Fernanda Aparecida Gonçalves De Araujo Email & Phone Number

São Paulo, Brasil

Gerenciar o ciclo de pedidos E2E na loja virtual, incluindo a reposição de produtos e insumos para o estoque matriz e lojas físicas. Monitorar indicadores de vendas e faturamento dos serviços operacionais no atendimento B2B usando o ERP Sankhya, e avaliar o nível de serviço no atendimento B2C. Identificar e corrigir falhas operacionais para aprimorar os processos de atendimento e otimizar a loja virtual com o sistema Magento.

São Paulo

Gerenciamento de grandes clientes no modelo B2B, incluindo Getnet, Rede, Cielo e Stone, e distribuidores de POS como Tefti, Yourpay e Scansource.Coordenação de todo o ciclo do pedido, desde a entrada no sistema e-commerce do cliente PJ até a entrega ao consumidor final (cliente PF), através de interfaces com diversas equipes.Monitoramento de SLAs, acompanhamento de KPIs e desenvolvimento de relatórios internos (PowerBI) para gerentes internos e externos.Responsável pela gestão de contratos na operação, incluindo acompanhamento de multas, bonificações e faturamento mensal dos serviços via SAP.Realização de onboarding e ongoing de novos clientes e projetos.Análise e resolução de reclamações de consumidores provenientes de diversos canais, como SAC, Ouvidoria, Mídias Sociais, Reclame Aqui, Consumidor.gov e PROCON.Apresentação mensal de performance de resultados aos clientes.Identificação de novas oportunidades de serviços e intermediação das mesmas, além de lidar com novas solicitações dos clientes.

São Paulo, São Paulo, Brasil

São Paulo

 Responsible for managing all consumer complaints through legal action, from the receipt to execution of the agreement or judgment. Attendance and orientatiion to the Call Center team assisting in the critical calls of the SAC. Support to the law firm analyzing the lawsuits and elaborating subsidies and proposals of agrément for finalization of the processes. Responsible for guiding customer partners (resellers) in the lawsuits involving our products and in which the manufacturer was not in the passive pole. Execution and monitoring of all agréments for the Exchange of products and reimbursement negotiated with the consumer through the SAP and Telecontrol systems. Contact with internal and external logistics team to ensure the delivery of the products within the specified time and to resolve eventual problems in transportation such as damages, loss and retention. Monthly report to the After Sales Coodinator on the control and costs of product exchanges and reimbursements made. Improvements in the control and execution of the product Exchange process. Improvement in the relationship with the Commercial área due to the decrease of the SLA to return to resellers. Decreased BackOffice team backlog of SAC. Reduced costs of litigation due to increased number of agreements and closure of proceedings.

São Paulo Area, Brazil

 Review consumer complaints through legal process and verify that your credit card charges have actually failed. Provide the correction of failures occurring through contact with various áreas of the company such as financial, comercial, branch offices, technology and auditing. Deactivate restrictions on credit protection agencies SPC and SERASA and according to judicial determinations or undue restrictions due to system failure. Contact with the Insurance Companies requesting clarification of the claims processes of various insurance linked to the credit card. Sending of documents and monitoring of analysis of cases of purchase and card fraud. Elaboration of reports with the resulto of the analysis and documents supporting the facts for the lawyer responsible for the elaboration of the case defense through the THEMIS system. Responsible for receiving legal process and registering in the THEMIS system. Provide all documents despatched by the lawyer that will be used as evidence in the defense of the process. Closing active processes. Improvements in the procedure of low payments after identifying several system failures.

São Paulo Area, Brazil

 Carry out financial transactions according to the customer's request: redemptions, applications, payments and transfers. Support the use of the institutional site and the services provided by the bank. Sell products and services to customers. Monitoring log and solutions to consumer complaints.

São Paulo Area, Brazil

 Customer service in arrears for the issuance of 2nd ticket, renegotiation of debit or friendly return of the financed item; Support to partner collection agencies, analyzing proposal and generating against proposal of defaulting clients; Reduction of payments in the system and daily sending of files to credit protection agencies SPC and SERASA for low and activation of negative.

Master Of Business Administration (Mba), Finanças E Banking

Bacharel, Administração De Empresas