Rafaela S. Email & Phone Number

São Paulo, Sp, Br

São Paulo, Brasil

Working at Simpress

Responsible for implementing the customer service operation in Brazil , which involves recruiting an operation team, operation mapping, and platform implementation based on the data architecture to get an omnichannel environment. Development of the customer journey to implement a relational ruler with customers in order to improve the NPS indicator, among others.The main goal is to offer an excellent experience for all customers with a sustainable operation through improvements continues based on methodologies such as six sigma.Knowledge in: Salesforce/Botmaker

São Paulo, Brasil

Responsible for the official Facily customer service channels.- Operation restructuring with the implementation of the Zendesk platform.- Review of CX indicators (TMA, NS, TME, SLA, C-SAT among others)- Implementation of the satisfaction survey- Creation of massive automation for ticket management with a focus on self-service to customers.- Improved FAQ.- Monitoring the creation of a virtual assistant for SAC and integrated humanized IVR with a focus on retention.Results obtained:- Operation backlog reduction- Transformation from a consultative SAC operation to a resolutive one.- Creation of new quality indicators for operation- Reduction of operational cost with EPS.

São Paulo, Brasil

São Paulo E Região, Brasil

Invited to start Botmaker Brasil's Customer Experience operation, I was the first employee in Brazil. This opportunity allowed me to implement the Customer Experience Brazil & Latam team. During this journey I developed: - Structuring the Onboarding, Ongoing, and Support teams. - Building the customer journey - Material construction and automation in the customer self-service process - Planning and execution of the e-Learning project for clients. - Creation of conversational bot using NLP for customer service - Structuring management processes and indicators (Churn Activations, NPS, SLA, Growth revenue) - Implementation and Integration of technology for management using Pipefy, Pipedrive, and Zendesk technologies among others - High performance in the results of the area management indicators - Customer event management (customer webinars)I work in a cross position that supports the Sales, Partnership, and LCS areas and with great interaction with the Technology team for feedback on product improvements, mapping of new features, monitoring and prioritization of the product roadmap.

São Paulo Area, Brazil

Management development and Customer relationship (middle and large companies) throughout Brazil and Latin America.Advisory services in projects Customer Care and Social Listening in agencies and companies focusing on sales new products and services (upselling) based on client’s strategies.Elaboration and monitoring of KPI’s.Planning and running events for clients and prospectsTeam management with focuses on results. Willing to study area by area to look for solution on social media projects. Knowledge in: Asana, GoodData, Salesforce, Scup, Sprinklr, Zendesk

São Paulo Area, Brazil

Responsible for Customer service Lead’s conversion with pipeline management Advisory negotiation, concoction presentation and proposal.Research of market prospecting strategiesKnowledge in: Highrise, GoodData, Salesforce e Zendesk

São Paulo

Customer service in Retail AuditContinues trade studies and point of sales strategies (price, market share, merchandising, etc), development of reports, presentation and relationship with the client’s portfolio.Client Portfolio: Bronw Forman, Cargill, Gallo, Diageo, Phillips Morris, Souza Cruz, Unilever.Knowledge in: QlikView, Excel

São Paulo Area, Brazil

Management of loyalty programs for points of sales Mapping and Capture of sponsorships Monitoring and measurement of large event results Negotiation with suppliers

Control of the comply and dissemination of SPC Regional goalsCollaboration in the planning of training to employeesExecution of employee recognition program – “Top Programa”Standardization of internal communication Organization of events for employeeAssistance in benefit controls Knowledge: SAP, PipeReports, Pipeline

Negocios Internacionales, International Business/Trade/Commerce

Relaciones Internacionales

Business Strategy

Customer Relationship Management – Crm

General English, Idiomas

Advertising And Marketing