Responsible for a team of 54 customer service employees and 6 Team Leaders in 6 different operations (tills, customer service, store finance, call centre, internal and external delivery). Implemented bespoke training for the store employees influencing both sales and logistics departments in adapting the new processes in order to enhance Customer Experience. Responsible for the overall strategic planning to acquire, satisfy and transform buyers in loyal customers. Managed and developed teams that attributed to the success of customer support while maintaining set company policies. Planned, prepared, and advised work schedules according to budgets and workloads.Achievements: Mystery Customer in February 2014, with score of 93,8% (measured against 30 stores nationwide). Customer Satisfaction Survey improvement from 7,2 in November 2013 to 7,9 in Feb 14. Developing a reputation for outstanding customer service. Sales transactions increased 6 % from 2012, department productivity improved 18 % on the first year. Excellent results in dealing with escalated customer issues online and via social media.

Certified Human Resource Professional with demonstrated success as a Business Operator. Highly effective internal salesperson and trusted strategic partner with extensive experience coaching leaders to maximize the strengths of their people and effectiveness of their teams. Key strengths in operational and sales management, training, scheduling, recruitment and conflict resolution.

To assist the Sales Manager in leading, directing and motivating the sales team in order to achieve the overall corporate sales objectives.To assist the Sales Manager in revising and implementing the sales strategies plans.To assist the Sales Manager in generating sales opportunities by identifying appropriate business targets.To assist the Sales Manager in providing a professional and excellent level of customer service with existing and new customers.To assist Sales Manager by completing all assigned dutiesHandle customer issues, resolution and communicate escalated issues to the Sales ManagerAssist with sales rep questions, concerns and product/service questions.Create reports showing Sales %, install %, adherence, and attendance etc.Make sure all employees adhere to company policies and procedures and core values Deliver positive feedback, Employee Rewards and Customer Recognitions to employeeMonitors calls, provide feedback to reps and assist reps on sales %, install %, and quality assurance goals.

· Pesquisa de todo o banco de dados para uma “radiografia dos clientes”. · Levantamento financeiro para parâmetros (2002 a 2004). · Planejamento comercial para o exercício de 2005: metas financeiras, metas operacionais (visitas), organograma comercial, cotas de publicidades, viagens, parâmetros de acordos coorporativos, elaboração de tarifários, treinamento de equipes co-relacionadas, políticas de lançamentos. · Estruturação do departamento comercial, com ênfase nas grandes contas coorporativas (carteira de clientes ativas e inativas). · Consultoria a Diretoria e a Presidência do Grupo. · Controle, planejamento e coordenação da equipe de executivos de contas, atuando com eficiência no fator humano de cada colaborador e suas metas pessoais. · Divulgação e marketing do Grupo Unipar em âmbito nacional, principalmente aos grandes agentes emissivos. (www.uniparconstrutora.com.br.) · Viagens para São Paulo, Rio de Janeiro e Brasília para acordos coorporativos