Fernanda Novais Da Silva Email & Phone Number

State Of São Paulo, Brazil

São Paulo

CX Team Management:- Leadership development, one-on-one follow-ups, and structured feedback.- Analysis of team and individual results to propose improvements, applying methodologies that contribute to delivery effectiveness, such as PDCA.Analysis of data and results from Nubank's internal CX team:- Responsible for analyzing metrics that influence OKRs.- Define performance metrics and thresholds by analyzing previous results, extracting data from SQL, and building dashboards in Looker and Datastudio.- Continuously seek improvements and report to other team supervisors with well-structured spreadsheets.Project Management:All projects are developed within the Agile methodology.- Development program: Responsible for creating, implementing, monitoring, and delivering project results focused on promoting the development of the CX team to prepare them for future challenges. This is done using the DMAIC methodology, roadmap construction, support documents, and stakeholder management.- Back-office service management: Responsible for providing visibility and organization for the tasks performed by the internal operation. Align and propose improvements with all involved areas, define monitoring metrics, training, and flow organization involving product, training, quality, and operation areas.

São Paulo, Brasil

PJ Account Analyst- Responsible for implementing the first CX customer service operation in the PJ Account, participating in product development within the SCRUM framework with engineers, designers, and product managers.- Created the initial training programs, established operation dimensions, and developed support macros for the launch of operations.- Participated in tests for PJ Accounts for companies with more than one partner, analyzed articles of incorporation, and coordinated with the regulatory team. Directly interacted with clients to gather insights, documented test phases, and provided reports to the involved managers.Nubank Account Analyst- Contributed to the launch of the NuConta product, handling initial customer interactions, monitoring individual metrics, and collaborating with colleagues.- Provided support for the implementation of salary portability by performing the initial registrations and suggesting improvements to enhance the product's effectiveness.

São Paulo E Região, Brasil

Customer service in the areas of:- Renegotiation- Nubank Account- PJ AccountAlways striving to deliver excellence in customer experience in service, resolving your case with efficiency and empathy.

Osasco, São Paulo, Brasil

- Support for the branches in the Boat and Aircraft Leasing product.- Control of the release of encumbrance.- Supervise and keep all documents related to the product up to date.- Monitor and update product data for the board of directors.

Carapicuíba, São Paulo, Brasil

- Bank Teller.- Account opening.- Support for managers and administrative tasks.- Product sales.

Osasco, São Paulo, Brasil

- Inbound Fone Fácil Operator.- Bradesco Customer Service (SAC) Operator.

São Paulo E Região, Brasil

Management of the commercial representative portfolio

Master Of Business Administration - Mba, Business Intelligence Analytics

Pós-Graduação Lato Sensu - Especialização, Gestão De Pessoas

Bacharel Em Administração, Administração De Empresas