Luciene Cambaia Email & Phone Number

State Of São Paulo, Brazil

State Of São Paulo, Brazil

Brasil

São Paulo, Brasil

São Paulo, Brasil

São Paulo

São Paulo, Brasil

• Responsible for Customer Care Center Implementation in Latin America, which resulted in a 24% increase in customer satisfaction.• Responsible for implementing Dynamics CRM (Services) - complaint module, Satisfaction Survey - Customer complaints and implementation of improvement plans together with the responsible teams.• LAA Innovation Award Winner – Customer Focus

São Paulo, Brasil

• Support Global Customer Service ISO 9001 certification, by managing the quality activities within the assigned global area• Execute and continuously improve the Quality and Compliance services delivered to customers

Dow Brasil Sa

In addition to previous responsibilities as area Pricing SME role, also became responsible for providing expertise on OTC Business Readiness processes and tools; focusing on area project targeting productivity increase in CS Operations and sustainability of OTC Business Readiness and phase II of improvements in the region. Support to Customer Service Team for OR&H region-specific processes, NEA implementation and providing accurate process documentation

Dow Brasil Sa

Leadership & consultation to diverse businesses and cross-functional partners related to work process, system and reportingwithin specified area of expertise. Responsible for LAA Pricing design in SAP implementation, participation on Latin America Vendavo implementation work closely with the Market & Sell Solution Supports merger, acquisition and divestiture efforts related to areas Pricing Process. Partners through the Global Pricing SME network and with Commercial Support work process Leader to identify opportunities· Partners with Global and Area Improve and Implementation Project leaders on technology related to specific area of expertise. Ensure that daily activities conform to Pricing work process and audit requirements such as ISO and SOX

Dow Brasil Sa

Participate in continuous improvement projects within customer service, Identify improvement opportunities on area potentials with SMEs, Leverage best practices and standardization, Receiveinfo on implementation and changes in process from SMEs and inform CSR/RS team, Provide support in rolling out changes in work processes, Obtain in-depth knowledge of OR&H, PR&H, Pricing, and/or Rebate work processes (OTC), Transfer knowledge on OTC work processes to all Customer Service employees, Provides continuous support and follow up to ensure adherence to the OTC work processes, NEA MS1 work process representation, get involved in Auditing activities to ensure compliance with any Audit requirements and to identify areas for improvement

Dow Brasil Sa

Full responsibility for order receipt and handling, along with follow up of orders throughout the whole order cycle; Anticipates customer expectations and identifies best solution or alternative; Differentiate between customer requirements and Dow offer; choose the best/cost effective solution; Increase quality of CAMP process through active participation in problem solving; Actively contributes to the business goals, in particular for Customer Service;Works with carrier and manufacturing plants to identify opportunities in day-to-day operations to improve efficiency and customer service; Has an understanding of the supply chain and produce product process, and works closely with the functions involved• Latin America CSR Award Winner – 2009 e 2010

Dow Brasil Sa

LAA TPQ (The Perfect Quotation) Project Leader. CEAT Project Leader. Responsible for implementation of Siebel 7.8 Release 2 in Latin America Commercial&Customer Services Organization. LAA Global Reporting (Apply Price Universe) Focal Point, LAA Power Play Focal Point, LAA Customer Attribute Focal Point. LAA TPM Project Focal Point and LAA CEAT Project Focal Point, LAA Activity Profile SME,

Dow Brasil Sa

Provide support, monitor and train to users on pricing lists (PLAP;MPLAP system) for Latin America. First Level Support on SAP Pricing Application for Latin America. Customer Attributes Focal Point for Latin America; CEAT and TPM LAA Project Leader.

Dow Brasil Sa

Responsible for maintain all Latin customer codes for Latin America, training LAA Miscellaneous Focal Points in Latin America in Customer Codes Request tool, eliminate all customer codes duplicated in the INCA system; support and user training is under my responsibilities

Dow Brasil Sa

Responsible for implementing LogPlus Forecast System in LAA; maintaining forecast databases consistent with each of the businesses rules and policies; presenting forecast accuracy monthly reports for Commercial; development of an interface that will feed SAP based on Ford Amazon's forecast sent via EDI; eCOA SME for LAA; support and user training is under my responsibilities

Systems Analysis - Master Degree, Information Technology

Marketing - Pec

Business Administration - Pec

Information Systems - Bachelor'S Degree, Tecnology