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.
• 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.
• 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.

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.
• 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