Joao Muraro Email & Phone Number

Curitiba, Paraná, Brasil

Curitiba, Brazil

Curitiba, Paraná, Brasil

- Auditoria de atendimento ao cliente B2B e B2C conforme segmento de atuação do cliente;- Análise de melhoria contínua dos processos relacionados à Qualidade, CSAT e DSAT;- Extração, criação e manutenção de dashboard analíticos e estratégicos focados na melhoria contínua dos processos de Qualidade, CSAT e DSAT do cliente e operações;- Identificação de possibilidades de novas ideias e tecnologias aplicadas à Qualidade;- Garantir a padronização, feedbacks e treinamento mediante a tudo o que for solicitado pelo cliente;- Utilização e aplicação das metodologias de mercado aplicadas à área (Fluxogramas, Diagrama de Ishikawa, PDCA, SWOT,5W2H, metodologia DMAIC e demais aplicadas no Seis Sigma);- Conhecimento nos sistemas Miuros, Freshdesk, Magento, FluentCommerce, Jira e Aircall.

Curitiba, Paraná, Brasil

- Auditoria de atendimento ao cliente B2B e B2C conforme segmento de atuação do cliente;- Análise de melhoria contínua dos processos relacionados à Qualidade, CSAT e DSAT;- Extração, criação e manutenção de dashboard analíticos e estratégicos focados na melhoria contínua dos processos de Qualidade, CSAT e DSAT do cliente e operações;- Identificação de possibilidades de novas ideias e tecnologias aplicadas à Qualidade;- Garantir a padronização, feedbacks e treinamento mediante a tudo o que for solicitado pelo cliente;- Utilização e aplicação das metodologias de mercado aplicadas à área (Fluxogramas, Diagrama de Ishikawa, PDCA, SWOT,5W2H, metodologia DMAIC e demais aplicadas no Seis Sigma);- Conhecimento nos sistemas Miuros, Freshdesk, Magento, FluentCommerce, Jira e Aircall.

Curitiba, Paraná, Brasil

- Implementação e gestão de operações do cliente chinês de e-commerce SHEIN;- Customer Service/Experience;- Supervisão, gestão e manutenção de resultados dos consultores de atendimento ao cliente;- Manutenção e garantia dos targets, KPI's e SLA's exigidos pelo cliente;- Conhecimento nos sistemas WeCom, ULP (sistema de gerenciamento próprio do cliente) e Zendesk.

Curitiba, Paraná, Brasil

- Sólides, Qulture Rocks, Salesforce management systems; - Kenoby, Gupy recruitment and selection platforms; - Monitoring, control and reporting of hiring and firing KPIs; - Control and report of area turnover; - Specific area recruitment and selection; - Development of career paths.

Curitiba, Paraná, Brasil

- Leader of the implementation of the positions and salaries structure, initially for administrative and leadership positions;- Leader of the HRIS platform implementation group;- Leader of the implementation and head of development of the e-Store platform applied to the Sykes Points employee recognition program, a project that won the XXI ABT Customer Relationship Award in the "Communication Campaigns" category.

Curitiba, Paraná, Brasil

- Implementation leader of the HRIS platform, and HR information control software Meta4. Responsible for configuration, programming, administration and maintenance of all data entered and programmed into the software and platform;- Training instructor of the SitLead (Situational Leadership) program, for the basic formation of new leaders within the company, providing the method and training new people for the leadership function.- Leader in the development and structuring of the jobs and salaries plan, initially applied based on the HAY methodology;- Monitoring, data insertion and data extraction regarding Human Resources data from all areas of the company, reporting these data through PowerPoint creations, spreadsheets, charts and dashboards in Excel and Power BI;- Responsible for programming the Performance Evaluation in the HRIS platform, as well as help and support to the DHO department and employees.

Curitiba E Região, Brasil

- Implementation leader of the HRIS platform, and HR information control software Meta4. Responsible for initial setup and gathering all HR data from across the company;- Migration of data from ADP platform to Meta4 with total security and allocation of information in its modules;- Responsible for the launch of HRIS for employee access, correct operation and support;- Training instructor of the SitLead (Situational Leadership) program, for the basic formation of new leaders within the company, providing the method and training new people for the leadership function.

Curitiba E Região, Brasil

- Senior Supervisor in the HRS - Hotel Reservation Services account, a company based in Köln - Germany, provider of hotel reservation services for corporate clients - B2B. Portfolio of international level clients such as Google, Amazon, World Bank and Airbus. - Supervision and support to the entire team of pre and post service agents; - Quality analysis and management of customer service; - KPI's control, such as SLA (Service Level), AHT (Average Holding Time), CSAT (Costumer Satisfaction), CX (Costumer Experience), ATT (Average Talk Time), ACW (After Call Work), IVR (Interactive Voice Response), etc.; - Monitoring and continuous performance evaluation of employees through feedbacks based on basic metrics of absenteeism and punctuality.

Suva, Divisão Central, Fiji

- Senior Operations Supervisor, responsible for B2B (Business to Business) markets and partner travel agencies in Brazil, Portugal and Spain; People Management; Leader of a group of 50 people speaking Brazilian Portuguese, Portuguese, Spanish and English; Assurance of satisfaction and service excellence to exclusive customers of Lufthansa Group member airlines and alliance partners.

Suva, Divisão Central, Fiji

- CRM Analyst, operating through the Targenio platform for analysis of incidents before, during and after the customer experience on Swiss flights and structures; logging and handling incidents; negotiating and releasing compensation categories to customers according to each uniquely analyzed case.

Bogotá D.C. Area, Colombia

. Flight attendant on domestic and international flights.. Ensure the safety, care and comfort of customers.. Preparation of operational reports.. Onboarding of new employees.. Identification of risks and acting if necessary.. Complexity of reasoning and conflict management (Clients and Teams).. Act according to Conduct Guides: Safety, Attentiveness and Efficiency.Equipments: . Airbus A32F (A319, A320, A321, A330). ATR Aerospatiale: ATR 72-600. Boeing: 787 Dreamliner

São Paulo E Região, Brasil

. Flight attendant on domestic and international flights.. Ensure the safety, care and comfort of customers.. Preparation of operational reports.. Onboarding of new employees.. Identification of risks and acting if necessary.. Complexity of reasoning and conflict management (Clients and Teams).. Act according to Conduct Guides: Safety, Attentiveness and Efficiency.Equipments: . Airbus A32F (A318, A319, A320). Fokker F-100

Doha, Qatar

. Flight attendant on international flights.. Ambassador of the Qatar Airways brand in different locations and organizational environments.. Inserting "Magic Moments" into the operational routine, creating unique moments for customers.. Team leadership and accompanying onboarding of new employees.. Elaborate operational and behavioral reports.. Ensure the safety and comfort of everyone in different classes (client and team).. Working in confinement with a team of more than 80 different nationalities.Equipments: . Airbus A32F (A319, A320, A321), A330-200 and A330-300. Boeing: 777-200, 777-300

Ciência De Dados, Data Processing And Data Processing Technology/Technician

Objetivos a serem desenvolvidos ao longo do curso: - Desenvolver uma visão geral do que é ciência de dados e das suas principais etapas.

Google Data Analytics, Data Processing And Data Processing Technology/Technician

Objetivos a serem desenvolvidos ao longo do curso: - Capacitar os alunos a compreender e aplicar técnicas e ferramentas para coletar.

Curso Superior De Tecnologia (Cst), Gestão Da Qualidade

Administração, Business Administration And Management, General