Marcia Griesang Email & Phone Number

São Paulo, São Paulo, Brasil

• Leadership of the Customer Service Team managing activities such as password reset, user unlocking and general technical support.
• Process Management and Optimization: Guidance and continuous monitoring of operational processes, resolution of doubts and assurance of compliance with internal procedures.
• Coordination of Schedules: Planning and monitoring of work schedules, ensuring adequate coverage and optimization of resources.
• Communication and Relationship: Facilitate periodic meetings with customers and internal management to align strategies, resolve issues and update status.
• Documentation and Reports: Responsible for updating the logbook, preparing reports on meeting discussions and issuing detailed minutes.
• Satisfaction and Performance Analysis: Conducting Satisfaction Surveys (PSAT) and developing performance indicators to evaluate and improve the quality of service.

São Paulo, São Paulo, Brasil

• Suporte e atendimento de serviços dos produtos: empresarial, residencial, condomínio, fiança, imobiliário e afinidades.
• Mapeamento de impactos focando melhoria contínua dos serviços.
• Garantir rastreabilidade e histórico dos serviços prestados.

São Paulo, São Paulo, Brasil

• Customer experience manager
• Co-responsible for the results and backoffice quality, focusing in the customer experience in BPO operations.
• Analyses of performance indicators
• Follow-up of the customer journey since the service request until the product exchange delivery, repair or refund
• Processes mapping, continued improvements focusing term and quality after sales service
• Inventory control (forecast), follow-up of portfolio updates with factories and intermediaries

São Paulo

• Responsible for the governance and control of advertising and advertising budget, administrative/financial management, payment management and Marketing contracts.
• Preparation of reports and studies, with data analysis, extraction and validation of corporate data, Analytics.
• Analysis of investment bases, provisions, payments and administrative expenses, identification of deviations, and accounting reclassification.
• Audit focal point to ensure compliance in processes and contracting of suppliers and providers.
• Support in administrative processes and domain governance.
• Coordination of the process of providing outsourced services and costs, building maintenance, reception, cleaning, telephony, property security and theater purchases (facilities).

São Paulo

• Responsible for centralizing the payment system and implementing a new payment system with a focus on governance, payment quality control, regulatory management, achieving gains in scale and operational efficiency.
• Interface between customer complaints in the claims service channels, focusing on the customer experience.
• Acting with a statistical model to anticipate situations that go off the belt in partnership with the areas of Workshop Management, Regulation, Parts, Partial/Full Analysis, Salvage and Reimbursement, classifying root.
• Conducting forums with claim areas and 24-hour call center to identify opportunities for improvement.
• Control of management reports and presentation of results to the Ombudsman and Board of Directors.
• Implementation of Technical Quality Assessment Monitoring, as well as the implementation of a new SAC classification tree, bringing greater visibility of the root causes that impact at each stage.

São Paulo

• Management of the Call Center, hiring, results, quality, operation turnover, in the Auto Insurance, Property and casualty, Transport, Emergency Services, Claim, Credit Card, Financial, BackOffice, 1st and 2nd level.
• Monitoring the team's performance, ensuring compliance with goals, response time and the quality of the solution presented.
• Definition and review, when necessary, of internal flows, aiming at optimizing time and resources.
• Identification of group and individual needs, promoting training for employee skills development, managing conflicts and a culture of transparency and constant feedback.
• Management of the various channels: website, chat, telephone, email, Whatsapp. Chatbot and self-service implementation
• Evaluation of the area's numbers and establish action strategies aimed at optimizing resources and execution time and continuous improvement.

São Paulo

• Responsible for technical information and service process improvements.
• Updating of circulars and general insurance conditions ensuring compliance.
• Identify opportunities and promote training for the team through monitoring needs assessment.
• Participation in projects as a service representative with responsibility for maintaining the best customer experience.
• Manage results, acting in actions on the offenders identified in the operation.
• Feedback product and business areas with impacts and act on joint action plans.

Postgraduate, Neuroscience And Applied Psychology

Bachelor Of Business Administration, Finance