Nayara Fontes Email & Phone Number

São Paulo, Brasil

Support for internal B2B and B2C CX teams, helping to redesign activities to improve the experience with external customers.- refund process redesign for B2C Customers: mapping as-is process and to-be design, definition and management of routines, governance, indicators, analyzes and direct support for special cases - reduction of almost 50% in the SLA about refund process- define clear success goals (OKRs) and help teams achieve them- stakeholders management ensuring connection, communication and integration- direct and continuous work with the Product Team to identify opportunities to improve features in CRM tools/software to improve user experience- payment process review for B2B Partners and Consultants: definition and conduct of the meeting model to monitor the process- strategic task force to contact more than 300 partners by phone and WhatsApp with effective mapping of each one's pending issues

São Paulo, Brasil

Global support for more than 15 countries for ride sharing, payments and food businesses defining best models and practices for Customer Experience Operation local teams. Leader of a cross-functional team, project and process management focused on boosting the countries' maturity in the CX processes. 2020: support for Latin American teams (~9 countries)2021: support for Global teams (~17 countries)Activities:- contact reasons definition, implementation and equalization for driver and passenger. Project duration: 8 months- cross-functional squad leader (CX Ops, Data & Analytics and UX teams) responsible for leading all sprint steps that followed Scrum, as an agile project management model (discovery, planning, follow up, meetings, review, retrospective, etc.)- creating better standards and methodologies for SOPs, FAQs and playbooks - focus on discovering the root cause of problems- direct role and responsibility with Product team, helping to identify and design CRM internal improvements- support for new launch of categories and/or cities, helping with the model to be implemented in the CRM platform to configurations and resolutions of bugs/problems with other teams- focus on decreasing manual and individual processes carried out by countries and increasing CSAT (responsible for reviewing and defining the CSAT survey sending rule considering the contact reasons, channel and delivery time)Results:- More than 300 contact reasons equalized and standardized for 10 different business lines and implemented in 17 countries- In 8 sprints the average percentage of activities delivered was 74%- Reduced launch time for categories and/or cities from 30 days to 7 days

São Paulo, Brasil

First Customer Experience Operation Process Analyst focused on the driver's journey for the CX Brasil team.Activities:- mapping and design processes for all contact reasons and differentiated guidelines based on channel- macros/templates content creation that support the service for channel e-mail interaction- FAQs model, content creation and also key questions (forms customization) for drivers to answer in case they needed to contact the service team- member actively participating in the User Experience Program through agile methodologies (scrum) focused on decreasing the number of contacts per order (CPO) and increasing NPS- active continuous improvement cycle process review, macros and FAQ. Direct support in the design of automatic solutions (self-help) together with the Product teamResults:- 140 SOPs created for the service team's knowledge base- 70 FAQs created and configured in the Driver App Help Center

São Paulo, Brasil

Customer relationship analyst providing support to drivers and passengers through phone calls and e-mail messages.Activities:- provide the best customer support experience through customer service channels- daily and constant relationship and interactions with customers- focus on solving the customer's problem on the first interaction and ensuring high performance in CSAT and NPS- collect, organize and report feedback, data and suggestions from user interactions to further improve their lives in the 99 AppResults:- Analyst with the best performance in the quality score- Due to the performance, I had the opportunity to travel to another state and assist in the face-to-face service for drivers for almost a month- Creation an internal tools for the team to visualize their productivity

Barueri, São Paulo, Brazil

Responsible for direct support in the deployment of the Company's strategic guidelines from the tactical to operational level of the boards. Monthly monitoring and annual audit of KPIs and leader of the Excellence Program for restaurantsActivities:- use of the BSC (Balanced Scorecard) methodology in defining the main KPIs- monthly monitoring results and guidance with quality and problem solving tools: PDCA and SDCA, Pareto, Ishikawa, 5W2H to identify the main problems and build the improvement action plan- experience with management by guidelines and management by routine methodologies- target audits: analysis of all excel bases used by teams to check formulas and results in order to ensure that the reported numbers were correct- routine and process audit: audit of the management framework and workspace environment based on 5S- Program Excellence Leader for 470 BKB restaurants- creation of a control base in excel for monthly analysis results in the main KPIs and definition of improvement plans for the most critical processes in the restaurants- creation and dissemination of all internal communication involving the excellence program- direct support during the implementation of external software to control, manage and audit KPIs results

Minas Gerais, Brasil

- team leader responsible for defining the team's strategy, monitoring the progress of activities and ensuring the integration and prioritization of projects with other areas of FEJEMG- responsible for building the strategic planning of the area, definition about the main deliveries per quarter, managing the main projects ensuring the agreed deadline and quality- guidance to the team in the construction of unique and personalized development plans for companies focused on leveraging results. More than 50 companies were impacted and had better results- understand the individual demand of each company, always thinking about the main problem and the real root cause that each one had to offer programs consistent with this reality so that they can carry out more and better external projects- construction of internal materials to assist in the continuous improvement and also in the construction of a knowledge base

Minas Gerais, Brasil

- project consultant for three junior companies from totally different scenarios- responsible for analyzing the entire current structure, identifying the main offenders and gaps- discovery of the root cause of why these companies didn't reach the projects target number and revenue- action plan creation, process improvement and project management to monitor the progress of activities- control routine definition with the main stakeholders for visibility of the progress of the main activities

Minas Gerais, Brasil

- quality control of the entire cheese bread production line- analysis and optimization of losses along the production line: creation of an internal control in excel to map losses, which automatically generated comparative charts at the end- process mapping as is and creation of the sensory analysis process to be- assistance in the development of three new products- application and creation of teamwork training about Good Manufacturing Practices- creation of dynamics of engagement for employees- market analysis and selection of a supplier for making canasta cheese bread

Viçosa, Minas Gerais, Brazil

- support and guidance on strategic guidelines- internal tool creation and implementation in excel based on 5W2H methodology to control the internal action plans to achieve goals- organizations of engagement and integration events such as immersion, team building, dynamics, etc.- management of the main internal and external stakeholders

Viçosa, Minas Gerais, Brazil

- team leader responsible for ensuring the alignment and results achievement in the quality area- elaboration of the company's second strategic plan based on the BSC (Balanced Scorecard) methodology, with mission, vision, values definitions and also goals and indicators creations- study and use of tools such as the Management Excellence Model (MEG) of the Fundação Nacional da Qualidade (FNQ), SOPs (Standard Operating Procedures) creation and internal processes mapping- materials and playbooks creation about internal processes to ensure knowledge management with a effective knowledge base- knowledge of quality control tools such as 8S and ISO series standards used both in the company's internal routine and in external projects- root cause analysis and mapping of the main internal problems and design of improvement solutions- presentation of projects cases at state and national events- idealization, creation and management of external events to encourage the best practices sharing among junior companies

Viçosa, Minas Gerais

- monitoring of projects from negotiation with prospects to execution with customers - use of quality tools such as Pareto Diagram, Ishikawa, PDCA, flowchart, internal and external audits to identify possible improvements in projects- responsible for the visibility of the projects, including the creation and updating of the visible management wall and also for preparing the periodic reports about activities progress- key member responsible for leading the Integrated Projects Group with weekly studies about PMBOK (Project Management Body of Knowledge) from PMI institute (Project Management Institute) - materials and playbooks creation based on the PMBOK theory replicated to the reality of the company's external projects - review and correction of internal and external communication texts

Viçosa, Minas Gerais, Brazil

- team member responsible for welcoming exchange students- responsible for AIESEC direct sale to public and private schools, so that they could invest financially in the exchange students' projects- leader of the first project that a private school bought to sponsor some activities of the first exchange student at AIESEC Viçosa- team leader responsible for the management and activities definition

Bachelor Of Food Engineering, Food Engineering

Master Of Business Administration - Mba, Project Management