Lorena Lima Email & Phone Number

State Of São Paulo, Brazil

Belo Horizonte, Minas Gerais, Brasil

- Leading initiatives to ensure smooth operations, excellence, and adherence to KPIs;- Strategically managing the entire customer journey to drive organizational advancement and ensure exceptional customer satisfaction;- Leading an innovative team committed to transforming the customer experience and fostering a culture of excellence and innovation;- Collaborating with cross-functional teams and stakeholders to lead transformative initiatives at the forefront of digital innovation;- Developing and implementing operational strategies through thorough analysis, needs assessments, and performance evaluations;- Collaborating with product teams to align with customer expectations and drive strategic initiatives forward;- Leading efforts to improve Net Promoter Score metrics and reduce customer churn through targeted interventions;- Managing back-office functions, social media interactions, and specialized case resolution seamlessly;- Identifying opportunities for enhancing customer value propositions and leading initiatives to capitalize on them;- Setting ambitious goals and monitoring team performance to maintain excellence and quality;- Diligently monitoring departmental metrics, suggesting innovative improvements, and promoting collaboration across organizational boundaries.Key Results:- Successfully restructured the customer service department, improving efficiency and service rate by 80 percentage points.- Established the Operational Excellence team.- Achieved an 80% increase in eNPS (Employee Net Promoter Score) metric.- Increased CSAT (Customer Satisfaction) metric by 60 percentage points.- Implemented the Net Promoter Score (NPS) system.- Founded the Customer Voice Committee.- Improved reputation from "Not Recommended" to RA1000 status on ReclameAqui within six months.- Structured the Customer Insights team to serve the company in a cross-functional capacity.

São Paulo, Brasil

- Responsible for assuring the Operational Efficiency, excellency and compliance with KPI’s while the teams are working in the hybrid model;- I created and implemented the CSI: Idea Solutions Centre, responsible team for not friendly channels;- I look at all client touch points during the journey and help create processes to support the organization’s growth, providing and amazing and effortless experience for customers;- Led a CX team to build and promote a best in class culture;- I collaborate for a digital transformation working closely to the Product team and other stakeholders;- Determined CX operational strategies through the analysis and needs assessments, performance, KPIs, capacity planning and cost/benefit analysis;- Interact and collaborate with Product teams to ensure customer needs are met, as well as implementing long-term strategic initiatives;- Responsible for developing strategies that contribute to improving NPS indicators and reduce Churn.Key Results:- Led the Outsourcing Project of the Call Center, which resulted in a 13% saving in the area's annual budget;- Was part of the squad responsible for the BBB22 Campaign, achieving historicbrand records, website traffic, and the installation of the 5A app. Also, the Brand has been on Twitter trending topics twice during the campaign!- Created the company's Security Policy, focused on preserving our customers' physical integrity.- Increased area's e-NPS score by 60%.- Created the ContaComigo channel, responsible for attending critical customers who contacted our employees, achieving a NPS score of 98 points.- Consumidor Moderno Award in 2021.

Pinheiros, São Paulo, Brazil

- Leadership of the Relationship team, both internal and outsourced, promoting an amazing experience for studentsat every stage of their journey with PRAVALER;- Management of the Back Office, Social Media, Reclame Aqui, and Special Cases teams;- Connection with the business areas, partners, and clients (internal and external), listening and understanding their needs, seeking to build relationships with empathy;- Identification of opportunities and leadership in initiatives, projects, and action plans to generate value for customers;- Development of the team, providing feedback and supporting their daily activities;- Responsible for setting goals and monitoring team performance, seeking quality and performance;- Monitoring of department indicators, proposing improvements, and working together with other areas of the company;- Collaboration with the Experience department (Quality, Processes, and Training), identifying training needs, process improvements, and action plans to improve indicators;- Conducting activities in waterfall or agile models; - Presentation of results to C-level executives. Key results:- Achievement of the RA1000 Index.- 25% increase in FCR- Optimization of activities resulting in a 16% reduction in staff.

São Paulo, São Paulo, Brazil

Estacio is one of Brazil’s largest private higher Education provider. They believe in transforming society through Education. A large infrastructure of student service and support are in place to attend the large and growing number of enrolled students every year. I am currently responsible for the management of Estácio's partners and suppliers.My responsibilities include the following:• Monitoring KPIs to ensure compliance with contractual agreements;• Mapping of the student's journey on all service provided by Estacio;• Identification of improvements opportunities and proposal development; • Suppliers quality and performance management;• Critical analysis of operational reporting;• Strategic planning and implementation of solutions, aiming to improve the student's experience;• Strategic management to improve the Reclame Aqui Index (this is a complaints Index/channel);• Use of social media as a student service management tool;Main results:• Strategic management to improve Operational indicators, resulting in 78% evolution of Service Level; 8% reduction in absenteeism.• Resizing backoffice activities and restructuring goals, enabling a reduction of 25% of service positions.

São Paulo, Brasil

I was responsible for service process management, seeking the continuous improvement of customer experience in all social media channels.Key Responsibilities:• Management of high performing team including but not limited to these parameters: performance, efficiency, quality and strategic actions in guaranteeing the excellence in customer service in the social media and by telephone.• Analysis and reporting of operational results and KPIs.• Development and presentation of strategies and action plans to gain efficiency and improve customer experience in social media.• Definition of strategies and implementation of solutions, seeking to achieve the Reclame Aqui indexes. (which is a Complaints Index/channel)• Development of reports for clients, signaling the main issues of final customers regarding the product, as well as the service of the network of concessionaires.• Working together with the global team of Customer Experience, in order to guarantee compliance with standards of service and brand guidelines dictated by the automotive manufacturer.Main results obtained:• Epoca Reclame Aqui Award 2018 as a recognition of improved brand reputation through Reclame Aqui Index. • Team productivity capacity increased by 37% • Average client request resolution time reduced by 15%.

Campinas E Região, Brasil

I was responsible for the management of the Chevrolet partnership with suppliers for five years; monitoring contract fulfillment, plus quality performance KPIs, including the quality of customer service. Key Responsibilities: • Customer service development, monitoring and control of premium vehicles in the Chevrolet Relationship Center.• Development of training and team retention based on identification of opportunities in quality monitoring and satisfaction surveys.• Identification of opportunities for improvement in the service process and implementation of new procedures for the optimization of customer service.• Responsible for customer service in brand’s social networks.• Monitoring and analysis of operational reports.• Analysis of action plans proposed by suppliers for possible quality deviations.• Driving continuous process improvements through identification of opportunities from the point of view of the customer.• Member of the Chevrolet launch vehicle team in 2011, acting as a customer-side spokesperson, ensuring customers observations and expectations were clearly articulated to engineering, after-sales and marketing teams for the continued development of the vehicles.• Closely monitoring of any critical customer complaints, to ensure best resolution.Main results:• President's Awards 2011, with the New Vehicle Launching Project.• President's Awards in 2016, with the Emergency Vehicle Program• 44% reduction in the company's operating costs.

Goiânia E Região, Brasil

• Earned “Regional Best Relationship Manager” award for two years in a row. • Develop and deliver training to sales and customer service team, focusing in customer experience excellence, retention and engagement. • Responsible for conflict management with the customer, being the point of contact for problem solving and satisfaction. • Coordinate campaigns and projects regarding customer relationship, with the objective of deliver the satisfaction KPI’s established by General Motors. • Work with the marketing team to develop strategies for new customers and customer’s retention. • Responsible for the preparation of customer satisfaction reports and presentations for senior executives.

Rio Verde - Goiás

Grupo Planeta - AUTORIO Car dealership national group that sells cars at the retail level. • Implementation of the telemarketing department, responsible for it structure, management and development. • Responsible for conflicts management with the customer, being the point of contact regarding problem solving and customer’s dissatisfaction.• Implementation of the company’s CRM. • Prepare customer’s satisfaction report and identify opportunities for satisfaction increase.

Goiânia E Região, Brasil

• Responsible for collecting customer’s feedback on the phone, investigating their satisfaction regarding the company’s services/products.• Identify options for negative feedback, categorising possible reasons for the dissatisfaction and looking for alternatives to solve the problem. • Satisfaction reporting and key performance indicators monitoring.

Master'S Degree, Project Management

Diploma Of Event Management

Bachelor'S Degree, Marketing/Marketing Management, General

Marketing, Marketing

Administração De Empresas, Business Administration And Management, General