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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Bachelor Of Food Engineering, Food Engineering

Master Of Business Administration - Mba, Project Management