Kátia França Email & Phone Number

São Paulo, Brasil

- Accountable for customer satisfaction within remit/territory.• Allocates resources and prioritizes tasks. Build, develop and lead a highly effective and motivated work force with clearly defined mission and aligned objectives• Responsible for ensuring own staff and contractors have adequate skills and knowledge to perform their duties.• Ensure Technical Policies are known by the team and applied consistently. Ensure client documentation, and appropriate manuals, processes and procedures are updated regularly.• Ensure operational requirements, standards and best practices are factored into plans.• Contribute to ongoing refinement and development of operational requirements and standards.• Contribute to selected key projects / activities and provide management bandwidth within the Organization.• Build and maintain effective relationships with internal and external customers.

São Paulo, Brasil

Support for the Sales team in the preparation and validation of service proposals.Development and maintenance of strong relationships with clients, acting as the main point of contact for service issues and expectation management.Management of RPA contract delivery (UiPath, IBM WDG, Power Automate, and Automation Anywhere).Management of ServiceNow implementation projects and allocation of Professional Services.Participation in regular meetings to review service performance.Coordination and collaboration with internal teams, business units, technical support, engineering, and customer service.Project management, updating schedules, and status reporting.Responsible for the development of soft skills within the technical team in conjunction with the tech manager.

São Paulo, Brasil

Management of a client portfolio in the market segment, acting as the focal point in the transition, implementation, and conduct of activities related to the contract.Financial controlManagement of the professionals dedicated to the contract.

Brasil

Technically responsible for the contracts, with an overview of the services provided.Ensure the proper transition process and start-up of new services and/or contracts for clients.Support integrated management of service delivery and managed service projects, ensure agreed SLAs, and identify new services (upselling).Management of the professionals dedicated to the contract.Involvement in the procurement process for Cisco equipment/licenses and other vendors.Focal point for Microsoft EA and CSP contracts.Act as the focal point and escalation for over 200 contracts from the Support and Maintenance team.

Barueri, São Paulo

Management of Service Desk and On-site Support operations.Management of over 150 contract employees in the public sector.Control and monitoring of billing.Involvement in internal and external escalations.Operational monitoring to ensure the delivery of contractual indicators.Management of teams allocated to the client.Responsible for the Tele-support, Local Support, and Incident Management teams.Management of other government contracts, focusing on operational control and monitoring.P&L analysis.Control of billing, overdue payments, and recurring charges.Support for the pre-sales team in analyzing tenders, gathering requirements, and needs for participating in bids.Main Goals:Be the focal point for escalations, improving trust in the contract.Improve the delivery of contractual indicators.Support the sales team in opportunities generated from the contract.Approximate reduction of $100k in discount factors (write-offs) applied to billing.Increase of approximately $114k in monthly billing.Definition of billing processes.

São Paulo E Região, Brasil

Working in the SVA department, I support the Pre-Sales and Project teams in defining assumptions for new business; pilot and implementation of new operations; cost-focused management to achieve contribution margin; financial management of client accounts/portfolio; management of SD services and operations aligned with business indicators (monitoring Sales/Base and Churn); daily monitoring of operational performance indicators; reporting to management on operational and financial items. Support in the preparation of commercial and technical proposals; monitoring the billing of the client portfolio.Projects and Implementations:Adjustment, control, and monitoring of the Google AdWords sales operation - Partnering with CTC and UOL (management of Sales teams and Google campaign management team).Program for humanizing technical support service, aiming to transform the user experience, reducing complaints and cancellations; gaining client recognition for revolutionizing support.Client support for retaining products serviced by the technical team, aiming to reduce Churn due to non-use of the service by offering preventive maintenance.Definition, mapping, and design of the service scope for UOL HOST Store and Site products, aiming to improve operational efficiency and process maturity; receiving recognition from contracting clients for the differentiated service provided to the end client.Definition of the service process for the NET Assyst product in hybrid operation.Responsible for defining the service processes for PagSeguro using remote access software - LogMeIN.Proof of concept for the implementation of N2 support for PagSeguro, providing physical support for machines, confirming a possible 30% reduction in machine exchange requests; in operation, we achieved a 42% retention rate for machine returns (Nov/2017).

São Paulo E Região, Brasil

articipation in the Startup team during the implementation process of new projects.Coordination of back office and field service teams, working on projects for large clients such as UOL, EUROP, Banco Pan, etc.Monitoring performance indicators, reporting, and meetings with clients, as well as supporting the Operations Management team.Delivery of projects, such as the installation of Netbooks in schools in the northeastern region, completed on time and with a contribution margin exceeding estimates.Support for the inventory control project of iPads provided to pharmaceutical representatives of Merck.Responsible for delivering projects within defined timelines and budgets.Responsible for the partner certification team at the national level.

São Paulo E Região, Brasil

Leadership of an external team, monitoring incidents, and managing internal and external escalations. Client: Caixa.Monitoring and involvement in the prioritization of service requests and logistical planning.People management; operational and administrative control, feedback, and performance evaluation of the team.Management of the supervisory team working on the PDTI-VIVO project, overseeing operational and administrative control.Participation in the Operations team, monitoring the operational performance of contracts with Merck, Europ, and Panamericano, defining workflows, presenting results, and managing internal and external escalations.

Barueri, Sp

- Liderança de Equipe interna, acompanhamento de incidentes, atuação em escalonamentos internos e externos. Operação Projetos.- Criação, atualização e analise de relatórios e dashbord gerenciais demonstrando as evoluções das métricas da operação, desvios e traçando planos de ação; Elaboração de apresentação de resultados, controle de SLA e Backlog.- Analise de métricas, acompanhamento operacional, desenvolvimento de planilhas para dimensionamento da equipe, elaboração de escalas de trabalho e gestão do tempo.- Extração e analise de relatórios de incidentes.- Gestão de Pessoas; Controle Operacional e Administrativo.Projetos realizados: - Liderança de equipe, acompanhamento de incidentes, atuação em escalonamentos internos e externos;- Revisão de contratos e correção da ferramenta de ITSM para correta verificação de SLAs;- Atuação no projeto de troca de ATM de Real para Santander;- Atuação no projeto de instalação obrigatória de ponto eletrônico.Resultados alcançados:- Correta Observação de SLA contratual e não aplicação de multas e glosas.

- Acompanhamento de equipe de analistas de help desk no suporte aos clientes empresariais da Intelig.- Liderança de Equipe, acompanhamento de incidentes, atuação em escalonamentos internos e externos. - Analise de métricas, acompanhamento operacional, desenvolvimento de planilhas para dimensionamento da equipe, elaboração de escalas de trabalho e gestão do tempo.• Feedback, gestão de pessoas;

• Acompanhamento de equipe técnicos que prestam suporte a clientes telefônica speedy• Acompanhamento operacional, acompanhamento de metas e resultados.• Feedback, monitoria, controle da equipe;• Elaboração de apresentações de resultados;• Gestão do tempo e escala de trabalho;• Extração e analise de relatórios gerenciais da ferramenta Impact 360°

Pós-Graduação Lato Sensu - Especialização, Cloud Computing

Mba Em Gestão Estratégica Da Tecnologia Da Informação, Tecnologia Da Informação

Activities and Societies: Tema TCC: Tecnologia de autoatendimento x atendimento humano: uma abordagem em relação a satisfação sob.

Tecnólogo Em Processamento De Dados, Tecnologia Da Informação