Ana Cristina Oliveira Email & Phone Number

Rio De Janeiro, Rj, Br

Rio De Janeiro, Rio De Janeiro

- Reported to the Director of Customer Relations.- Nine direct and 110 indirect reports.- Responsible for chairing the cross-departmental Customer Experience Committee and for the continuous improvement process, as well as representing the company on consumer relations issues with ANATEL and consumer protection agencies.- Development and management of digital and self-care channels. Definition of the customer care strategy and processes, and the customer experience model for the consumer and corporate segments.- Management of technical projects to improve customer service and customer experience.- Responsible for the management of both relational and transactional surveys.

Rio De Janeiro Area, Brazil

- Reported to the Director of Customer Relations.- Nine direct and 110 indirect reports.- Responsible for chairing the cross-departmental Customer Experience Committee and for the continuous improvement process, as well as representing the company on consumer relations issues with ANATEL and consumer protection agencies.- Development and management of digital and self-care channels. Definition of the customer care strategy and processes, and the customer experience model for the consumer and corporate segments.- Management of technical projects to improve customer service and customer experience.- Responsible for the management of both relational and transactional surveys.

Rio De Janeiro Area, Brazil

- Reported to the Senior Director of Corporate Solutions.- Five direct and 300 indirect reports. - Responsible for the management of pre-sales of corporate landline and mobile products at the national level, including the customization of solutions, contractual issues and oversight of the implementation and activation of landline services.- Management of post-sales, including billing and customer services of landline services, with a focus on customer satisfaction.

Rio De Janeiro Area, Brazil

- Reported to the CEO.- Four direct and 80 indirect reports. - Established the Strategic Initiatives Office to promote integrated program execution via 16 strategic projects, which included about 170 priority initiatives. - Responsible for Corporate Quality Governance (quality committees and continuous improvement processes). - Responsible for managing the Ombudsman service and for consumer affairs issues with ANATEL and consumer protection bodies. - Responsible for crisis and change management via ANATEL index improvement plans, network quality management and monitoring/analysis of the telecommunications’ sector quality indices. - Set up, managed and sponsored the Lean Six Sigma program intended to build an operational efficiency culture in the company.

Rio De Janeiro Area, Brazil

- Reported to the COO. - Four direct and 80 indirect reports. - Responsible for setting up the Corporate Quality and Quality Governance Department and for building the client care culture, through quality committees, regional meetings, annual network quality plans and continuous improvement teams. - Responsible for managing the Ombudsman service and for consumer affairs issues with ANATEL and consumer protection bodies. - Managed the whole ISO 9001 and 14001 certification process and strategic projects such as the National Solid Waste Policy and the ISE Action Plan.

Rio De Janeiro Area, Brazil

- Reported to the CEO.- Seven direct and 40 indirect reports.- Responsible for setting up and managing the national Ombudsman service, with regional support and a specialized customer service team. - Led continuous improvement committees and projects in the area of customer satisfaction. - Built and maintained links with ANATEL and consumer protection bodies on service quality issues.

Rio De Janeiro Area, Brazil

- Reported to the CEO- Member of the team responsible for reorganizing the company, coordinating activities and projects in support of the new strategy to reposition the company for the Latin American market. - Supported the CEO during the merger of the company with TIM, with a particular responsibility for HR, operations, and client and supplier relations.

Miami/Fort Lauderdale Area

- Reported to the CIO. - Responsible for setting up and managing the Customer Support and IT Operations departments in Brazil and the USA for blah!, a VAS supplier to mobile phone operators in the USA, Latin America and Asia.- Managed client relations, covering all the operational aspects of service delivery.

Rio De Janeiro Area, Brazil

- Reported to the CIO.- Responsible for setting up IT Operations department in Brazil and the USA for blah!, a VAS supplier to mobile phone operators in the USA, Latin America and Asia.

Managed teams of analysts and external consultants to develop IT services in Maxitel, a TIM wireless start-up. Responsible for all project management aspects (from requirements definition to final delivery of services to the end users) and for post-implementation support in production.

Mba, Business Administration

Bachelor, Business Administration

Diploma, Data Processing Technology

Apg Middle

Leadership Development Program