Patricia Carvalho Souza Email & Phone Number

Rio De Janeiro, Brasil

Rio De Janeiro, Brasil

Rio De Janeiro, Brasil

Working directly with the customer by proactively reaching out them to resolve payment exceptions on the platform.Interface with the Product, Engineering, Treasury and Support teams, using the customer feedback and critical analysis of the platform usability to enhance the platform and mitigate user issues.- Acting as a BP between the Support and Treasury teams, by answering requests related to money movement and payment workflows.- Analyzing data regarding those requests to… Show more Working directly with the customer by proactively reaching out them to resolve payment exceptions on the platform.Interface with the Product, Engineering, Treasury and Support teams, using the customer feedback and critical analysis of the platform usability to enhance the platform and mitigate user issues.- Acting as a BP between the Support and Treasury teams, by answering requests related to money movement and payment workflows.- Analyzing data regarding those requests to identify internal stakeholders pain points and most frequently asked questions.- Creating and presenting trainings and internal content to the client facing teams (CSMs and support), focusing on giving them autonomy to solve payment related issues on their own.- Collaborator on a hackathon project to improve the usability and design of a platform tool, reducing customer effort and support tickets. Show less

Rio De Janeiro, Brasil

Working in the operation support area (technicians' call center), with data analysis and development of improvement projects, focusing on optimization and automation of existing operational processes in the service team. Interface with squad leaders, area managers, last mile and technology teams for presentation, scope definition and monitoring implementation of new projects.Projects developed:- Service Channel: Implementation of service via WhatsApp channel with 25%… Show more Working in the operation support area (technicians' call center), with data analysis and development of improvement projects, focusing on optimization and automation of existing operational processes in the service team. Interface with squad leaders, area managers, last mile and technology teams for presentation, scope definition and monitoring implementation of new projects.Projects developed:- Service Channel: Implementation of service via WhatsApp channel with 25% productivity gain. Show less

Niterói, São Gonçalo, Petrópolis, Teresópolis, Saquarema E Juiz De Fora

Main activities: operational management of last Mile logistics team- Team leadership of 17 people in 6 cities (RJ/MG States)- R&S processes- Goals and KPI's management- Helping on Hub's operation planning- Capex efficiency management in the Southeast region (reverse logistics processes)

Rio De Janeiro E Região, Brasil

Main activities: operational management of third party logistics providers.- Definition of distribution strategy (definition of SLA based on capacity, area of action);- Continuous improvement in the field service (technical visits, incentive program for technicians and benchmarking between branches);- Migration of the operation between the third party’s and company’s hubs; - Dissemination of the company's culture to the logistics partners, in order to standardize our field… Show more Main activities: operational management of third party logistics providers.- Definition of distribution strategy (definition of SLA based on capacity, area of action);- Continuous improvement in the field service (technical visits, incentive program for technicians and benchmarking between branches);- Migration of the operation between the third party’s and company’s hubs; - Dissemination of the company's culture to the logistics partners, in order to standardize our field service;- Management of monthly invoicing;- Design of special demands (large events and key account clients);- Relationship with internal clients (sales, customer support and logistics) Show less

Rio De Janeiro E Região, Brasil

Main activities: attendance to the field operation, monitoring logistics' internal ombudsman , support internal communication- Assistance to the technicians and sales team, solving any problems with Service Orders.- Monitoring customer and commercial demands and complaints.- Analysis of root causes for reported operational problems.- Interface with logistics partners to deal with identified problems.- Report analysis of errors in the operation, proposing themes and… Show more Main activities: attendance to the field operation, monitoring logistics' internal ombudsman , support internal communication- Assistance to the technicians and sales team, solving any problems with Service Orders.- Monitoring customer and commercial demands and complaints.- Analysis of root causes for reported operational problems.- Interface with logistics partners to deal with identified problems.- Report analysis of errors in the operation, proposing themes and materials for training.- Logistics Training for customer support team.- Support Team Leadership (4 people) - aimed at improving the integration and communication between the field and office teams, always seeking the best customer experience. Show less

Rio De Janeiro E Região, Brasil

Main activities: customer service, training and engagement for customer relationship team.- Direct customer service through telephone and email channels.- Analysis and resolution of Customers problems, raising feedback and improvement proposals for the company.- Integration project - organization of events for the integration of new team members.- Project of engagement - organization of the gamification project within the area, aiming to recognize and reward the talents, as… Show more Main activities: customer service, training and engagement for customer relationship team.- Direct customer service through telephone and email channels.- Analysis and resolution of Customers problems, raising feedback and improvement proposals for the company.- Integration project - organization of events for the integration of new team members.- Project of engagement - organization of the gamification project within the area, aiming to recognize and reward the talents, as well as help to strengthen the corporate culture.- Training - creating content and instructing new hires on company's logistic operation, their processes and procedures. Show less

Duque De Caxias, Rj, Brasil

Main activities: environmental management support and kpi's management.- Legal requirements’ Management (Cal IUSNATURA)- Monitoring of processes and indicators of atmospheric emissions, effluents and industrial waste.- Internal and external audits.- Support in environmental licensing processes.- Elaboration of the Greenhouse Gases Report from Duque de Caxias’ industrial plants.Application Project: Improvement in the Systematic Analysis of Greenhouse Gas Inventory… Show more Main activities: environmental management support and kpi's management.- Legal requirements’ Management (Cal IUSNATURA)- Monitoring of processes and indicators of atmospheric emissions, effluents and industrial waste.- Internal and external audits.- Support in environmental licensing processes.- Elaboration of the Greenhouse Gases Report from Duque de Caxias’ industrial plants.Application Project: Improvement in the Systematic Analysis of Greenhouse Gas Inventory (GHG) data.- Surveying industrial emission’s historical data.- Creation of a DB with historical information.- Development of dashboard for comparative analysis of plant evolution.- Standardization of the data collection procedure for DCX plants. Show less

Rio De Janeiro, Brazil

Main activities: support to thermoelectric power plants’ projects.- Preparation of technical reports, thermal and raw materials analysis.- Support in the registration of thermoelectric power plants in EPE auctions- Development of a study on technologies for producing energy from renewable sources.

Niterói, Rio De Janeiro, Brazil

Technical Design Tutor.Development of handout materials for use in the classroom and assistance of students in alternative schedules for homework resolutions and clarification of doubts.Project: Frequent Errors in Technical Design and Orientations in Isometric Perspective.

Executive Mba, Environmental Studies

Extension Course, Supply Chain And Logistics Analyst

Bachelor'S Degree, Chemical Engineering, 7.5

Chemical Engineering, 4.0

Science Without Borders Exchange Program

High School Diploma

Activities and Societies: Jr Achievement - Mini Company 2008 - Member of the financial team in the company "SE JOGA!" - JA MINI Compay.