Mariana A. Email & Phone Number

São Paulo, Brasil

• Responsible for all activities related to contractual obligations with customers with a focus on efficient and effective service. I work with the client portfolio at a strategic, organizational and operational level.
• I lead and manage small projects in the area of ​​business transformation, infrastructure and data migration to meet the needs of portfolio clients.
• I develop, monitor and communicate… Show more
• I develop, monitor and communicate compliance with the service level agreement (SLA), ensuring that all agreed commitments result in the customer experience in accordance with the contracted services and customer.
• I facilitate problem solving by creating points of contact between the company's technical team and the customer.
• I work with productivity, quality and behavior goals. Show less

São Paulo, Brazil

• Ministração das aulas de língua inglesa para todos os níveis de proficiência e faixas etárias.
• Realização dos treinamentos com o material didático específico referente aos níveis de proficiência.
• Aplicação de atividades e métodos de avaliação.

São Paulo, Brazil

IT focused Business Partner and Operations Coordinator of the sales force composed of 900 users, managing the support service provider partner. I worked in project management, contract renewal, budget control, billing audit, team coaching, demand delivery guarantee, escalation control, decision making and preventive actions.

São Paulo, Brazil

• Strong performance in crisis coordination, having supported the end-to-end incident process.
• Tactical Incident Manager and Strategic Incident Manager supporting the "Client Operations" in decisions making aimed at mitigating the impact on the client's business during crisis.
• Main responsible for Crisis Management, preparation and presentation of weekly and monthly reports on crisis management and critical incidents.
• Incident Manager responsible for updating and adapting the… Show more
• Incident Manager responsible for updating and adapting the process to new customer needs and validating Critical Incidents in terms of impact and urgency. Show less

• Responsible for a multidisciplinary team of 6 support analysts who provided N1 service and escalated calls.
• Responsible for SLA control and compliance, feedback, satisfaction surveys, metrics, daily and monthly results.
• Responsible for the scale control of professionals.
• Technical support to support analysts.

• Responsible for supporting Service Desk coordination, as well as controlling service queues, service metrics and analyst support.
• Active participation in migration projects (Lotus Notes for Outlook and Voip), focusing on end-user satisfaction.
• Main responsible for interacting with teams at the headquarters in NY, standardizing service and controlling calls.
• Preparation of time off, vacation and shift schedules.
• Preparation of materials and training of analysts in the use… Show more
• Preparation of materials and training of analysts in the use of call opening tools with telephone service.

• In addition to coordinating the Service Desk team, I performed N1 and N2 service, studied customer needs, developed improvement projects and was responsible for their implementation.
• I presented and implemented projects for changes and process improvements.
• Standardization of call opening model, call follow-up, call collection, attendance monitoring and call positioning with users, analysts and suppliers.
• Quality assessment of the team and support to analysts.
• Preparation… Show more
• Preparation of monthly QoS reports, daily positioning and call back reports and satisfaction analysis.

• Analysis of calls escalated to N2 and resolved them in N1, achieving a 60% reduction in calls escalated to local service, in all branches of Medial Saúde.
• Standardized the call opening model and implemented projects for changes and improvement in N1 service.

• Conference calls, timeline creation and status report.

• Era líder da equipe de Service Desk, atuando com atendimento N1 bilíngee, atendimento N2, abertura/fechamento de chamados, elaboração de procedimentos, confecção de relatórios de métrica de atendimento, confecção de.

São Paulo

• Fazia atendimento N1 e N2, abertura/fechamento de chamados, elaboração de procedimentos e confecção de relatórios de métrica de atendimento no Projeto IG.

Bacharelado, Portuguese Language And Literature

Master Degree, Philosofy

Tecnólogo, Computer Networks