Gabriel Carvalho Email & Phone Number

Uberlândia E Região, Brasil

Arena's cloud marketing platform helps companies deliver outstanding live experiences to their visitors, boosting engagement, time spent on website and revenue. Users interact with each other on the Live Blog, Live Chat and consume Social Content curated real time by its proprietary AI technology.My job is to keep up with product changes to ensure they are in line with the customer's needs.I participate fully in all phases of creation: from identifying the need, prototyping… Show more Arena's cloud marketing platform helps companies deliver outstanding live experiences to their visitors, boosting engagement, time spent on website and revenue. Users interact with each other on the Live Blog, Live Chat and consume Social Content curated real time by its proprietary AI technology.My job is to keep up with product changes to ensure they are in line with the customer's needs.I participate fully in all phases of creation: from identifying the need, prototyping, design process, monitoring with front-end and back-end team, carrying out automated and manual tests, delivery and monitoring with the customer. Show less

Uberlândia E Região, Brasil

- Preparation of panels (MIS) to support management decision-making.- Use of the methodology based on Design Thinking to develop the Customer Journey, identify and measure opportunities in operational processes.- Projects and Initiatives focusing on the client's vision: adaptation of the processes to bring them closer to the client, raising awareness of the pillars involved in the service.- Development of analysis and indicators to identify root causes of service complaints… Show more - Preparation of panels (MIS) to support management decision-making.- Use of the methodology based on Design Thinking to develop the Customer Journey, identify and measure opportunities in operational processes.- Projects and Initiatives focusing on the client's vision: adaptation of the processes to bring them closer to the client, raising awareness of the pillars involved in the service.- Development of analysis and indicators to identify root causes of service complaints. Sources: SAC, BACEN, social networks, social media, and other channels.- Conducting Focus Groups to survey opportunities and improve customer experience.- Organization of forums and workshops to present the holistic view of the customer, trends, and innovations in the customer service market. Show less

Uberlândia E Região, Brasil

- Management of operational research processes for service using NPS methodology - Net Promoter Score.- Statistical analysis, the correlation between customer profiles.- Operational studies to identify opportunities and survey cases.- Hidden Customer directed to the Call Center, identification of opportunities using a vision of the customer experience.- Governance of Market Research Suppliers.

Uberlândia E Região, Brasil

- Development of projects and actions by the school community to prevent crime and violence among young people.- Participation in PM events and congresses to learn about best practices and share them in the community.