Maria Cecília Medeiros Email and Phone Number

Coordenação da equipe de atendimento nível 1 e 2 para suporte aos equipamentos (Hadware), através de acesso remoto e finalização/solução de todo o processo.Gestão de KPI (SLA, TMO, TMA, TO), traçando planos de ações para a melhoria na entrega e superação de resultados com objetivo de 70% e alcance de 91%. Mapeamento para melhoria de TMO e TME, através de monitorias do atendimento.Criação de fluxos e fluxograma para alinhamento de processos e otimização de atividades de cada setor Desenvolvimento do book de atendimento com direcionamento e utilização de processos.Implantação de Pesquisa de Satisfação (NPS, CSAT) e desenvolvimento através de score detrator.Implantação de atendimento via WhatsApp, Chat BOT e atendimento online.

Responsável pela implantação do Book de Atendimento (>514 procedimentos) para padronização de processos na central. Implantação do SSC – Self Service Client, aumentando a autonomia do cliente em 25%, com a disponibilização de 10% de procedimentos de maior volume na central ao cliente final, reduzindo a volumetria em 20%.

Level 1 and 2 service team, in equipment support solutions (Hadware), through remote access and completion / solution of the entire process.KPI management (SLA, TMO, TMA, TO), outlining action plans to improve service delivery with a goal of 70% and reach of 91%. Mapping development of TMO and TME, through monitoring of phrasing study of care.Responsible for the implementation of the Service Book (514 procedures) for standardization of processes at the exchange. Implementation of the SSC - Self Service Client, increasing the customer's autonomy by 25%, with the provision of 10% of higher volume procedures in the exchange to the final customer, reducing the volume by 20%.Creation of flows and flowchart for process alignment and optimization of activities in each sector and development of the service book with direction and use of processes.Implementation of Satisfaction Survey (NPS, CSAT) and development through score detrator.

Identifying new business for the company, customer prospect.Training to use and implement the system.Quality and Satisfaction Survey with employees through forms developed for the establishment.

Team leadership, conducting prospecting, relationships, satisfaction surveys and opportunities for selling vehicles, increasing business opportunities and Customer Satisfaction in our workshops by 15%.Participation in the implementation of a customer service system (Cosmo, VCOM and DirectTalk) and Interface with CRM;Presentation of management report, with Quality and Satisfaction Survey, with all 89 concessionaires in the group.Gold PIN award with brilliant for team development, presentation of best KPIs.

Team supervision for resolution of requests for benefits, made by the client's HR.Responsible for Corporate customer service, with high Share of Wallet, dealing with issues of receiving and delivering values ​​of processed orders;Treatment carried out from a portfolio of potential customers. Working with SUP system, payroll and WEB to send orders control.

Restructuring, creation and development of the 0800 Joias Vivara call center, with implementation of processes, goals and script. Integration and implementation of voice recording and telephone calls.Coordination of a team of 6 supervisors from a network of 58 stores in the national territory, checking their quality of customer service and loyalty;Team with 08 customer service analysts, focused on selling, solving issues related to jewelry and Etna products and customer relations.Team responsible for customer registration, linked to Marketing for direct mail distribution.Management of service teams, with the development of motivational campaigns (productivity / quality), goals and encouragement to obtain results;Administrative management, hiring and training of attendants for customer service;Coordination of communication activities with the customer (direct mail, store mailing, registration), internal communication, preparation of monthly comparative reports;Coordination and management of complaints (search for solutions and feedback) with customer satisfaction research and prevention to improve service;