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.
• 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.◙.
• Responsible for the Customer Service Team and driving daily operations to achieve the best performance and service.
• Coordinate amongst the team and build relationships.

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.
• 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.

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.

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.

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.
• 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.

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.
• 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.