João Carlos N. Email & Phone Number

State Of Santa Catarina, Brazil

United States

- Provide support for Emaint CMMS through phone, chat, and email;- Create dashboards and reports using built-in features and Visual FoxPro;- Address and resolve software-related issues.

Florianópolis, Santa Catarina, Brazil

- Remote customer support activities through email/chat;-Developed and executed a centralized communications strategy, resulting in improved team collaboration and efficiency, as evidenced by a 20% decrease in communication errors.- Contributed to the development of a comprehensive saved replies database and conducted quality presentations for the team, resulting in a 25% reduction in average handling time for customer inquiries. Won the "Best Teamwork" award at 2023's Q1 CS Awards for its outstanding performance within the CS area.

Porto Alegre, Rio Grande Do Sul, Brazil

- Developed and executed comprehensive training curriculums for both in-house and outsourced agents, resulting in a 40% increase in agent performance.- Creation, design, implementation and evaluation of a new onboarding program that trained over 150 new hires, leading to a decrease in ramp-up time by 25% and an improvement in employee retention by 15%, within their first 3 months.- Served as the spokesperson for Uber's professional development project pathfinder, collaborating with the San Francisco HQ team to develop innovative learning initiatives that impacted over 500 employees globally.- Collaborated with cross-functional teams to design innovative training curriculums.- Utilized engaging multimedia tools such as videos, interactive quizzes, and virtual simulations to enhance learning experience.- Tracked training effectiveness through regular assessments, resulting in an average knowledge retention rate of 95%.- Training delivery in three different languages: portuguese, english and spanish.

Goiânia, Goiás, Brazil

- Streamlined the purchases and expenses management process for Uber's Central West team by proposing, developing, and implementing a new financial system directly linked to Uber's budget dashboards.- Successfully reduced manual data entry time by 50% by automating expense tracking and reporting procedures.- Expanded the new financial system to encompass Central East and RJ regions, increasing efficiency across multiple teams.

Goiânia, Goiás, Brazil

- Provided comprehensive in-person support to Uber drivers, assisting with onboarding, performance evaluations, and addressing any issues or concerns, resulting in a 10% increase in driver satisfaction ratings. - Implemented a new feedback system for leadership, conducting regular check-ups and providing actionable insights to improve key performance indicators (KPIs), resulting in a 15% improvement in overall team performance. - Managed team lead interim responsibilities, including scheduling and coordination of work shifts for a team of 20 analysts, resulting in improved efficiency and adherence to service level agreements.

Goiânia, Goiás, Brazil

- Led the remote activation and support for 100+ partners, resulting in an increase in partner retention rates.- Hosted and facilitated monthly info sessions for new customers, educating an average of 40 participants per session on key product features and benefits.

Goiânia, Goiás, Brazil

- Outsourced technical support agent for Vivo's Telecom company clients

Bachelor'S Degree, Information Technology, Gestão Da Tecnologia Da Informação / It Management

Bacharelado, Management Information Systems, General

Incomplete; walked out of it after 1 year due to personal reason, aligned with a huge difficulty of transportation between job.

Bacharelado, Biotechnology

Activities and Societies: Estágio de Iniciação Científica no laboratório de Fisiologia VegetalIncomplete; one semester done.