• 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 and manage services, operations and people throughout the service delivery lifecycle.• 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 • 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 and manage services, operations and people throughout the service delivery lifecycle.• 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 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 expectations.• 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

• 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.

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.

• 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 • 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 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 • 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 of call opening tools with telephone service.• Call back to guarantee the quality of the service provided.• Generation of daily, weekly and monthly reports, bringing the metrics of calls (incidents/problems and requests). Show less

• 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 • 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 of monthly QoS reports, daily positioning and call back reports and satisfaction analysis.• Participation in meetings with the management for decision making and proposals for changes and improvements.• Preparation of a logbook, organization of changes (relocations) with the other teams involved (assets, maintenance, systems) and analysis of deadlines and budgets. Show less

• 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 relatórios de QoS, confecção de relatórios de EPO, levantamento de necessidades da equipe, levantamento de necessidades de mudanças, participação em projetos de implantação.de Thin Clients, participação no projeto da mudança de servidores.

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