warranty for the chain of own stores and partners (authorized service network). Provided support and motivational actions for the entire network of partners. Organized such Events as the ASC Meeting (national meeting with the entire authorized service network) and Team Building events (motivational event focused on synergies of internal teams). Coordinated the cost estimates of the department (Budget) and monitored the orders placed at suppliers.

São Paulo E Região, Brasil

Mba, Marketing E Vendas

Graduação, Administração E Marketing