Responsible for managing a front-line team of customer service representatives.Accountable for KPIs of 14 agents, through effective coaching using data.Management of the operational challenges, climate and environment on-site and remote teams by demonstrating effective leadership and delivering the best customer and employee experience.Support the scale and growth of the on-site and remote teams by partnering with IT, Training, HR, Quality, and WFM teams.

Providing customer service as first point of contact responding to instant messaging;Administrative routinesPreparing customer spreadsheets and keeping online records.

Implementation of a multichannel operation (voice, chat, and e-mail) for a global Start Up in the digital marketing segment. Phraseology writing for chatbot. Development of conversation strategies for chatbot, creation of conversation flows and definition of business rules. Definition of strategies for converting potential customers. Monitoring and analysis of chatbot performance, through metrics such as completion rate, abandonment rate and user satisfaction rate. Development of documents, spreadsheets and forms for monitoring activities, creating reports and presenting daily results for contracting clients. Enhance employees’ skills, performance, productivity, and quality of work.

Provide feedback and coaching to support on daily/weekly/monthly basis; Participate in calibration and ensure minimum variance from the team standard; Responsible for managing a team of quality assurance analysts, whose work involved monitoring and providing inputs to direct operational actions. Ensuring adherence to BEST (Baseline Enterprise Standard for Teleperformance) global standards - which promote quality of service, performance excellence and proactive management of new and existing programs.

Responsible for managing a front-line team of customer service representatives, while creating a high performing culture within the team.Accountable for the performance management and evaluations of my team, through effective coaching using data.Contribution to company culture by supporting team and company efforts that promote collaboration, productivity, learning and inclusivity.Development of employees and their skill sets to expand the team capabilities and provide growth opportunities for future company leaders, including application of succession planning at all levels across all teams.Management of the operational challenges, climate and environment on-site and remote teams by demonstrating effective leadership and delivering the best customer and employee experience.Participation and driving the continuous improvement culture through lean projects, identifying and eliminating barriers to productivity and quality.Support the scale and growth of the on-site and remote teams by partnering with IT, Training, HR, Quality and Recruitment teams.

Hybrid Customers Support of a financial institution: receptive via chat and active contact via telephone.Providing the best resolution in the shortest time possible for the customer, following the guidelines, in a personalized way. Contribution to the support of new hires.Main Key Performance Indicators: NPS (Net Promoter Score), AHT (Average Handle Time), QA (Quality Assurance), and ABS (absenteeism).

Guidance of students in the learning process of technical courses in the distance modality.

Catalog, classify and index informational material in an appropriate library automation system;Customer service providing information and guidance to internal and external communities;Planning, development and promotion of activities to encourage reading and the search for knowledge;Support for the selection of informational material to be acquired;Evaluation of information sources;Guidance for carrying out surveys;Coordination and orientation of the organization of informational material;Preparation of reports when requested.

Standardization of technical course books prepared by the institution.

Realizar visitas técnicas, diagnósticos, coleta de dados e pesquisa em campo;Elaborar relatórios de pesquisa e extensão;Pesquisar informações que subsidiem o atendimento à micro e pequena empresa;Pesquisar fontes de recursos e de apoio para atendimento às empresas;Interagir com os interlocutores que tenham interface com o segmento empresarial atendido pela atividade de extensão constante no plano de trabalho;Contribuir para elaboração e acompanhar o plano de trabalho extensionista da empresa atendida;Acompanhar e facilitar o processo de inovação (do surgimento da ideia até sua implementação e aferição de resultados);Monitorar sistematicamente os resultados dos processos de inovação auxiliando na manutenção do foco para o cumprimento de seu plano de trabalho;Monitorar os resultados dos processos de inovação auxiliando na busca de novas alternativas;Incentivar, acompanhar e valorizar os resultados intermediários e finais das empresas contatadas durante a execução de plano detrabalho;Orientar as empresas, por meio do extensionismo, na elaboração de projetos de inovação;Aproximar, por meio do extensionismo, as empresas nas suas soluções de inovação;Frequentar ambientes associativos das empresas;Estimular, por meio do extensionismo, o processo de aproximação no segmento empresarial;Elaborar agenda de atividades e programas de visitas.

Diagnosticar e acompanhar (durante 24 meses) 50 indústrias em 5 cidades do Estado para introduzir a cultura de Inovação. Pesquisas de campo, desenvolvimento de artigos científicos e outras ações relacionadas a área.

Organização de arquivo.

Auxiliar nas atividades desenvolvidas na Biblioteca Auta de Souza que consistem em:- Formação, desenvolvimento, preservação e tratamento técnico do acervo.- Catalogar e classificar o material informacional de acordo com a Classificação Decimal Universal.- Preparar o material para consulta e empréstimo.- Realizar pequenos reparos em material danificado.- Promover o uso da informação.- Organizar as estantes (leitura e sinalização).- Atualizar e registrar o mural de exposição.