Daniele Rodrigues Email & Phone Number

Remote

➼ Inventa is an innovative B2B marketplace in Latin America that aims to empowerretailers to achieve their dreams and grow with sustainability, data and consistency. Its mission is to make the lives of millions of retailers in Latin America easier, connecting fantastic brands to small retailers and facilitating the entire process of purchasing, selecting and discovering new products, credit, logistics and service.◙ Key-achievement:• Structured a Customer Service area in 8 months, with 12 CS analysts and more than 200 customer tickets per day at Inventa.• Reduced in 80% the total reply time (FRT) by structuring and implementing a new Customer Service communication process.• Established standard communication tone and processes for all customer support channels (WhatsApp Business, Phone, ReclameAqui - critical support channel), considering the brand and defining the FRT for each one.◙ Responsibilities:• Responsible for the Customer Service Team and driving daily operations to achieve the best performance and service.• Coordinate amongst the team and build relationships.• Coordinate the team and coordinate between the assigned team and internal/external customers.• Develop service procedures, policies, and standards.• Mentor and develop customer service analysts and motivate the team to achieve the highest performance. • Coordinate Customer Service team including direct involvement to ensure customer deliveries performance is aligned with customer needs and in a timely manner.• Coordinate customer complaints by driving the resolution of any performance issues on the customer experience.• Create an environment of continual improvement within the team.

Rio De Janeiro, Brazil

➼ Since 1933, Air France has been a major air transport player. As of 2013 Air France serves 36 destinations in France and operates worldwide scheduled passenger and cargo services to 175 destinations in 78 countries (93 including overseas departments and territories of France) and also carried 46,803,000 passengers in 2019. Renowned the world over for the quality of its offering, the structure and density of its network, and its efforts in digital innovation and customer service, Air France is regularly recognized with awards in a variety of fields and in all regions of the world.◙ Award:• Top 2 of best Air France Worldwide Customer Service in 2018.◙ Key-achievement: • Exceeded NPS goal, achieving the target score 8.4 while the initial target was 7.1 by guaranteeing excellence and fast procedures in customer care support. ◙ Responsibilities: • Responsible for the day-to-day supervision of a Customer Service Team performance including work and attendance monitoring in accordance with organization policy and applicable legal requirements.• Responsible for third-party management and customer care support guidance. • Managed overall Customer Service Team performance, focusing on KPIs (Customer Satisfaction, Quality and Productivity) and ensured optimal time to the solution delivered.• Drove understanding, cooperation, and collaboration among the team and functions.• Stayed current on internal work processes, policies, and procedures.• Identified staff development needs and communicated them to the manager.• Liaised with the manager on all matters relating to the customer service team. • Analysed customer experience reports and insights and recommended improvement suggestions and initiatives.

Rio De Janeiro, Rio De Janeiro, Brazil

◙ Awards:• Best Performance in the Air France Brazil Customer Service team in August 2016. • Best Performance in the Air France Brazil Customer Service team in November 2017.• Best Performance in the Air France Brazil Customer Service team in December 2018.• Best Performance in the Air France Brazil Customer Service team in December 2019.◙ Key-achievement:• Responsible for written and verbal communication with 1.500+ French Premium Customers (VIP Customers) in 2018-2020.• Investigated, negotiated, and solved conflicts of 200+ regular customers per month in 2016-2018.• Investigated, negotiated, and solved conflicts of 150+ Elite and VIP customers per month in 2018- 2020.◙ Responsibilities: • Managed and resolved customers' complaints and/or feedback as required.• Provided updates to customers on problem resolutions.• Identified customer satisfaction. • Professional written and verbal communication with customers (via email and phone), internal functions (worldwide customer service, crew, commercial, sales, finance, etc..), and external providers (baggage distribution centers).• Shared lessons learned and new situations that arose from each case to the team to help build knowledge.• Protected, defended, and promoted the brand and corporate reputation to drive consumer loyalty and sense room for improvement.• Worked with quality, NPS, productivity, and average response time goals.• Followed communication procedures and guidelines.• Maintained a specialist understanding and knowledge of all policies and processes to deliver a seamless and consistent customer experience.• Handled sensitive conflicts (Passengers with Reduced Mobility and Unaccompanied Minors).

Rio De Janeiro, Rio De Janeiro, Brazil

◙ Awards:• Top 2 Best Sellers Award in the first semester of 2014.• Top 3 Best Sellers Award in 2013 and 2014.◙ Responsibilities:• Handled high volumes of inbound calls focused on FCR (First Call Resolution).• Identified customer needs and provided for product selection, product identification, order placement, and pricing. • Worked within established procedures with a moderate degree of supervision.• Promoted continued sales and generated potential incremental revenue.• Maintained a standard of operational excellence within the organization.• Service delivered to customers meets contractual Key Performance Indicator (‘KPIs’).• Stayed current on internal work processes, policies, and procedures. • Communicated effectively in verbal communication in Portuguese, English, and French.

Rio De Janeiro, Rio De Janeiro, Brazil

➼ H.Stern is a Brazilian jewelry store, dedicated to the design and manufacture of its own jewelry. It currently has 280 stores spread across 30 countries, of which 88 are concentrated in Brazil. It is considered one of the largest jewelry stores in the country and the world.◙ Responsibilities:• Greeted international customers in English and Spanish.• Provided exceptional customer service to each and every customer.• Demonstrated passion for the brand and a strong knowledge of its products.• Met company sales goals by utilizing sales techniques and communicating product knowledge to the customer.• Performed various sales and registered transactions, processing of cash or credit payments, and counting money.• Influenced customers’ purchase decisions by balancing patience and assertiveness.• Maintained awareness of in-store customer needs and direct as necessary to satisfy and delight customers.• Responded promptly to customer requests and questions.• Stayed current on internal work processes, policies, and procedures.

Rio De Janeiro, Rio De Janeiro, Brasil

➼ Dufry is a world leader in travel retail, with operations in 64 countries and strategic acquisitions on 6 continents, with more than 2,300 stores located in airports, railway stations, border stores, cruise ships, seaports and other tourist locations.◙ Responsibilities:• Sales of sporting goods in temporary stores during the Pan American Games in Rio de Janeiro.• Greeted customers in Portuguese and English.• Performed various sales and registered transactions, processing of cash or credit payments, andcounting money.• Maintained awareness of in-store customer needs and direct as necessary to satisfy and delightcustomers.

Negotiation And Conflict Resolution

➼ The First Business School in the Americas with a 100% focus on behavioral skills. For the first time, BBI of Chicago brings to Brazil.

Internacional Negotiation, Negotiation And Conflict Resolution

Bachelor'S Degree, Tourism

➼ Universidade Federal do Estado do Rio de Janeiro is one of the four federally funded public universities in the State of Rio de Janeiro.