Maria Claudia Silveira Email & Phone Number

São Paulo, Brazil

São Paulo, Sp, Br

São Paulo E Região, Brasil

Responsible for provide customers solutions through the customer data analysis.Analyze of customer data in order to improve customer experience, cost reduction and revenue improvement.Production of data reports in order to provide insight for customers decision making.Performing customers’ requirements analysis reporting the results to the business area.Build of didactic content and technical documentation for support and training to the customers and internal team.Acting as… Show more Responsible for provide customers solutions through the customer data analysis.Analyze of customer data in order to improve customer experience, cost reduction and revenue improvement.Production of data reports in order to provide insight for customers decision making.Performing customers’ requirements analysis reporting the results to the business area.Build of didactic content and technical documentation for support and training to the customers and internal team.Acting as instructor for new customers and internal team, using presentations and practical classes.Regularly participation in the Sprint reviews and daily scrum meetings for the projects.Use of Analytics tools (Verint tools, Text Analytics, Callminer, QDA, etc.)Acting as CX lead, I am responsible for validation of insights provided for the CXs team in order to guarantee the quality as per customer desire, performing some changes if necessary.Analysis of customer data feedback (Like NPS) in order to provide offense’s map and provide possible solutions.Analysis of Chatbot customer inputs and Call center interactions in order to promote a better customer experience.Responsible for training and consultation of Text & Speech Analytics Tools.Provide support to the business area, building benchmark data and experimental analysis data from vendors. Show less

São Paulo E Região, Brasil

Responsible for evaluation and interpretation of given data for the Artificial intelligence systems to provide a better user experience.Analyzes of data translations to ensure accuracy in contents as per customer desire.Quality assurance tests in the AI systems in order to make sure that the contents reachesthe audiences in desired manner.Extraction and analyzes of big amount of data using analitical tools (Bucketizer by NextIT).Meeting presentation to the customers in order… Show more Responsible for evaluation and interpretation of given data for the Artificial intelligence systems to provide a better user experience.Analyzes of data translations to ensure accuracy in contents as per customer desire.Quality assurance tests in the AI systems in order to make sure that the contents reachesthe audiences in desired manner.Extraction and analyzes of big amount of data using analitical tools (Bucketizer by NextIT).Meeting presentation to the customers in order to suggest data improvements.Use of JIRA for project Control. Show less

Responsible for planning and delivery for the infrastructure projects.Responsible for control budget and activities of the projects.Production of project documentation and keep it up to date.Daily meetings with the customer and stakeholders for project planning activities. Management of the project risk.Keep relationship and good negotiation with service partners companies. Tracking of the equipments importation process and schedule of delivery on the customer sites… Show more Responsible for planning and delivery for the infrastructure projects.Responsible for control budget and activities of the projects.Production of project documentation and keep it up to date.Daily meetings with the customer and stakeholders for project planning activities. Management of the project risk.Keep relationship and good negotiation with service partners companies. Tracking of the equipments importation process and schedule of delivery on the customer sites. Build and update technical documentation of the project.Presentations reports to the managers and directors of the company. Show less

Coordinate projects.Main communication channel in all the hierarchical levels between customers and HP. Daily meetings with the customer in order to get the new improvements for the project and fix some complains.Responsible for document control: Update and keep all project documentation.Management of risk in the project.

ECtel was bought by CVidya.- Strategic Consulting of IRM to the Telecommunication operators.- Responsible for client relationship management.- Leading Latin American customers.- Leading software integration and installation.- Technical support and solution for application functionality.- Working on a multi platform system (windows UNIX, Oracle Database).- Multiple interaction with teams (Project Manager, Customization Development Teams and QA). - Database… Show more ECtel was bought by CVidya.- Strategic Consulting of IRM to the Telecommunication operators.- Responsible for client relationship management.- Leading Latin American customers.- Leading software integration and installation.- Technical support and solution for application functionality.- Working on a multi platform system (windows UNIX, Oracle Database).- Multiple interaction with teams (Project Manager, Customization Development Teams and QA). - Database handling (Oracle, SQL queries). Show less

2006 - QA Engineer (Wakefield-MA-USA)• QA Tests of telecommunication systems including UI.• Reporting of software design bugs to R&D group.10/2002-11/2005 Customer Lead Engineer (Wakefield-MA-USAl)- Responsible for building and helping to maintain Brazilian customer base. Applying of sophisticated strategic problem-solving skills to assist client's w/strategic consulting projects (Patching, Upgrade, Expansion, maintenance).- Provide support to Account Managers… Show more 2006 - QA Engineer (Wakefield-MA-USA)• QA Tests of telecommunication systems including UI.• Reporting of software design bugs to R&D group.10/2002-11/2005 Customer Lead Engineer (Wakefield-MA-USAl)- Responsible for building and helping to maintain Brazilian customer base. Applying of sophisticated strategic problem-solving skills to assist client's w/strategic consulting projects (Patching, Upgrade, Expansion, maintenance).- Provide support to Account Managers (answers to RFP, RFI, RFQ).10/2000-10/2002 FSE - Field System Engineer (Brazil)Analyzing/Solving of complex problems of carrier-grade platforms. Coordinating and providing the preventive solutions to the customers.• Assisting Comverse engineers to troubleshoot malfunctions.• Recommending final solutions to the customer application questions.• Developing/suggesting improvements to the processes, work instructions and other documentation in order to improve excellent customer service. Show less

Network Administration and Management.Management and Planning Network Topology (LAN/WAN)Support to Windows NT Server /Workstation.Internet and Intranet Servers (Internet Information Server 4.0).Network Performance and Tuning.

Customer Support (Software and Hardware)OS/2, Windows 3.x, Windows 9x and Windows NT 4.0, Lotus Notes, ThinkPad, IBM, Servers, Network cards, Network Printers.

Support to Netware products.

Implementation and Support of Business Systems.

Support and Software Installation.

Support and Software Installation for end-users.

Esl - English As Second Language

Computer Science

Itil V3 - Foundations

Activities and Societies: Techniques and concepts for Service Strategy, Service Design, Service Transition, Service Operation & Continual.

Master'S Degree, Marketing Mba

Activities and Societies: - Deep understanding of marketing strategy. - Consumer marketing understanding. - Study of different business.

Marketing

Activities and Societies: - Advertising techniques. - Sales promotion techniques.

Master Business In Marketing

Activities and Societies: - Organization and operation of marketing functions. - Methods of product determination. - Determining Channels.

Css - Certified Support Specialist

Toefl Training

Activities and Societies: TOEFL preparation proficiency : English listening, speaking, reading and writing Techniques.

Prepaid System

Voicemail Training

Unified Messaging 2.X

Mcse

MCP Windows NT Server 4.0. MCP Windows NT Workstation 4.0. MCP NT Server 4.0 Enterprise Technologies. MCP Internetworking Microsoft.

Marketing Mba, Marketing

Scrum - Agile

Activities and Societies: Comprehensive overview of the Scrum framework for agile project management. Basics of Scrum and the Scrum.