Milena Secall Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brasil

I play a crucial role in supporting the customer service sector and enhancing user experience, working within the operations in Brazil, Argentina, Chile, and Colombia. My responsibilities include:- Providing assistance and technical support to Tembici customers and customer service agents, ensuring a positive and efficient experience.- Identifying, analyzing, and resolving issues reported by users and agents, seeking quick and effective solutions to ensure customer satisfaction.- Actively proposing improvements and new processes to support the customer service team, always aiming to enhance service quality and minimize associated risks.- Handling data to justify changes and propose new perspectives, ensuring decisions are based on concrete and relevant information.- Collecting feedback from users and suggesting improvements to the processes and services offered by Tembici, contributing to the company's continuous evolution.

São Paulo, Brasil

I act mainly in the subsectors of Monitoring (Quality), Communication with internal and external customers, Employee Experience and Training. The main practices of which are:- Creation of videos and subtitles to improve communication and understanding of processes.- Research, development and production of online and face-to-face courses (whether training or workshops), providing an effective platform for training the team.- Macro planning and preparation of schedules to ensure efficient management of activities.- Internal communication to keep everyone involved updated on projects and initiatives.-Contribute to creating a positive and collaborative work environment, ensuring that the employee experience is in line with the company's values.- Elaboration of comprehensive FAQs for several projects, improving the customer experience.- Monitoring key performance indicators (NPS, CSAT, MQL) and preparing strategic reports to support decisions.- Development of a detailed process for assessing the quality of care, ensuring high standards through monitoring.

São Paulo, Brasil

Amongst the developed activities were: - Assist customers by social medias, "Reclame Aqui", email and chat providing support for questions or eventual problems during the brand experience; - Contribute to the design and to construct the best experience, I was ensure to transform insights into actions, encouraging the company’s culture of continuous improvement; -Helping to maintain our high level of satisfaction and performance; And, mainly to recover clients - Participate in projects in the area - developing and contributing to create an innovative, friendly and fast-growing environment; -Suggest and implement improvements in our processes and communications, acting with parity with other business teams;

Amongst the developed activities were: - Assist customers by phone, email and chat providing support for questions or eventual problems during the brand experience; - Contribute to the design and to construct the best experience, I was ensure to transforme insights into actions, encouraging the company’s culture of continuous improvement; -Monitor and actively participate in key CX metrics, helping to maintain our high level of satisfaction and performance; - Participate in projects in the area - developing and contributing to create an innovative, friendly and fast-growing environment; -Suggest and implement improvements in our processes and communications, acting with parity with other business teams;

São Paulo, Brasil

Mainly responsible for prospecting new customers. Performing by various means (including LinkedIn, email and phone); Responsible for managing club committees, inviting members and suggesting themes; Support in the organization of events and conferences; Maintain and update CRM with records of customer interactions in internal data systems - SalesForce; provide administrative support to Strategic Accounts; and Assistance in the preparation of market research reports, internal briefings, customer visit program;

São Paulo, São Paulo, Brasil

Provide administrative support to the Strategic Accounts team; Maintain and update records of interactions with customers in the internal data systems; Assistance in the preparation of market research reports, internal briefings, visits program for clients; Support in organizing events; Support to the team in identifying business opportunities for UK companies; Monitoring meetings with Brazilian and British companies, both in person and virtually; Assist the sector team in the analysis of trade data, news and sectoral information related to the Infrastructure sectors in the preparation of meetings, including analysis and development of agendas and general support for the event.

São Paulo

Inside sales: Under the responsibility of the direct contact with the customer, proposing freight and conducting negotiations. In addition to being responsible for communication within the team, and metric reports for the area and customers. Customer Service Team: Responsible for confirming the Bill of Lading, adjusting routes and ships for landings and transshipments.

Amongst the activities developed were: Contact with different departments, seeking to understand about the activities of the different areas. Thus, in addition to the risk analysis, the search for alternatives to mitigate them was carried out.

Bacharelado, International Relations And Affairs

Bacharelado Em Ciências Humanas, Ciências E Humanidades