João Lucas Pimenta De Melo Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brasil

São Paulo, Brasil

- Responsible for presenting monthly results, indicators, financial values, goals, and headcount (HC) for the Customer Experience department to the company's board; - Construction and planning of the forecast for the implementation of an effective action plan;- Supporting the executive team through data analysis, interpretation, and development of dashboards using Power BI to visualize departmental KPIs such as Average Handling Time (TMA), Average Talk Time (TME), Service Level… Show more - Responsible for presenting monthly results, indicators, financial values, goals, and headcount (HC) for the Customer Experience department to the company's board; - Construction and planning of the forecast for the implementation of an effective action plan;- Supporting the executive team through data analysis, interpretation, and development of dashboards using Power BI to visualize departmental KPIs such as Average Handling Time (TMA), Average Talk Time (TME), Service Level Agreement (SLA), call metrics (received, answered, and abandoned), email frequency, BOT interactions, sales, renewals, retentions, and refunds, among others;- Implementation and automation of spreadsheets for calculating sales, retention, and renewal commissions for consultants, as well as other managerial indicators and metrics;- Workforce management control, including employee entry and exit, absences, internal and external movements, scheduling, and queuing for customer service, among other responsibilities. Show less

São Paulo, Brasil

- Study and analysis of results obtained by the CX team, goal and commission calculations, as well as extraction of reports for strategic areas of the company; - Creation and implementation of departmental KPIs and development of dashboards for data visualization; - Design of Interactive Voice Response (IVR) flow, maintenance of phones and platform functionality, and creation of profiles in the tool; - Sizing, development, and planning of customer service schedules and all… Show more - Study and analysis of results obtained by the CX team, goal and commission calculations, as well as extraction of reports for strategic areas of the company; - Creation and implementation of departmental KPIs and development of dashboards for data visualization; - Design of Interactive Voice Response (IVR) flow, maintenance of phones and platform functionality, and creation of profiles in the tool; - Sizing, development, and planning of customer service schedules and all activities within the CX department; - Training and capacity-building for the customer service team; - Interface with internal departments (research, customer service, CX) for process alignment. Show less

Santana De Parnaíba, São Paulo,Brasil

- Development and execution of plans for quality management (PDCA, Ishikawa diagram, among others);- Preparation of training sessions;- Creation of monthly reports along with an action plan for addressing non- conformities;- Generation of all necessary documentation for internal and external audits.

Pirassununga, São Paulo, Brasil

- Responsible for composing and maintaining cash flow, budgets, and coordinating various events organized by the company;- Creation and development of volunteer projects in collaboration with the less privileged population of Pirassununga.

Pirassununga, São Paulo, Brasil

Intern at the Multi-User Laboratory of the Department of Food Engineering at USP-FZEA. Responsible for developing the project "Incorporation of Botanical Insecticides in Active Packaging Systems for Flour-based Products."