Douglas Fernandes Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brasil

- Management of the environment and support for customer service teams (internal teams and BPO);- Handling and resolving platform-related tickets (agents and admins);- Creation and management of efficiency tools, such as Views, Macros, Triggers, Automations, and SLAs;- Identification of platform usage issues and development of action plans for resolution;- Meetings with the Zendesk technical team;- Environment maintenance, with periodic operational reviews of the entire instance;- Collaboration with stakeholders on integration processes with other external systems;- Creation of queries and dashboards to monitor the performance of support channels;- Monitoring the performance of support channels;- Tracking results, proposing, and implementing improvements in processes and workflows;- Maintenance of documentation and business rules;- Mapping and actions to enhance performance (Support, Sunshine);- Correction of deficiencies and adjustments in business rules;- Monitoring product roadmaps for the implementation of new features;- Benchmarking with the market for insights and best practices.

Distrito Federal, Brasil

As Community Manager and responsible for the student experience, I manage the team of volunteers in the community area and create processes so that our edumers feel welcomed and evolve during the program. I monitor the satisfaction indicators of the trails and manage and execute operational tasks for the social impact Startup. I followed the team as a Hack Brazil finalist at the Brazil Conference at Harvard & MIT 2022.

São Paulo, Brasil

I implemented Zendesk and created monitoring dashboards for the team;I conducted training sessions to develop the CX team;I established SLA rules, AHT, and support macros;I coordinated and developed the team of CX interns.Key results: I reduced SLA from 7 to 2 days and AHT from 90 to 10 minutes.

Osasco, São Paulo, Brasil

I analyzed KPIs for the area, generating insights and improvements for the application and the delivery route through panels and reports;I generated studies (deep dives) for the area in order to attack the 80:20 points;I held meetings with third-party company managers to define metrics.Main results: - I discovered fraud in delivery payments resulting in savings of R$ 300 thousand;- Improved the transfer process by reducing the waiting list for payment from 4 thousand delivery people to 0;- Created action plans in crisis environments, reducing the transfer of overtime by 10%.

Rio De Janeiro, Brasil

I created the CX area from scratch, implementing the Zendesk and Slack platforms. Previously, all communication between teams and communication with customers was carried out via WhatsApp.

Barueri, São Paulo, Brasil

I created processes and methodologies for customer service and support for the company, coordinating the team, managing the queue and giving 1:1 feedback;I carried out an audit of calls and emails to discover areas for improvement.Main results: My team increased the company's number of clients from 3 to 20.

São Paulo

Atendimento aos clientes do Marketplace Amazon.

Brasília E Região, Brasil

Atividades principais: Realizar atendimento às partes interessadas nos processos; fazer expedição de mandados, ofícios, memorandos, cartas, AR; fazer juntada de ofícios em processos. Uso do sistema SISPL.

Brasília E Região, Brasil

Atividades principais: Atendimento ao público (interno e externo), efetuar pesquisa de preços e aquisição de produtos por meio de dispensa de licitação, elaborar ofícios e memorandos diversos, trabalhar com grande demanda de documentos. Uso dos sistemas Comprasnet, SIPPOS, UNBDOC, SIGRA e SIPAT.

Brasilia

Atividades principais: Analisar processos e procedimentos judiciais, elaborar pesquisa de preços para licitações e contratos públicos, elaborar ofícios e memorandos diversos, auxiliar na elaboração de pareceres jurídicos e análise processual. Uso do sistema Comprasnet.

Brasília E Região, Brasil

Atividades principais: Atendimento via ligações, conferência de listagens e relatórios e controle e consultas de documentos.

Tecnólogo Em Ciência De Dados

Curso Livre, Produto

Bacharelado Em Direito, Law

Técnico Em Administração De Redes De Computadores

Carga horária de 1200 horas.