Responsible for structuring the Food Service business from scratch, analyzing the market, trends, consumer insights, as well as working on product development, pricing, customer value proposition, etc., ensuring not only a journey, but a differentiated customer experience.Key activities:+ Strategic, marketing and operational planning for the company+ Working with market intelligence: market analysis, research, competitor insights+ Product strategy, price, offer, as well… Show more Responsible for structuring the Food Service business from scratch, analyzing the market, trends, consumer insights, as well as working on product development, pricing, customer value proposition, etc., ensuring not only a journey, but a differentiated customer experience.Key activities:+ Strategic, marketing and operational planning for the company+ Working with market intelligence: market analysis, research, competitor insights+ Product strategy, price, offer, as well as defining the public by product category+ Financial management of the company: cost, ROI, margin, etc., with savings of ~20% in operating costs+ Structuring all operational processes, ensuring alignment between all areas+ Media planning: investments in Google Ads, social media, etc+ Customer relations, mapping needs and opportunities+ Managing operational productivity, reducing waste+ People leadership Show less

As a member of the Customer Service Department, he was responsible for the Planning & Insights of 4 Call Center operations with ~7,000 Consultants, in addition to working with the Structural Projects coming into the Department, ensuring the alignment of People, Processes, Products & Systems, focused on operational efficiency. Key activities:+ Call Center Operations Planning+ Looking at Finances, Performance & Call Numbers+ Analyzing call volumes, creating Reports &… Show more As a member of the Customer Service Department, he was responsible for the Planning & Insights of 4 Call Center operations with ~7,000 Consultants, in addition to working with the Structural Projects coming into the Department, ensuring the alignment of People, Processes, Products & Systems, focused on operational efficiency. Key activities:+ Call Center Operations Planning+ Looking at Finances, Performance & Call Numbers+ Analyzing call volumes, creating Reports & Insights for the entire leadership + Monitoring call reasons, callbacks, quality and the “voice of the customer”+ In addition to monitoring the reasons for calls, I translated them for leadership, proposing actions+ Interface with the Project PMO team, analyzing demands VS needs for implementation+ Control of the entire project journey with operations, acting on deviations and needs+ Also in Projects, implemented new IVR functionalities, new Digital Channels, Portfolios, etc+ Structuring Performance Dashboards and Executive Presentations+ Interface with all the company's strategic areas+ Presenting results to executive leadership Show less

As a member of the Customer Service team, was responsible for structuring and monitoring the main Sales Performance & Quality indicators of the Fixed and Mobile portfolio, totaling +7K people in 4 of the company's partner Call Center Players.Key activities:+ Analysis of the market, Call Center trends, and competitors+ Structuring & Monitoring of Call Center Operations Indicators+ Insights into results and deviations for executive leadership, and also for partner… Show more As a member of the Customer Service team, was responsible for structuring and monitoring the main Sales Performance & Quality indicators of the Fixed and Mobile portfolio, totaling +7K people in 4 of the company's partner Call Center Players.Key activities:+ Analysis of the market, Call Center trends, and competitors+ Structuring & Monitoring of Call Center Operations Indicators+ Insights into results and deviations for executive leadership, and also for partner operations+ Looking at Customer Service, but also at Acquisition, Monetization & Loyalty (Cross Selling)+ Leading the main operational projects, ensuring delivery on time/quality+ Synergy studies of operations, maximizing results and reducing costs+ Interface with all the company's strategic areas+ Presenting results/forums to all the leaders in the area Show less

As a member of the Customer Service Department, was responsible for structuring performance databases and database modeling, guaranteeing information for the area's senior team.Acting from the Alignment of Bases, Extraction Processes, Visions, and Portfolios required.Key activities:+ Deployment of the Call Center Bases planning+ Structuring and cleaning up contact bases+ Creating models to assist the senior team in developing studies/projections+ Interface… Show more As a member of the Customer Service Department, was responsible for structuring performance databases and database modeling, guaranteeing information for the area's senior team.Acting from the Alignment of Bases, Extraction Processes, Visions, and Portfolios required.Key activities:+ Deployment of the Call Center Bases planning+ Structuring and cleaning up contact bases+ Creating models to assist the senior team in developing studies/projections+ Interface with Call Center partners, guaranteeing 100% of the information+ Inputs and management of the area's base tools+ Presentations of the main highlights to leadership Show less