Deborah Rocha Email & Phone Number

Vancouver, British Columbia, Canada

Brazil

• Defined sales strategies and funnel definition, attracting leads, and created the best strategy for each step, ensuring customer satisfaction and achieving sales goals. • Provided guidance and facilitation, understanding issues, reviewing sales strategies, providing development and specific training to sales teams, and ensuring effectiveness. • Mapped and created SOPs (Standard Operation Process) regarding sales process, clarifying each process to achieve Company goals. • Developed and monitored KPIs, including conversion rate, pacing, sales cycle, number of contacts, etc., to facilitate decisions. • Developed growth strategies with other areas such as Marketing, Product, Finance, and IT to increase market share, revenue and recognition.

São Paulo, Brazil

• Conducted weekly webinars to train and guide new clients on system tools and best practices, resulting in higher engagement and a complete setup for selling on Amazon.• Developed four efficient work models focused on improving processes, ensuring scalability, and controlling KPIs in the retail sector.• Developed the STAR process, a model for setting criteria and differentiating vendors, enabling tailored service levels by category to optimize scalable support, ensuring quality and reduced response times.• Led a project to implement an AI-based chatbot, adapting international practices to the Brazilian market, automating responses to repetitive inquiries to enhance customer experience and free up analysts for complex tasks.

São Paulo E Região, Brasil

• Managed 6 direct employees, providing coaching, performance review, training and development plan, and monitoring technical knowledge through quizzes and tests to increase performance and achieve company goals. • Led accounts receivable from commissions to vendors and Credit and Collections area, developed operational procedures and workflow design for stages of processes and acted in analyzing and monitoring possible commercial risk.• Monitored payments and overdue payments by indicators, following phone calls with vendors, reducing the numbers of unpaid invoices and credit score impact, thus reducing the time to receive overdue invoices and reducing the default rate by 10%.• Audited process, measurements tests in different stages of negotiation, following the quality control plan to achieve company goals. • Recognized internationally for 2 consecutive years, managing a team with the highest number of resolved tickets and highest customer satisfaction across the Americas for two consecutive years.• Provided support, guidance, and training related to the collection and managed reservations, monitoring overdue invoices to minimize the overall DSO (Day sales outstanding) by 55%, reducing the granting of credit notes to partners with up to three months of the contract.• Created a new process regarding invoices with the regional controller of Latam, solving issues related to payments and billing in Brazil avoiding overdue payments.• Analyzed KPIs regarding revenue by Region, volume vs bookings, payments, no-shows vs commissions vs seasonal metrics vs goals per month, currently comparing year vs past year, analyzing performance, such as current collection %, within 30, 60, 90 and 120 days to achieve Company goals.• Developed and implemented Latam level Project related to Feedback, improving team satisfaction by 80%.• Performed final interview by competently hiring new employees, conducting onboarding, and probation review and termination, as needed.

São Paulo E Região, Brasil

Create scalable resources and procedures to optimize the customer experience throughout the customerlifecycle.Deal with diverse teams across Europe, South America and United States;Build strong relationships with the hotel partners by helping them grow their business.Look for innovations and strategies to achieve results and increase collection rate;Support the sales team by meeting partners face to face and providing workshops for better understanding of company’s business model.Understand the market identifying opportunities to grow the business.Develop account plans for key partners with their specific goals and drive them forward with the collaboration and support of team across countries and regions.Generate reports with relevant KPIs, to better understand the results and direct the strategy of the area;Review transaction monitoring and account level reporting including conducting research on possible linked accounts or users creating similar fraud risks.Advisory support and guidance related to the collection of open invoices, as well as the monitoring of repeat offenders partners to minimize the overall DSO;Analysis of data and reports identifying trends and predicting risks;

Master Of Business Administration - Mba, Business Administration And Management, General

Executive Mba, People And Talents Strategic Management

Bachelor'S Degree, Business Administration, Management And Operations