Priscilla De Simone Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brasil

Responsibilities:Developed and optimized quality processes, implementing new standards and methodologies that improved overall service performance and complianceProvided actionable insights through data analysis and performance metrics, enabling data-driven decision-making and continuous improvementManaged BPO QA operations, ensuring seamless integration and alignment of outsourced functions with internal processes and objectivesOversaw stakeholder management, maintaining strong relationships with key stakeholders and effectively communicating project updates, changes, and improvements.

São Paulo E Região, Brasil

I was responsible for managing a 4 QA auditors team and 3 L&D specialists, overseeing their daily activities, performance, and professional development. I also developed and implemented quality assurance processes, ensuring adherence to company standards and improving overall service quality.

São Paulo E Região, Brasil

I was responsible for managing a 12 customer specialists team. Our role was to meet the legal demands coming from Procon. I interacted with legal and customer team in order to find the best solution for our customers. .

São Paulo E Região, Brasil

I am responsible for managing a 20 auditor quality and team, crafting and delivering consumer friendly messaging about Uber to bring to life the brand’s values and positioning on an effective manner. This was achieved by nurturing the connection between Customer Support, Operational, Learning and Quality teams to manage project development, customer satisfactions and new business models. Main highlights:Developed and integrated a role model to measure auditor productivity and performance. Developed a dashboard with audits results to understand support agents difficulties. Proposed solutions to integrate quality team and helped to improve quality organizational climate.

São Paulo E Região, Brasil

Responsibilities:I am responsible for identifying improvement opportunities in customer services processes and suggest new procedures to increase customer satisfaction.This was achieved by nurturing the connection between the Commops, Ops, Learning and Quality areas to build standards and improve the efficiency of BPO services. Main highlights:Develop and improve UberEats support logic. Working together with commops and ops teams, we were able to launch UberEats in Sao Paulo and prepare BPO to serve three kinds of customers: eaters, couriers and restaurants.Coordinate the update of support logic and knowledge content to keep up with the changes of product operation. Review set of processes and policies to identify the drivers and root cause of dissatisfaction or poorest customer experience, and work with local teams to improve them.Support creation and maintain a communication flow with Contact Center vendor to smooth the launch of new services.Generate and analyze content volume database and customer satisfaction results to provide insights and support business decisions aimed at improving our customer excellence processes

São Paulo E Região, Brasil

Responsibilities:Analyze critical gaps in client service of Santander’s credit cards sales and support by examining databases and suggesting changes in help material to increase customer satisfaction. Led learning actions to BPO’s team leads in order to improve reading and assimilation of help material. Gather key insights from the QA process to recommend quality improvements and make key business and product decisions.

Bacharelado, Educação Física

Processos Gerenciais, Business/Commerce, General