Vanessa Herculano Unanue Email & Phone Number

State Of São Paulo, Brazil

Barueri, São Paulo, Brasil

- 24/7 Operations Management of home, auto, and life assistance services for insurance companies, banks, and automakers, including clients such as BB Seguros, Itaú Seguros, Zurich Seguros, Volkswagen, Nissan, Santander Helps, ELO, and various insurtechs (Darwin, Nubank, Chubb, Usebens, Pier, UOL, among others), as well as Fraud Prevention Operations, Quality Control Center, and MTA for auto assistance.- Leadership of a 400-person team, ensuring operational efficiency while fostering a… Show more - 24/7 Operations Management of home, auto, and life assistance services for insurance companies, banks, and automakers, including clients such as BB Seguros, Itaú Seguros, Zurich Seguros, Volkswagen, Nissan, Santander Helps, ELO, and various insurtechs (Darwin, Nubank, Chubb, Usebens, Pier, UOL, among others), as well as Fraud Prevention Operations, Quality Control Center, and MTA for auto assistance.- Leadership of a 400-person team, ensuring operational efficiency while fostering a collaborative and motivating work environment.- Inbound operations covering emergency assistance, claims processing, Customer Service (SAC), and fraud prevention, delivering swift and accurate customer support.- Continuous team development through training and capacity-building initiatives, enhancing performance and maintaining high service standards.- Management of operational and financial KPIs, ensuring efficiency and profitability while consistently monitoring progress towards strategic goals.- Implementation and renewal of ISO 9001 certification, upholding high-quality standards in customer service and internal processes.Key Achievements:- Cost reduction of R$1 million quarterly by validating event claims and introducing alternative transportation methods.- NPS improvement through proactive measures, including follow-ups with 100% of detractor clients, resulting in increased customer satisfaction and loyalty.- 5 percentage points decrease in absenteeism through first-line leadership strategies and onboarding support initiatives, creating a more welcoming and engaging workplace.- Successful renewal of ISO 9001 certification, ensuring service quality and process standardization in customer support operations. Show less

- Management of global operations, working in an integrated manner with teams in Brazil and the account origin countries, including the USA, France, Russia, Spain, Portugal, Colombia, and Mexico. Clients served include Uber, Decolar, HP, Philip Morris, Indriver, HughesNet, and others.- Coordination of over 500 headcounts, encompassing resource planning, recruitment, and training delivery to ensure continuous team development.- Planning and execution of transition processes to a remote… Show more - Management of global operations, working in an integrated manner with teams in Brazil and the account origin countries, including the USA, France, Russia, Spain, Portugal, Colombia, and Mexico. Clients served include Uber, Decolar, HP, Philip Morris, Indriver, HughesNet, and others.- Coordination of over 500 headcounts, encompassing resource planning, recruitment, and training delivery to ensure continuous team development.- Planning and execution of transition processes to a remote work model during the pandemic, ensuring operational continuity and rapid adaptation to new demands.- Monitoring of operational and performance metrics, ensuring alignment with strategic objectives.- Supervision and alignment of operational strategies with international clients, standardizing processes and meeting Service Level Agreements (SLAs).-Development of customized solutions to meet the specific needs of each client, boosting satisfaction and retention.Key Achievements:- Achieved top scores in the company's global process audit for five major accounts.- Reduced absenteeism to below 1% for six consecutive months during the pandemic.- Improved CSAT (Customer Satisfaction), NPS (Net Promoter Score), absenteeism, and turnover rates through targeted strategies and metric development, increasing profitability for managed accounts.- Delivered the corporate client global survey for Brazil with a perfect score (10).- Successfully transitioned operations to a remote model during the pandemic, maintaining high-quality standards.- Expanded and diversified the client portfolio, strengthening the company's presence in global markets.- Achieved continuous improvement in operational performance indicators, leading to increased customer satisfaction and cost optimization.- Gained recognition for leadership in cultural integration and adaptation projects for multinational teams. Show less

São Paulo Area, Brazil

Responsável pela estruturação da Central De Vendas de Crédito Consignado - CrediMatone empresa do antigo Banco Matone, parceira do Banrisul de 2011 a 2014 em Porto Alegre. Gerente Regional Lojas - responsável por 45 lojas de vendas de Crédito Consignado para os convênios INSS - SIAPE - Forças Armadas - Governos e Prefeituras, além de produtos parceiros como: Capitalização, Seguro de Vida, Seguro de Acidentes Pessoais. Correspondente dos bancos PAN e BRADESCO PROMOTORA. Membro do… Show more Responsável pela estruturação da Central De Vendas de Crédito Consignado - CrediMatone empresa do antigo Banco Matone, parceira do Banrisul de 2011 a 2014 em Porto Alegre. Gerente Regional Lojas - responsável por 45 lojas de vendas de Crédito Consignado para os convênios INSS - SIAPE - Forças Armadas - Governos e Prefeituras, além de produtos parceiros como: Capitalização, Seguro de Vida, Seguro de Acidentes Pessoais. Correspondente dos bancos PAN e BRADESCO PROMOTORA. Membro do Departamento Inteligência Comercial com a estratégia de vendas para cada produto.Certificada pela FEBRABAN como Correspondente Crédito Consignado Show less

São Paulo Area, Brazil

Responsável pela carteira de clientes, levantamento de necessidades, interface com as áreas técnicas, projetos e implantação e geração de novos negócios.

Gerenciei diversas operações ativas e receptivas, como: receptivo de vendas, SAC, Central de Relacionamento, Pesquisa de Mercado para parceiros como: SKY, Americanas.com, AOL, Ambev, Anatel, Sun Microsystems, Grupo Imagem, entre outros.O principal cliente foi a operação do banco Santander onde fui responsável por 1.000 posições de atendimento 24X7, das diversas operações da instituição, como Conta-Corrente, Cartões, Previdência, Capitalização, Seguros, Internet Banking e operações de vendas… Show more Gerenciei diversas operações ativas e receptivas, como: receptivo de vendas, SAC, Central de Relacionamento, Pesquisa de Mercado para parceiros como: SKY, Americanas.com, AOL, Ambev, Anatel, Sun Microsystems, Grupo Imagem, entre outros.O principal cliente foi a operação do banco Santander onde fui responsável por 1.000 posições de atendimento 24X7, das diversas operações da instituição, como Conta-Corrente, Cartões, Previdência, Capitalização, Seguros, Internet Banking e operações de vendas de produtos financeiros. Show less