João Caique Da Silva Pereira Email & Phone Number

Recife, Pernambuco, Brazil

• Leader adept at managing teams, specializing in developing processes for 1:1 meetings, feedback sessions, and individualized development plans.• Implemented approaches to segmenting customer bases, resulting in targeted marketing initiatives and improved customer engagement plus ensuring alignment between segmentation efforts and overall business objective;• Fostered a culture of customer-centricity within the organization by championing the importance of NPS as a key performance metric and driving continuous improvement efforts to elevate the customer experience;• Developed and executed targeted strategies to identify and address root causes of churn and delinquency, such as customer dissatisfaction or payment issues;• Directed the structuring of comprehensive onboarding and adoption processes, ensuring seamless integration and accelerated proficiency for new users;• Constructed KPIs and OKRs focused on gaining an understanding of Customer Experience (CX) and Customer Implementation Onboarding efficacy throughout the year.

Recife, Pernambuco, Brasil

• Created a ChatBot using Takeblip, with over 400 accesses and generating a financial movement of BRL 500,000.• Led the Support SLA OKR, increasing our support ticket SLA level from 80% to 96.7% (6,729 tickets) between October '22 and May '23.• Developed training programs for 300+ clients on our products, trained the internal team on management tools, negotiated with clients, fostered a customer-focused culture, and conducted satisfaction surveys.

Recife, Pernambuco, Brasil

• Investigated and resolved technical scenarios on clients' VTEX platform, addressing inquiries related to the VTEX partnership ecosystem and customer issues in collaboration with departments such as Partner, Finance, and TAM. Achieved a 98% SLA within the serviced tickets (87).• Participated in projects to enhance customer interaction within the VTEX Community.• Provided support to partners of the VTEX platform.

Boa Viagem, Pernambuco

• Created 259 indicators and goals for 22 operational and administrative areas using the co-creative BSC methodology.• Developed Result-oriented Management processes in collaboration with GestexAIKA, focusing on a culture of achieving results and fostering growth for Managers and Directors.• Implemented visual management platforms by integrating Google Workspace and Power BI tools, enabling the management of operational and strategic indicators (Revenue, EBITDA, Churn, among others).

Recife E Região, Brasil

• Supported 5 cities (Caruaru, Santa Cruz, Belo Jardim, Garanhuns, and Igarassu) by creating management tools to enhance decision-making in the "Industrial" sector. Resulted in the construction of over 700 houses in the second half of 2018.• Served as a communication link between TOTV's and Extranet in the "Custimetro" (GPD) group. Achieved a reduction in cost calculation time and improved identification of financial anomalies in both systems.• Transformed management tools in the industrial department into a data-driven model compatible with Power BI. Enabled faster data analysis and facilitated the tracking of key objectives such as the number of houses built, number of houses in storage, sales projections, and cost per unit sold.

Recife E Região, Brasil

• Developed and maintained SOPs, SPs, and performance indicators for over 8 sectors (Financial, Innovation, Infrastructure, etc.), resulting in goal achievement, improved employee onboarding, and decreased learning curve.• Conducted training for more than 40 individuals on Excel, ARs, 5s methodology, SDCA, and PDCA, with an average training grade of 9.69. This led to the creation of new sector-specific tools and improved anomaly containment management.• Created and maintained a Quality Management System (QMS) based on ISO 9001 and SiAC-A, resulting in recertification at Quality Seal Level A by BRTUV.

Recife E Região, Brasil

• Increased business system usage from 69% to 93% through Excel report creation and maintenance using data from AGILE promoter, JIVA-W, and Run Run it.• Reduced transportation costs and delays by developing efficient service routes.• Trained 120 internal and external team members in Agile System, resulting in the Agile Promoter Award in 2017.

Recife E Região, Brasil

• Responsible for prospecting new clients, providing sales information to the sales team in the North and Northeast regions, and managing the registration and monitoring of bids.

Pós-Graduação Lato Sensu - Mba, Finanças, Contabilidade E Contábil

Activities and Societies: Trabalhos em Grupo; Atividades Mercadológicas; Construção de Planos de Negócios; Análises Macroeconômicas de.

Bacharelado Em Administração, Business Administration And Management, General