As the Executive Operations Manager, the responsibilities encompass leading the front and back office teams for customer service, initiating and overseeing the execution of activities provided by the network of service providers in the automobile and home business lines, engaging the entire team, and developing inspirational leadership through example.Como Gerente Executiva de Operações, as responsabilidades incluem liderar as equipes de Nível 1 (front office) e N2 (back office - acionamento, canal prestador e CCO) para o atendimento ao cliente, iniciar e supervisionar a execução das atividades fornecidas pela rede de prestadores de serviços nas linhas de negócios automotivo e residencial, envolver toda a equipe e desenvolver liderança inspiradora por meio do exemplo para atingir resultados excelentes.

SUYUS COACHING & MENTORINGProvocar. Refletir. Transformar.A Suyus é uma empresa de Coaching e Mentoria.Usando conceitos, técnicas e ferramentas cientificamente comprovados, oferecemos um processo de Coaching e Mentoria que auxilia nossos coachees e mentorados a alcançarem seus objetivos. É um processo transformador, no qual o desenvolvimento pessoal e profissional leva a um aumento nos resultados positivos em várias áreas da vida. Junte-se a este programa para compreender o seu propósito, desenvolver-se e sentir-se realizado.Website: https://www.suyuscm.com/Suyus is a Coaching and Mentoring company.Provoke. Reflect. Transform.Using scientifically proven concepts, techniques, and tools, we provide a Coaching and Mentoring process that assists our coachees and mentees in achieving their goals. It's a transformative process, where personal and professional development leads to an increase in positive outcomes in various areas of life. Come join this program to understand your purpose, develop yourself, and feel fulfilled.

We are a group of professionals who are disturbed by social dissonance and structural racism in Brazil. Recognizing the privileges granted to us by this structure, we are uncomfortable working amidst only the privileged like ourselves and would like to change this reality by extending these privileges, which structurally are exclusive to non-Black individuals in Brazil. We will do this by aiding in the empowerment and development of new Black leaders within companies in Brazil and around the world, so that through a mentoring methodology, they have more tools to overcome the barriers imposed by the system.Activities: UUKA Mentoring for Senior Leadership,Customized UUKA Mentoring Program within companies to meet their needs,Senior Leadership Mentoring for Black Affinity Group,Mentoring and professional development for employees,UUKA Mentoring for Black Affinity Group,Corporate Literacy,Affirmative Job Postings,Affinity Groups - creation and maintenance, ALLY PROGRAM,Corporate Engagement,Awareness Programs,D&I Dashboard - Analysis and diagnosis,Initiative tracking and results evaluation,Inclusive Corporate Advancement.

Na TO Brasil, como head comercial de Digital BPO, responsável pelo projeto para reestruturar a área de atendimento ao cliente B2B, B2C e/ou B2B2C em jornadas de excelência aos clientes.Na Topmed, como diretora do atendimento com canais integrados e otimização de processos. O destaque foi a gestão dos serviços durante a pandemia em Florianópolis, considerada a melhor resposta à COVID-19 no Brasil.No projeto WORC, houve uma transição bem-sucedida de B2B2C para Customer Success, com melhorias nas taxas de resolução no primeiro contato e retenção de clientes.No projeto Pessoalize, foram adotadas abordagens inovadoras para atrair clientes, fortalecendo a presença no mercado.No projeto AXS, destaca-se a implementação de rastreamento de KPIs para monitorar vendas, atividades pós-vendas e churn em toda a empresa.Esses projetos alcançaram alto nível de satisfação do cliente e retorno financeiro, refletindo a abordagem holística de atendimento ao cliente e foco no cliente.At TO Brasil, as the Commercial Head of Digital BPO, I'm responsible for leading the project to restructure customer service for B2B, B2C, and/or B2B2C in journeys of customer excellence.In the Topmed project, as the Director of Customer Service with integrated channels and process optimization, the standout achievement was managing services during the pandemic in Florianópolis, considered the best COVID-19 response execution in Brazil.In the WORC project, there was a successful transition from B2B2C to Customer Success, with improvements in first-contact resolution rates and customer retention.In the Pessoalize project, innovative approaches were adopted to attract customers, strengthening market presence.In the AXS project, the implementation of KPI tracking stands out, allowing monitoring of sales, post-sales activities, and churn across the entire company.These projects have achieved a high level of customer satisfaction and financial return, reflecting a approach to customer-centric focus.

As Digital Sales Project Manager at Reenergisa, my focus was on expanding sales through digital channels, including efficient e-commerce site management. Our approach included:🎯 Clear Goals and Focused Strategy: We set ambitious sales growth targets and reimagined our approach, crafting a customer-centric strategy aligned with digital trends for an exceptional buying experience.🛒 Efficient e-Commerce Management: Precision in managing our e-commerce site enhanced navigation, design, and functionality, ensuring seamless product discovery, detailed information, and effortless purchasing.📈 Data-Informed Decision Making: Utilizing detailed data analysis, we identified customer behavior patterns and e-commerce pain points. Agile real-time adjustments optimized flow, yielding higher conversions.🤝 Effective Personalization: Implementing e-commerce personalization strategies, we offered tailored recommendations based on purchase history and preferences, significantly boosting conversion rates.📢 Impactful Communication: Enhanced communication tactics included targeted email campaigns, social media outreach, and other channels, bolstering customer engagement and relationship strength.🔄 Continuous Iteration: Embracing ongoing enhancement, A/B testing optimized key product page elements and purchasing processes. Progressive, measurable outcomes were achieved.🌐 Expanded Reach: Partnerships and collaborations with industry influencers expanded our reach via e-commerce. These alliances amplified brand visibility, connecting us to a wider audience.🏆 Tangible Results: Our collective efforts led to substantial sales growth across digital channels, notably via our e-commerce platform. We exceeded goals, showcasing the potency of a customer-centric digital approach.I'm immensely proud of the team for their hard work and dedication in achieving these impressive outcomes. #DigitalSales #eCommerceManagement #CustomerCentricity

As Head of Customer Experience at Indra Minsait, I've achieved milestones across projects, operations, and the commercial sector that have left a lasting impact on customer journeys and contributed to remarkable outcomes.🔍 Operations/Clients - Exploring Memorable ExperiencesI led projects with renowned clients such as one of the largest digital banks - Nubank, 99, IFOOD, XP Investimentos, Enjoei, and Lendico. We elevated the customer experience across touchpoints, aiming for satisfaction, loyalty, and excellence in interactions. I ensured the delivery of all contractual KPIs, exceeding the expectations of these demanding clients.🚀 Implementation of the Customer Experience & Success DepartmentI spearheaded the creation of the Customer Experience & Success department, with a focus on continuous improvement. Cross-departmental collaboration, success metrics, and dedicated teams drove service excellence.📚 Comprehensive Training for Operations and Support TeamsI coordinated training for Operations and Support teams, aiming for empathy, efficiency, and effective issue resolution. Each customer interaction was enhanced, personalized, and impactful.💼 Commercial Sector - Market StrategiesIn the commercial arena, I prospected, onboarded, developed, and regained clients across diverse markets. Identification of unique needs guided personalized solutions that added value.These experiences have shaped my perspective on customer experience excellence as a competitive differentiator. I remain committed to innovation, collaboration, and continual enhancement of the customer journey, resulting in successful outcomes.#CustomerExperience #Results #Innovation #Excellence #CustomerJourney

As a Senior Operations Manager, I've overseen six operations, including two global ones, and spearheaded LATAM operations. My leadership thrives on rapport with teams and clients, unwavering pursuit of excellence, and exceeding KPI targets. Achieved with the stellar Operations team and cross-functional teamwork.🏆 Achievements & RecognitionPivotal in Concentrix's wins, securing Customer Moderno Award four times and coveted Client S/A Award twice. Global ventures with Mondelez saw exceptional social media results, hailed by Global VP of Operations in Costa Rica.🌐 Global Impact & Local TriumphsAt Intuit, we led with top-tier global outcomes, fostering high satisfaction locally and internationally, consistently earning accolades. Notably retained a risk-prone client, guiding centralization with Concentrix for early contract extension.🚀 Exemplary Client Partnerships & Ongoing GrowthIn Nubank operations, achieved remarkable results and robust rapport, CSAT 9 from demanding clients. This drove growth across segments, enhancing CNX's visibility.🎯 Strategic Collaboration & Sustainable SuccessMSD operations delivered sustained post-migration success, CSAT 9 reflecting content clientele. Led LTM operations, aced complex scenarios with CSAT 10, fostering team engagement.🔗 Cross-Functional Synergy & Client EngagementActively partook in interdisciplinary dialogues, fostering continuous improvement. Strong cross-functional teamwork through client interactions, insight gathering, and challenge addressing.🌟 Global Excellence Driver | Strong Client Bonds | Consistent Achievement 🌟#Leadership #OperationalExcellence #ClientEngagement #TeamCollaboration

As a Senior Executive, I've been entrusted with the responsibility of overseeing customer service and back office teams, ensuring timely KPI delivery, fostering a positive organizational climate, and driving efficient financial management. My relentless pursuit of top-tier quality indicators is supported by meticulous selection processes, impactful training, closely monitored reports, and leaders who make a difference!🌐 Management of Prominent AccountsI've successfully managed accounts for renowned brands, including Nissan, Enova - Simplic, Mi Brasil - Xiaomi, Renault, Jaguar Land Rover, and Audi. My consistent leadership has fostered enduring partnerships and remarkable outcomes.🏆 Distinguished RecognitionsHonored with the ABT Award in 2013 and the Bronze medal at the LATAM Award in 2014, I stand out for my operational excellence. I also earned the prestigious Consumidor Moderno Award in 2016, underscoring my dedication to customer satisfaction.My journey is an unwavering quest for excellence, propelling teams to achieve exceptional outcomes. Combining inspirational leadership, high-profile account management, and noteworthy recognition, I continue to make a positive impact in customer management.🌟 Elevating Teams to Excellence | Nurturing Enduring Partnerships | Earning Notable Recognition 🌟#Leadership #OperationalExcellence #CustomerManagement #ProfessionalRecognition

Adeptly led customer acquisition, growth, and recovery, while implementing operational excellence in sales and post-sales through audits and corrective actions. Achieved ultimate customer satisfaction by embracing a holistic approach.🚀 Leadership & Team DevelopmentManaged sizable teams by nurturing profiles, training, and leadership empowerment. Streamlined processes, reduced turnover, and boosted productivity to foster a culture of achievement.🔍 Insights & Customer-Centric StrategiesDeepened insights by analyzing feedback, complaints, and social interactions. Crafted strategies turning grievances into loyalty, accompanied by robust customer retention training.💡 Innovative Efficiency InitiativesIntroduced cost-cutting, revenue-boosting solutions, backed by accolades from institutional clients. Pioneered SAC 2.0 and proactive approaches to effectively engage leads.🌐 Strategic Contract Management & ReportingOrchestrated processes, finance, and administration, exceeding qualitative SLAs. Managed budgets, strengthening internal and external relationships.🏆 Awards & AchievementsEarned Ouvidoria and SAC 2.0 distinctions, surpassing objectives. My vision goes beyond tasks, crafting brand images and nurturing lasting client bonds.My journey embodies strategic leadership, operational agility, and unwavering customer focus, driving brand integrity and organizational success.🌟 Empowering Leadership | Customer Focus | Driving Success 🌟#StrategicLeadership #CustomerEngagement #OperationalExcellence #ResultsDriven

Management of the team in handling complaints from customers, dealerships, internal Peugeot departments, press, Procon, and legal actions.Development of processes and complaint handling.Team selection and training.Motivational and human development framework.Collaboration with the Peugeot Dealership Network (in loco), conveying customer feedback (complaint analysis), and providing training for customer service and retention.

🌟 Strategic Marketing Leadership | Empowering Educational Growth 🌟I have led and orchestrated strategic marketing initiatives with a diverse toolbox including Contact Center strategies, in-person interactions through monitored visits, external sales teams catering to high schools, and the development of specialized fairs and events in the educational sector. My focus includes fostering prospecting and service excellence through impactful strategies.🚀 Proactive Client Relations & Business DevelopmentMy proficiency in prospecting, onboarding, nurturing, and recovery has consistently driven client engagement. My leadership in establishing excellence across pre-sales and post-sales domains, supplemented by audits and corrective actions, has been pivotal in ensuring end-customer satisfaction.🔍 Enhanced Interpersonal Skills & Team ManagementMy adeptness in fostering interpersonal relationships is exemplified by my experience in overseeing up to 10 teams, 20 leaders, and 300 employees. The continuum of their development, from recruitment to empowerment through training and continuous education, reflects my dedication to driving growth.📞 Strategic Contact Center ImplementationI have successfully led the establishment of a robust Contact Center at Universidade Anhembi Morumbi, encompassing both active and reactive outreach, electronic channels (emails and chat), and on-site interactions for two distinct segments: prospects and clients.📊 Outsourced Contact Center ManagementMy skills extend to overseeing the outsourcing of Contact Center operations, starting from crafting bid documents, analyzing proposals, and supporting supplier selection based on detailed evaluations of finalists.🌐 Market Expansion & Strategic PartnershipMy proactive stance includes identifying novel market inclusion opportunities for the educational sector, particularly in collaboration with Foccus Group. I seek to foster implementations that drive significant growth.

Throughout my journey as a Senior Supervisor at SAC Honda, I've been a catalyst for transformation in customer service. My role has spanned from being an adept Customer Service Analyst within Consórcio Honda to orchestrating teams across Consórcio and Banco Honda. My focus has been on nurturing exceptional customer interactions and driving process improvements that reflect our commitment to quality.🚀 Strategic Customer Service ExcellenceMy journey began as a Customer Service Analyst at Consórcio Honda, where I honed my skills in delivering outstanding customer experiences. With an eye for excellence, I've transitioned into leadership, guiding teams across both Consórcio and Banco Honda. This journey has been marked by our collective commitment to elevating the quality of customer interactions.🔍 Training and Analytical LeadershipAn integral part of my role has been shaping the trajectory of customer service quality. I've spearheaded comprehensive training programs that empower our teams to deliver consistent and exceptional service. My analytical acumen has been leveraged to optimize processes, ensuring our customers receive the best service at every touchpoint.🌐 Collaborative Process EnhancementsI've been at the forefront of initiatives aimed at refining customer service experiences both at Consórcio and within dealership networks. My approach involves fostering collaboration between teams, harnessing their collective knowledge to implement strategies that enhance the overall customer journey.🌟 Empowering Team Growth & Enabling ExcellenceMy role extends beyond operational oversight to nurturing the growth and development of teams. Guided by a people-centric approach, I've championed analytical leadership that drives team members to continually refine their skills and deliver customer service that sets new standards of excellence.#ExecutiveLeadership #CustomerExperience #TeamEmpowerment #ContinuousImprovement