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.

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.

• 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
• Manage and review operational reports (adherence to customer service, customer scorecard, metrics management reports);

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
• Ensure that service requests demanded by customers are executed in accordance with internal procedures and with quality.

• 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

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
• 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.