David Macedo Email & Phone Number

São Paulo, Brasil

- Processes and procedures continuous improvement, working to review and optimize company procedures- Product policy regionalization, working to implement global product policy with adaptations to fit on BR culture and to drive success on content safety.- Vendor management, delivering support for BPOs, reviewing BPO policy and procedures, creating action plans to drive BPO success on delivery efficiency and accuracy the content moderation.- Product policy specialist, working as main contact for platform product policy, Also working as a bridge between policy owners, internal quality analysts and external moderation vendors.- Actively participating or important company projects such as Brazilian elections, fact checking, misleading content, market calibration, review of clarifications and interpretation guidelines.- RCA analysis, working to analyze KPI, deep diving on bottom performance KPI, delivering findings and actions plans to improve metrics related to content moderation.- Experience dealing a large volume of data, experience working with Power BI, data power, google sheets and excel sheets.- Ability to deal and manage different stakeholders on high complexity projects.- Direct impacting quality analysts performance, deep diving they metrics, analyzing RCA and hosting coaching sessions.- Responsible for the final decision on appeal process, working as the final opinion os disputed cases.

São Paulo, Brazil

São Paulo, São Paulo

Responsible for monitoring, analyzing and developing action plans to improve indicators such as consumer satisfaction. Actions plan development based on root cause analysis and 5W2H methodology. Continuous processes improvement and PDCA cycle application.Also being responsible for creating audits seeking to ensure business integrity. Participation in the implementation of new programs with different clients such as e-commerce, streaming services and financial institutions.

São Paulo, São Paulo, Brazil

Working in a 3 times COPC certified operation.Experience with 5W2H, PDCA and DMAIC methodologies. Creating, implementing and applying these action and improvement plans.Directly responsible for 30/40 customer support representatives development. Analyzing indicators of customer satisfaction and quality of service level.Delivering feedbacks, creating coaching plans and round tables mediation, always aiming to deliver the best customer experience.

São Paulo, São Paulo, Brazil

Assist in the general administration of a public health unit. Personnel management and data management and reporting.- Supporting work shifting plan.- Intermediating the communication of employees with the human resources area.- Reporting directly to regional superintendency.- Management of office supplies and general purpose items.- Handling complaints about the health service.

Performance in the area of ​​social communication in a public sector. Responsible for managing social media, newsletter and organization of corporate events, ensuring success in communication with society.

Graduação, Gestão Da Qualidade

Focus on systems, technical theories of total quality assurance

Gestão, Marketing

Higher education focusing on Business Intelligence, B2B and B2C communication, CRM and strategic management.