Raphael Sena Email & Phone Number

São Paulo, Brasil

Fortaleza, Ceará, Brazil

- Garantir a entrega de todos os KPIs (SLA, Produtividade, CSAT, ABS, adesão, AHT, FCR...) em diferentes canais como chat, e-mail, telefone e WhatsApp de forma saudável sem afetar a saúde financeira, e o acordo contratual com o cliente;- Responsável por toda a linha de negócios de Atacado e Varejo, bem como toda a linha de negócios de mobilidade;- Maximizar a geração de receitas para alcançar projetos financeiros de longo e curto prazo;- Liderar discussões estratégicas e sessões de… Show more - Garantir a entrega de todos os KPIs (SLA, Produtividade, CSAT, ABS, adesão, AHT, FCR...) em diferentes canais como chat, e-mail, telefone e WhatsApp de forma saudável sem afetar a saúde financeira, e o acordo contratual com o cliente;- Responsável por toda a linha de negócios de Atacado e Varejo, bem como toda a linha de negócios de mobilidade;- Maximizar a geração de receitas para alcançar projetos financeiros de longo e curto prazo;- Liderar discussões estratégicas e sessões de planejamento para alinhar nossas soluções visando o objetivo e os negócios do cliente;- Analisar e relatar a saúde da conta, oportunidades de expansão e fatores de risco;- Desenvolver e manter relacionamentos próximos com os stakeholders e tomadores de decisão da empresa;- Responsável pela gestão de mais de 900 pessoas (líderes e não líderes) em um produto focado diretamente na área tecnológica;- Estabelecer um relacionamento de longo prazo com clientes-chave a fim de garantir que suas necessidades de negócios sejam bem atendidas por uma equipe multifuncional e extremamente competente;- Executar projetos envolvendo análise quantitativa, pesquisa operacional e desenvolvimento estratégico;- Analisar o feedback dos clientes e as tendências do mercado para identificar oportunidades de melhorias em nossos produtos eserviços. Show less

São Paulo, Brazil

- Carry out the monitoring and analysis of results and indicators and intervene in cases of production deviation;- Experience with risk analysis and fraud prevention teams;- Manager of the Legal team, which is responsible for handling cases from different instances such as Procom, Consumidor.gov, and Proconsumidor.- Support team leaders in identifying development opportunities;- Understand the needs of stakeholders and propose strategic actions;- Continuously monitor and improve… Show more - Carry out the monitoring and analysis of results and indicators and intervene in cases of production deviation;- Experience with risk analysis and fraud prevention teams;- Manager of the Legal team, which is responsible for handling cases from different instances such as Procom, Consumidor.gov, and Proconsumidor.- Support team leaders in identifying development opportunities;- Understand the needs of stakeholders and propose strategic actions;- Continuously monitor and improve operational and service processes;- Create a sustainable culture of high performance and a healthy organizational environment;-Strong team cooperation and leadership: able to drive a team on working on cross-functional projects;-Execute projects involving quantitative analysis, operational research, and strategy development. Show less

• Analyze and maintain all Customer Service Level Agreements;• Maximize revenue generation to achieve long and short term financial projects;• Participate in business analysis with the client;• Select, train, develop and manage the performance of my team members including planning and assigning work to the team in accordance with the organization's policies and applicable legal requirements;• Manage and review operational reports (adherence to customer service, customer… Show more • Analyze and maintain all Customer Service Level Agreements;• Maximize revenue generation to achieve long and short term financial projects;• Participate in business analysis with the client;• Select, train, develop and manage the performance of my team members including planning and assigning work to the team in accordance with the organization's policies and applicable legal requirements;• Manage and review operational reports (adherence to customer service, customer scorecard, metrics management reports);• Create and maximize relationships with partners and customers;• Provide leadership and guidance to the direct team to ensure consistent administration of the company's policies and standards;• Conduct regularly round tables with the direct team to review individual performance, the performance of your team and offer ongoing development coaching;• Create a positive work environment through employee involvement;• Presentation of results to senior management, both internally and externally (in Portuguese and /or English); Show less

Natal, Rio Grande Do Norte

• Guide, supervise and execute the activities inherent to the operation;• Team Management: responsible for a team with more than 10 supervisors and more than 200 specialists;• Follow the Forecast, Capacity sizing (internal and external), definition of operational goals and adherence to planning;• Generate value for other areas of the company, support decision making, through data and information relevant to the experience of our customers;• Ensure that service requests demanded… Show more • Guide, supervise and execute the activities inherent to the operation;• Team Management: responsible for a team with more than 10 supervisors and more than 200 specialists;• Follow the Forecast, Capacity sizing (internal and external), definition of operational goals and adherence to planning;• Generate value for other areas of the company, support decision making, through data and information relevant to the experience of our customers;• Ensure that service requests demanded by customers are executed in accordance with internal procedures and with quality.• KPIs: able to manage KPIs like SLA, TPH, AHT, CSAT; Quality assurance, identifying trends, spikes and queuing behaviors. Show less

• Chat support related to Streaming Service;• Acting in the management of the team and with customers in order to provide solutions that solve the challenges and pre-established goals;• Work together with the team to maintain a strong relationship with the main objectives of the clients;• Provide leadership, inspiration, guidance and career development to team members;• Execute projects involving quantitative analysis, operational research and strategy development.•… Show more • Chat support related to Streaming Service;• Acting in the management of the team and with customers in order to provide solutions that solve the challenges and pre-established goals;• Work together with the team to maintain a strong relationship with the main objectives of the clients;• Provide leadership, inspiration, guidance and career development to team members;• Execute projects involving quantitative analysis, operational research and strategy development.• Participate in internal and external meetings, periodically presenting reports, projections, goals and results• Maintain the monitoring and potential development of the team, preparing managerial and strategic reports in order to carry out performance evaluation and provide guidance to the support areas.• Monitor the performance of the operation: Operational indicators;Work in training and team development Show less

Natal, Rio Grande Do Norte

• Phone support related to Streaming Service;• Acting in the management of the team and with customers in order to provide solutions that solve the challenges and pre-established goals;• Work together with the team to maintain a strong relationship with the main objectives of the clients;• Provide leadership, inspiration, guidance and career development to team members;• Maintain the monitoring and potential development of the team, preparing managerial and strategic reports in… Show more • Phone support related to Streaming Service;• Acting in the management of the team and with customers in order to provide solutions that solve the challenges and pre-established goals;• Work together with the team to maintain a strong relationship with the main objectives of the clients;• Provide leadership, inspiration, guidance and career development to team members;• Maintain the monitoring and potential development of the team, preparing managerial and strategic reports in order to carry out performance evaluation and provide guidance to the support areas.• Monitor the performance of the operation: Operational indicators;Work in training and team development Show less