Ileana Borges Email & Phone Number

São Paulo, Brazil

São Paulo, Brazil

Responsible for leading the areas of Customer experience tools and key indicators, planning and implementing operational improvements in different geographies in the 8 countries where Payjoy operates.

São Paulo, Brazil

Main activities:-Planning of operating costs and Headcount-Development and implementation of performance KPIs-Development of cross functional projects and operationalization of pilots that optimize operational efficiency and the product-Analysis of customer experience improvements that are scalable and replicable in different markets.

São Paulo, Brazil

As Ops Manager of a highly innovative and fast-growing fintech with a clear mission my main functions are: -Develop growth and scalability initiatives, -Promote operational health, -Validation and creation of processes, -Promote an innovative experience for customers and stakeholders, -Spread company´s values each part of the operations.-Deep dive into customer data and lead initiatives

Working together with the board on initiatives that promote scalability and growth in a sustainable way and connected to best market practices.

Jundiaí, São Paulo, Brasil

Manager of the customer relationship area, being responsible for the Marketing, Commercial and Customer Success sectors. Responsible for structuring and planning actions that promote the best customer experience from end to end. Among the main functions are: -Management and implementation of business decision KPIs, -Design C.RM life cycle,-Interface with the IT coordination for SLA's alignment and software improvement.-Management of first level tickets (time response, escalation, KB content, helpcenter, etc.)-Management of high performance teams (People development),- Rebuilding of sales funnels and new customer acquisition and retention tools based on agile methodologies.-Creation of dashboards in the data studio and queries that bring insights into process improvements.-Development of tools: Zendesk, Forms, scripts, S.O.P´s, flows, etc.-Development of funnels and automation according to business rules.

Recife, Pernambuco

Work on the development of an innovative start up in the genealogy area with the main deliveries:-Create and optimize market development strategies-Develop sales funnels adapting processes to optimize deliveries,-Develop relationship with intuitions and companies around the world,-Implementation of business tools like : zendesk, pipedrive, trello, etc.-Use of agile methodologies in project management.-Development of a goals and metrics plan, tailored to the business-Interface with the IT coordination for SLA's alignment and software improvement.

County Dublin, Ireland

During my intership in Ireland,Working to anticipate future needs and opportunities and proactively develop proposals and solutions for the business from a diversity and belonging perspective.Track record for delivering results through successful program design and implementation in a client-facing, change management, or consulting role within an organisation.

Recife E Região, Brasil

People management and development, KPI analysis (NPS, CSAT, Churn, etc.) and strategic planning to achieve the highest standards of customer experience. Hiring and training of new employees and other activities inherent in the operational management of the team. Participation in projects of national scope for fraud and risk prevention. Negotiation of business partnerships.Main activities:-Recruitment of new employees,-Training and development soft and hard skills,-Team management,-Negotiation of strategic business partnerships,-Responsible for the metrics of a team of 20 experts, always delivering the best results,- Data crossing for strategic business decision making,- Continuous process improvement,- Conflict Management

Recife Area, Brazil

Responsible for a team of 15 regional experts in fraud prevention and combat. Main activities:- Meet with teams from different areas to understand platform and process failures,- Propose improvements and develop new processes,-Remote management of a team of experts,- Analysis of fraudulent data and profiles,-Training experts on the use of management and control tools,- Creation and analysis of queries.

João Pessoa, Paraíba, Brasil

Present the product in a attractive way, provide specific information about the device and new technologies and applications. Promote training and loyalty of large stores, risk and stock control, support for national and regional marketing campaigns.

João Pessoa

Managed a team of 16 customer service specialists for Hipercard and Itaucard credit card customer solutions. Main activities:-Recruitment and training of new employees,-Processes improvement,-Tracking assets of business metrics and goals,- Creation and improvement of credit card sales tools-Prevention and fight against fraud and risks,- Point of contact and relationship with other brands and managers who shared the same physical space.-Solution of payment conflicts, fraudulent internet purchases and other types of customer conflicts.

Xba-Executive Training In Management And Leadership, International Business

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I.T Management, Tecnology, 9,01

Activities and Societies: Club google developers. Club game developers, digital platforms, web application development, photoshop, Google.

Biology, Biology, General, 8,03

Activities and Societies: Scientific research, data analysis by sampling, statistical concepts, biological behavioral analysis, case.

Certificate, Business/Commerce, General, 8.8