Paula Melo Email & Phone Number

Salvador, Bahia, Brasil

São Paulo, Brasil

● Responsible for managing a 35 employees’ team, monitoring, training, and directing activities, to contribute to an objective work aligned with the business strategy. ● Advising on large national accounts in the retail sector, aiming at sales growth, operational performance, and customer satisfaction improvements.● Impact identification, analysis, and evaluation, as well as continuous risk monitoring and definition of operational strategies. ● In charge of providing solutions to optimize account operations and boost GMV, also working with strategic planning and monitoring of all KPIs, using analytics to improve business effectiveness and understand success factors.● Interface with supply chain, operations, sales, IT, legal, and customer experience (CX) teams, as well as collaborate with technology and product teams to improve operational productivity and user experience.● Preparation of management reports, monitoring of performance indicators and provision of subsidies to support strategic decision-making. Main tools used: SQL, Tableau, Metabase, Kanban and Scrum Main clients: Carrefour Group, Pão de Açúcar Group, Atacadão, Drogasil Network, Raia Network, Cobasi, Petz, Muffato Network, Assaí Network. Managed 100% of the Supermarkets, Pharmacies and Petshops portfolio in Brazil.Main results: (1) Restructuring of the customer success area, implementing onboarding, portfolios’ realignment, scopes with profiling and maturation. (2) Structuring the operations health score (CHS) for assertive efficiency and control. (3) Creation of a monitoring dashboard for the projects implemented by all areas. (4) Implementation of A/B tests that prove the inefficiencies of business rules applied, bringing improvements in the strategies execution, providing a 7% reduction in the rupture index (Retail KPI) of the markets and savings of 1 million BRL per month in sales losses.

Goiânia, Goiás, Brasil

● Working in the customer experience and customer success depertment, ensuring that all activities are performed in accordance with the standards, policies and guidelines established by the company.● People management in the regions of Goiás, Federal capital and Mato Grosso, monitoring and directing activities, to contribute to an objective work aligned with the business strategy. ● Active participation in the operational processes’ organization and management, being responsible for the continuous improvement of processes, seeking to improve the operations’ efficiency and quality.● Conducting results analysis and operational impact assessment to make data-driven decisions.● Contribution to governance projects and initiatives for Casa99, improving policies, regulations, and guidelines.● In charge of leading engagement, development and discussions related to the improvement of women's conditions within the company.● Preparation of management reports and monitoring of KPIs, presenting results to the executive board to support strategic decision-making.Main tools used: SQL and TableauMain customers: 99.Main results: Scopes redesign and headcount of the support area and face-to-face customer experience, resulting in an increase in area’s CSAT and NPS of 20%.

Goiânia, Goiás, Brasil

● Working as regional operations coordinator, being responsible for the operational teams’ management distributed throughout the Brazilian territory, leading more than 60 employees in different regions of the country, supervising logistics operations and ensuring that activities are executed effectively and efficiently in areas as diverse as the Midwest, North, Northeast and Minas Gerais.● Stakeholder management leadership, collaborating with internal customer experience (CX) and customer success (CS) teams, ensuring that customer needs and satisfaction are at the center of operations.● Development of logistical, commercial, and operational strategies that help drive business growth by analyzing operations performance, managing key performance indicators (KPIs) related to the delivery supply chain and contributing to operations remain within service level agreements (SLAs).● In charge of planning, monitoring, and reviewing the playbook of new processes, including the identification of opportunities for improvement and the development of plans to optimize activities.● Monitoring the new projects’ implementation, as well as training teams, assisting in the adoption of new processes and in the mindset change and organizational culture.● Responsible for the delivery of all management reports and monthly presentations within the deadlines stipulated by the company.Main tools used: SQL and TableauMain clients: Shopping mall chains such as Multiplan, BRMalls, AD, McDonald's, Spoleto, Grand Cru, Riachuelo.Main results: Construction of a Squad with the CX team for the implementation of the service bot, providing speed and fast customer services management, reduction of calls duplication, allowing a 15% reduction in improper calls from all accredited in Brazil.

Goiânia E Região, Brasil

● Responsible for managing operations in several cities, including Goiânia, Anápolis, Cuiabá, Campo Grande, Rio Verde and Palmas, performing the analysis of key performance indicators (KPIs) and formulating strategies to improve efficiency and achieve desired results, optimizing operations in diversified environments.● Active participation in the hiring and training of new employees, providing feedback to keep the team in constant development, in addition to coordinating stakeholders and creating individual development plans (IDPs), ensuring that teams continue to deliver high performance.● Contribution to the new operations’ launch and construction of standardized operational processes for the service area at the national level, allowing standards to be followed in all locations.● Member of the UberEqual diversity committee, contributing to the creation of actions and initiatives that promote diversity and social equality in the workplace.● Preparation of reports and monitoring of indicators of the area, to analyze possible strategies and their decision making.Main tools used: SQL, Tableau, Metabase, KPI'sKey Customers: UberMain results: (1) Elaboration and execution of high-performance internal processes, including the "Issue type" project, concerning the creation of logical trees for follow-up of calls and creation of action direction sheets. (2) Establishment of quality standards for services, optimization in the issues’ resolution and improvement of the escalation exceptions process.

Goiânia E Região, Brasil

● Taught Writing Technique classes for Public Competitions; ● Correction of essays.

Goiânia, Goiás, Brasil

● Follow-up of Uber's service areas in Goiás, Mato Grosso and Mato Grosso do Sul, working as team leader, managing customer service operations and drivers in a geographically wide region.● In charge of the quality audit process for the services provided in the Midwest region, reviewing and evaluating the quality of services provided to drivers and customers, ensuring that standards of excellence are maintained.● Responsible for organizing informative lectures for drivers, providing learning opportunities that aim to improve their experience as Uber partners.● Performing data analysis and creating strategies to achieve established metrics and goals, enabling decision-making based on quantitative and qualitative information.● Active participation in market and competition analysis to identify trends and opportunities in the Midwest region, contributing to the formulation of effective business strategies.● Preparation of management reports, performance indicators and executive presentations to the executive management.Main tools used: SQL, Tableau, Metabase, KPI'sMain customers: Uber.Main results: National prominence in KPI performance and processes, thus resulting in the internal promotion for the first Team Lead in Brazil, responsible for creating the position’ scope that would be launched globally.

Goiânia E Região, Brasil

Goiânia E Região, Brasil

● Provision of services for Uber.

Goiânia E Região, Brasil

● Support in the company's management area, focusing on financial administration, operational and logistics processes; ● Responsible for controlling income and expenses; ● Management of routine tasks essential to the functioning of the organization, such as issuing documents, updating records and serving suppliers and customers.

Goiânia E Região, Brasil

● Responsible for closing new deals and bringing revenue to the company.

Brasília, Distrito Federal, Brasil

● Support in the company's management area, focusing on financial administration, operational and logistics processes; ● Responsible for controlling income and expenses; ● Management of routine tasks essential to the functioning of the organization, such as issuing documents, updating records and serving suppliers and customers.

Brasília, Distrito Federal, Brasil

Bachelor’S Degree, Data Science

Bachelor’S Degree, Management Processes

Bachelor’S Degree, Law

Incomplete