Mariana Silva Email & Phone Number

Responsável por uma das células do time de operações de clientes Premium (Key Accounts) desempenho papel fundamental no acompanhamento e garantia de eficiências dos maiores e mais estratégicos clientes da companhia.Principais responsabilidades:> Acompanhamento dos principais KPIs das operações dos clientes;> Análise estratégica de capacity e gaps internos;> Análise de dados de backlog;> Criação de planos de ação e acompanhamento de execução, intermediando entregas com os times responsáveis;> Atuação em casos de Crise;> Gerenciamento do processo de Incidentes e Problems;> Apresentações executivas;> Tratativas com executivos de alto nível dos clientes.> Desenvolvimento de Dashboards tático/operacionais; > Desenvolvimento de Dashboards para apoio estratégico; > Gestão e desenvolvimento de time;

São Paulo, Brazil

Responsável pelos setores de Implementação e CSM's do produtoThemis, sendo este voltado para escritórios de grande porte edepartamentos jurídicos de grandes empresas, com foco naconcepção de estratégias para as áreas e desenvolvimento dostimes para execução eficaz.Principais responsabilidades:> Acompanhamento do desenvolvimento e performance dosliderados (1:1, PDI, avaliação 360);> Estruturação de rotina tática/operacional e reestruturação dostimes;> Definição, acompanhamento e análise de métricas globais;> Monitoramento e controle de indicadores de cada área> Definição de estratégias de Sucesso de Clientes (jornada,webinars, treinamentos, ações de relacionamento, cases desucesso, manutenção de carteira, OKR's, etc.)> Participação junto ao time de produtos no processo de melhoriade captação de dados de uso do produto com foco emmonitoramento do engajamento dos clientes (Mixpanel)

Itu, São Paulo, Brazil

Responsible for the Customer Relationship Department composed by Customer Onboarding, Customer Care and Customer Success areas, Developed a fundamental role in the creation and execution of strategies for each area and in people management, seeking to deliver the best possible experience for customers through smarter processes and a high performance team.Responsibilities: > Promote the company's culture.> Foster innovation and interaction of team members in company actions.> Develop and manage OKR's.> Implement, execute and monitor action plans.> Define job descriptions, goals and expected results.> Monitor the development and performance of the team members through individual development plans and 1 on 1 meetings.> Structure tactical/operational and team building routines.> Define, monitor and analyze customer metrics.> Monitor and control indicators of each department area.> Create actions to reduce the company's Churn rates.> Create actions to increase customer engagement rates.> Create and maintain customer-oriented programs.> Improve customer's voice programs.> Evaluate constantly tools, processes, data and techniques used by each department area.> Optimize flows and processes.> Improve constantly processes with adjacent areas and leaders.> Develop strategic projections of future scenarios.> Develop and review the Customer Journey frequently.> Keep the team with high knowledge of the most current trends and Customer Experience strategies on the market.> Identify opportunities for Customer Success.> Collaborate in the development and maintenance of work playbooks.> Keep constant relationship with the other company areas.> Build relationship with customers in strategic situations.

Sorocaba, São Paulo

Data product development:> Normalize, model and integrate internal data and external tools by API's to Power BI.> Generate reports for different company areas.> Make assessments and structural improvements of existing models.> Audit and develop rectification action plans.> Develop dashboard for an overview of the audit study elements.> Develop dashboard for monitoring internal demands and customer KPI's.> Develop tools to provide extracts for the Investor Relations team internal use.Agile Management:> Act as Scrum Master of the development team focused on solutions for investors.> Monitor team members development (1:1, IDP and deliveries).> Monitor tasks and releases.> Facilitate Scrum ceremonies.> Configurate and improve internal processes constantly using the Jira tool.

Sorocaba, Brazil

Part of a startup focused on delivering results and reaching the maximum potential of customers. Responsible for leading the support team in order to ensure a differentiated and high-level service to resolve adverse situations quickly and assertively, maintaining customer satisfaction and confidence in the team and in the product.Responsibilities:> Define job descriptions and monitor expected results.> Structure routines and team performance monitoring.> Monitor individuals performance and development.> Improve internal and adjacent processes.> Help team members with technical investigations and complex issues.> Develop tactical/operational follow-up rituals and team building.> Develop strategic vision and projections of future scenarios.> Develop data products (dashboards and reports) for operational centralization and management information.> Participate actively in the Customer Journey development.> Spread the knowledge, prepare and promote classes: Scrum, Management 3.0 Tools, Customer Centric Culture, Customer Success, Service and Experience Techniques, Customer Reliability Engineering, Database and Data-driven. > Promote the company's culture.> Extract and analyze metrics based on the history of issues.> Create and develop OKR's.> Monitor and control the area indicators.> Participate in quarter closing ceremonies and strategic planning.> Study issues data and generate strategic inputs for product evolution.

Sorocaba, Brazil

> Structure the area, processes and support flows.> Implement and manage communication and issues control tools.> Create and optimize the knowledge base content.> Investigate, analyze and resolve adverse situations with customers.> Manage, diagnose and solve issues according to the SLO.> Send detailed information for development resolution in cases of code correction.> Analyze situations reported by customers in order to find internal failures or inappropriate use of the system.> Provide assistance to customers on features usability and improvements.> Execute configuration requests.> Implement active support using errors data from customer reliability monitoring.> Provide assistance in the implementation process.> Extract information from database for the Customer Success team.> Extract and analyze metrics based on issues history.> As a a secondary role: Part of the Product and Engineering teams, working in products planning, definition and development to specific innovation projects.

Sorocaba, Brazil

> Provide support to operation teams in a Deutsche Bank project of Volcker metrics calculations to analyze the financial situation demanded by the United States Federal Reserve System > Be constantly in touch with members of the project teams located in different countries (England, United States, India and Spain).> Control daily job executions.> Analyze process failures.> Verify input data for big data processes.> Analyze resulting data.> Analyze causes of incorrect results.

Oswego - Nt, Usa

> Exchange program scholarship at State University of New York- Oswego, NY, USA for three semesters. (GPA 3.92)

Oswego, Ny

> Summer internship.> Responsible for design and develop a web application for the zoo's internal routine management.

Sorocaba - Sp, Brazil

> Provide support to customers by remote access in complex cases and by telephone and e-mail in cases of doubt or simple problems.> Perform research consultancy for analysis and resolution of highly complex situations related to the ERP features and/or customer's environment.> Manage, diagnose and solve issues in different ERP modules according to the SLA.> Analyze situations reported by customers in order to find internal failures or inappropriate use of the system.> Send failure analysis to the maintenance department for code correction.> Write, evaluate and approve system documentation.

Sorocaba - Sp, Brazil

Help Desk> Provide support to customers by telephone and e-mail in case of doubts.> Manage, diagnose and solve simple problems of different ERP modules.> Analyze situations reported by customers in order to find internal failures or inappropriate use of the system.> Send simple failures analysis to the maintenance department for code correction.> Write and evaluate system documentation..System Development> Work with small teams in projects of custom features required by customers following the agile Scrum methodology.> Develop and implement custom features according to specifications, following company standards.> Develop unit and integrated tests of the implemented features.> Develop documentation and manuals (when necessary) for each project following company standards.

Specialist, Computer Software And Media Applications

Exchanged Student, Computer Science, 3.92

- Data Analytics - Parallel Computing - Software Engineering - Software Quality - Cognitive Science - Programming Through Mobile App.

Technologist, Systems Analysis And Development

Technician, Web Designer