Elisabete Santana Email and Phone Number

Especialista em Relacionamento com o clientePronta para ajudar sua empresa rumo ao sucesso do cliente.

Loja em Bragança Paulista destinada à criação e venda de acessórios artesanais: brincos, colares, chaveiros, pulseiras.

Coordenação e liderança de time de CS com foco em Operations (CSOPs) como Onboarding de clientes, gestão de contratos, projetos de Security Consulting, condução e relacionamento com clientes com contratos do portfólio Tempest de Integração de Ferramentas de Segurança e Banco de Horas de Security Consulting e apoio às diversas operação que CS exige.Valores percebidos e proporcionados com as atividades do dia a dia:Início de novas relações com clientes, utilizando empatia e… Show more Coordenação e liderança de time de CS com foco em Operations (CSOPs) como Onboarding de clientes, gestão de contratos, projetos de Security Consulting, condução e relacionamento com clientes com contratos do portfólio Tempest de Integração de Ferramentas de Segurança e Banco de Horas de Security Consulting e apoio às diversas operação que CS exige.Valores percebidos e proporcionados com as atividades do dia a dia:Início de novas relações com clientes, utilizando empatia e excelente comunicação;Ser facilitador na interação e comunicação entre os clientes e áreas envolvidas na operação;Ativação de serviços e produtos contratados de forma a gerar uma primeira percepção de valor;Criação de processos e mecanismos para que os diversos projetos tenham sucesso;Possibilitar aos clientes aproveitar ao máximo os serviços e produtos em tempo de ongoing.Principais atividades:Treinamento e mentoria ao time sobre portfólio de serviços e produtos de cibersegurança;Coordenação de atividades inerentes às frentes da área dentre os analistas do time;Condução de projetos de implantação e setup técnico junto aos times responsáveis;Criação de documentação e estruturação da área de onboarding;Disseminação de conhecimento inter analistas;Criação e melhoria de processos já existentes para as frentes do time;Monitoração de indicadores do nível de satisfação dos clientes dentro do time;Criação e melhoria nos processos e procedimentos de relacionamento. Show less

Consultoria de Customer Success para uma carteira de clientes estratégicos da empresa, prezando pela excelência no atendimento e relacionamento entre cliente e áreas fim da empresa. Acompanhamento do nível de satisfação dos clientes, trazer suas "dores" e sensações para a empresa como coração do meu trabalho, o que possibilita a execução da melhor forma possível, sempre tentando observar os fatos e levar em consideração os sentimentos dos clientes.Atuação em gestão dod contratos… Show more Consultoria de Customer Success para uma carteira de clientes estratégicos da empresa, prezando pela excelência no atendimento e relacionamento entre cliente e áreas fim da empresa. Acompanhamento do nível de satisfação dos clientes, trazer suas "dores" e sensações para a empresa como coração do meu trabalho, o que possibilita a execução da melhor forma possível, sempre tentando observar os fatos e levar em consideração os sentimentos dos clientes.Atuação em gestão dod contratos de cibersegurança dos clientes da carteira direcionada a mim, assim como coleta e apresentação de métricas, dados e informações pertinentes aos serviços contratados (SOC, Threat Intelligence, Consulting, Gestão de Vulnerabilidades e Conformidades), sendo o ponto focal e voz dos clientes dentro da empresa.Relacionamento interpessoal, comunicação e organização são pilares do meu trabalho no dia a dia e fazem com que eu tenha aberturas e acesso às áreas técnicas envolvidas. Gestão de atividades, reports semanais, operacionalização de cadências semanais com as áreas técnicas internas e com os clientes. Mensalmente, criação de relatórios e condução de reuniões para apresentação de books de serviços, documentando em atas e sistema o que é preciso para evolução do contrato. Documentação também do nível do relacionamento entre clientes e empresa, críticas apontadas, melhorias observadas, fazendo com que tais apontamentos se tornem atividades para todos os envolvidos.Meus grandes desafios são participar e/ou liderar projetos para que os serviços de MSS possam melhorar e evoluir, de acordo com as estratégias da empresa. Me envolvo em alinhamentos, validações de ferramentas ou workflows que toquem no dia a dia no cliente e operação, além da própria área de CS, ajudando os colegas do time a resolver alguns problemas que possam usar de algo ao qual eu já passei ou tenho experiência e aprendendo com eles, em cenários novos ou exclusivos de outros clientes. Show less

Be the reference in attendance for a group of customers of the company's MSS solutions;The first contact after the signing of the contract and also the interface between the technical staff of the client and our delivery teams;Keep the client engaged in the use of contracted solutions;Ensure that the customer understands the value of these solutions;Manage demands between client teams and Tempest, ensuring that there is an alignment of expectations and deadlines between the… Show more Be the reference in attendance for a group of customers of the company's MSS solutions;The first contact after the signing of the contract and also the interface between the technical staff of the client and our delivery teams;Keep the client engaged in the use of contracted solutions;Ensure that the customer understands the value of these solutions;Manage demands between client teams and Tempest, ensuring that there is an alignment of expectations and deadlines between the parties;Understand the customer's business so that you can help them solve their problems using our solutions;Conduct follow-up meetings to align expectations;Management and organization of tasks and commitments;Prioritization of problem solving based on its impacts on the client's business;Work with the sales force to drive new sales opportunities;Conduct meetings with corporate clients, which, in the end, there is an alignment of the parties. Show less

Technical management environments , technical advice , handling incidents and requests and implementation of new environments within the technical area of ​expertise (security) .- Management and pro active monitoring of transactional environments of customers, acting in the hardware environment of the deviant , software and applications within their field and seeking to stabilize:- Treatment of incidents, problems and changes;- Performance Analysis (deviations) environments… Show more Technical management environments , technical advice , handling incidents and requests and implementation of new environments within the technical area of ​expertise (security) .- Management and pro active monitoring of transactional environments of customers, acting in the hardware environment of the deviant , software and applications within their field and seeking to stabilize:- Treatment of incidents, problems and changes;- Performance Analysis (deviations) environments ;- Identification, planning and implementation of improvements in the environment;- Registration environments management activities;- Perform acceptance environments;- Analysis recurrence of incidents and work to reduce;- Realization of contingency tests to ensure the operation in real situations;- Implementation of proactive checklists to identify possible future problems in the environment;- Keep the system and patches updated (-1 version);- Analysis and definition of the most appropriate solution for the identified incidents, triggering analysts with greater seniority for support, if they do need in order to solve the incident within the deadlines set in the contract;- Implementation of new environments within the area of ​operation in accordance with contract signed with the client and under the coordination of the project management team;- Participation in Kick -off of project, providing consultancy for the preparation of proposals or Phase-out of customers;- Feed the knowledge base used by other analysts;- Ensure the customer documentation necessary for operation and keep it up to date;- Work in accordance with ITIL best practices;- Monitor indicators and performance metrics of the area ;- Hardening: mapping of threats, mitigating risks and implementing corrective activities, focusing on core infrastructure and aim to make it ready to face attack attempts. Show less

Team coordination of network projects and Telecom, focused on data security.Main duties:- Fill sheet with daily activities , measuring the time each according to the complexity thereof;- Team leadership aimed at better delivery of quality for the projects;- Moderation and dealings of demands to be met by analysts , according to expertise of each;- Team mentoring for dissemination of technical knowledge gained by improving the processes already in place;- Reporting and… Show more Team coordination of network projects and Telecom, focused on data security.Main duties:- Fill sheet with daily activities , measuring the time each according to the complexity thereof;- Team leadership aimed at better delivery of quality for the projects;- Moderation and dealings of demands to be met by analysts , according to expertise of each;- Team mentoring for dissemination of technical knowledge gained by improving the processes already in place;- Reporting and presentations (status report) management and statistical indicators for monitoring;- Planning, organization and coordination of activities and staff in order to ensure that the service be performed within the deadlines and targets set in accordance with the standard of quality expected;- Preparation and monitoring of extra allocations (installation of windows) , scales and handheld holiday schedule of work and distribution services;- Provide technical and operational support to team members;- Assist in the training process and performance evaluation of team members;- Search improvement in processes aimed at reducing costs and increasing productivity. Show less

Team leadership network design and Telecom, focused on data security.Main duties:- Creating access rules (ACLs) in Cisco firewalls (ASA), NAT, static routing, based on requests from business areas and traffic interests approved by the bank's Information Security;- Replication of firewall rules already exist for new production servers;- Deleting firewall rules aimed code cleanliness and safety information (leaving settings that can be reused);- Script Development for new… Show more Team leadership network design and Telecom, focused on data security.Main duties:- Creating access rules (ACLs) in Cisco firewalls (ASA), NAT, static routing, based on requests from business areas and traffic interests approved by the bank's Information Security;- Replication of firewall rules already exist for new production servers;- Deleting firewall rules aimed code cleanliness and safety information (leaving settings that can be reused);- Script Development for new balancing on Cisco appliance (ACE) as well as inclusion and / or exclusion servers serverfarms;- Understanding the demands for creating and changing settings F5 appliances (BigIP);- Configuration Scripting for new IPSEC VPNs Lan-2-Lan with external partners (encryption, tunneling, authentication) and release of interesting traffic (crypto maps);- Fill spreadsheet with daily activities by measuring the time of each activity according to the complexity thereof;- Opening GMUDs for changing settings created for each project within the deadlines Governance (ITIL);- Negotiation of service date for such GMUDs;- Team leadership aimed at better delivery of quality for the projects;- Team mentoring to spread the acquired technical knowledge and thus improve the processes already in place;- Staff indicators of development for monthly monitoring;- Moderation and dealings of demands to be met by analysts , according to expertise of each;- Control and monitoring processes of the area , ensuring the achievement of the results contracted with the client. Show less

Acting in network design and Telecom projects, focused on data securityMain duties:- Creating access rules (ACLs) in Cisco firewalls (ASA), NAT, static routing, based on requests from business areas and traffic interests approved by the bank's Information Security;- Replication of firewall rules already exist for new production servers;- Deleting firewall rules aimed code cleanliness and safety information (leaving settings that can be reused);- Script Development for new… Show more Acting in network design and Telecom projects, focused on data securityMain duties:- Creating access rules (ACLs) in Cisco firewalls (ASA), NAT, static routing, based on requests from business areas and traffic interests approved by the bank's Information Security;- Replication of firewall rules already exist for new production servers;- Deleting firewall rules aimed code cleanliness and safety information (leaving settings that can be reused);- Script Development for new balancing on Cisco appliance (ACE) as well as inclusion and / or exclusion servers serverfarms;- Configuration Scripting for new IPSEC VPNs Lan-2-Lan with external partners (encryption, tunneling, authentication) and release of interesting traffic (crypto maps);- Fill spreadsheet with daily activities by measuring the time of each activity according to the complexity thereof;- Opening GMUDs for changing settings created for each project within the deadlines Governance (ITIL);- Negotiation of service date for such GMUDs;- Monitoring implementation of windows to GMUDs critical and complex. Show less

Acting on migration of corporate mobile operators (from multiple mobile operators to Claro) .Main duties:- Checking of all cell lines and 3G modems the company;- Contact with every mobile number in order to clarify the number of exchange process or line portability;- Logistics for exchanging chips , mobile phones and 3G modems;- Contact your service provider for troubleshooting or conflict;- Mobile devices Configuration (use of corporate email) Responsible for… Show more Acting on migration of corporate mobile operators (from multiple mobile operators to Claro) .Main duties:- Checking of all cell lines and 3G modems the company;- Contact with every mobile number in order to clarify the number of exchange process or line portability;- Logistics for exchanging chips , mobile phones and 3G modems;- Contact your service provider for troubleshooting or conflict;- Mobile devices Configuration (use of corporate email) Responsible for the exchange of multiple switches to access in several locations in Brazil.Main duties:- Standard script configuration for access switches 3com and Cisco ;- Logistics for delivery of equipment to different locations in Brazil ;- Monitoring implementation of windows in the SP main office;- Real Time tests to check applied settings and possible adjustments. Show less

- Service top-level networks to customers contracted by Multirede in order to solve small problems of access;- Monitor called on CISCO to exchange equipment (TAC and RMA);- The company network monitoring through graphical Linux tools;- Preparation of work schedule for staff.