Vilma Diniz Tavares Email & Phone Number

Sao Paulo | Blumenau

Answerable to the South America MD, and a dotted line to the Global Customer Service Diretor in France, responsible to manage Customer Service operations and Technical Assistance to ensure Customers receive consistent and high quality level of service, and providing strategic and operational activities for the business, ensuring the sustainable growth of the company.Leadership, team management of 12 people, and main responsabilities include Technical Support; Field Service; Consumables & Spare Parts inventory and Sales; Maintenance Contracts and Sales; Administrative functions; and Project Implementation.Responsable to manage a satellite Call Center in Blumenau region to ensure an excelente Customer Care, and to deliver the right service to the Customers inside the automotive, apparel, furniture, and footwear markets, such as Toyota Boshuko, Johnson Control, Takata, Faurecia, Lear, Herval, Malwee, Dudalina, Lunender, Cativa, La Moda, C&A, Lojas Riachuelo/Guararapes, Decathlon, Hering, Dakota, Paqueta, Pegada, Luz da Lua, and Schultz/Arezzo.Customer Care single point of contact for France Headquarter in South America, covering countries as Brazil (main office, comprehending 196 Customers under contract), Argentina, Peru, and Columbia.Working in a collaborative environment with Sales, Marketing and Finance areas to meet the budget, aiming to deliver the committed company results to the stakeholders.

Sao Paulo | Jundiai | Buenos Aires | Bogota

Answerable to the Sales & Marketing Director, and dotted line to the VP Operations in Germany, managed the Authorized Replicator (AR) operation and sales of Microsoft licenses in Latam, according to Microsoft Licensing GP (Reno/NV) guidelines and was the single point of contact, with the objective of servicing market of computer manufacturers such as: Dell, HP, IBM, LG, Lenovo, Positivo, Itautec and Authorized Distributors.Played as Microsoft Program Manager for AR (Authorized Replicator), RDV (Return Destruction Vendor - RMA), ADP (Authorized Disc Provider – E2E discs), ASP (Authorized Stamper Provider), and Embedded Store.Was responsible for the Argentina and Columbia satellite offices, developing strategies to penetrate the market and build customer loyalty, aimed at ensuring a leadership position in Andean and Southern Cone countries.Managed the Jundiaí unit, an operation dedicated to servicing HP account inside the installations of its assembler (Foxconn), ensuring supply exclusivity and streamlining delivery time from 24 down to 2 hours. Participated in the development process and launching of new Microsoft products, such as Windows Vista, Windows 7 and Office 2010, conducting tests and proposing standardization and cost reducing alternatives, amounting to 40% of the product’s final price through the nationalization of components and/or large volume purchases from China.Managed a portfolio with 93 existing clients, forecast, planning and stock management, coordinating a multicultural team of 25 people (Brazil, Columbia, and Argentina), managed Customer Services (orders cycle) and was responsible for maintaining a 98% scorecard by improving processes to achieve the KPIs.Leaded conference calls, disaster recovery tests sceneries, internal and external audits regarding to compliance, quality and intellectual property security, and prepared a corrective action plan whenever applicable.

Sao Paulo | Campinas | Rio De Janeiro

Answerable to the Brazil Executive Director, managed the Call Center operation comprising Customer Service activities (inbound: sales/pre-sales/aftermarket, upselling and anti-attrition – customer retention), outbound telemarketing for qualifying the database, generating leads (sales), and collection, comprising 120 fixed and seasonal service positions. Was an Account and Contract Executive, negotiating with clients such as: Chrysler, Mercedes-Benz and Reader’s Digest.Started up the Rio de Janeiro office to service needs of Reader’s Digest client, migrating all of its operation to the new site; implemented the Mercedes-Benz account in the client’s installations in Campinas - a 24x7 Call Center operation, with 90 service positions.Hired, trained, monitored and prepared incentive and motivational campaigns for the Call Center Operators and back-office.

Sao Paulo

Answerable to the Operations Manager, managed fulfillment with emphasis on the logistics chain, which involved activities such as data entry, warehousing, picking & packing, distribution processes and reverse logistics.Made feasible the credit process to qualify suppliers and cooperate in the defining of policies, with the objective of improving the client mailing selection, resulting in a 90% approval rate of new clients. Conducted studies for assessing the best alternative for operational services between Insourcing and Outsourcing activities and their implementation, associated to the logistics chain.Developed and implemented Call Center technology projects (URA, Server Fax), aimed at reducing costs, improving company/client communication means and expediting delivery time, reducing it from 20 to 7 days. Worked with pre-sales, being responsible for developing the inbound and outbound telemarketing campaign to capture new clients and assess the system for its continuity.

Sao Paulo

Answerable to the Customer Relations Manager, worked in after sales, analyzing customer service processes, aimed at improving and perfecting all support services provided by the company, achieving a 95% client satisfaction rate imposed by IBM worldwide, which was successfully achieved in 1997.Developed processes to resolve complaints that were not initially mapped and created procedures to ensure customer satisfaction and loyalty. Worked closely with IBM Dealers and Resellers to achieve excellence execution on business and its customers.Assisted the internal Marketing, Sales, Legal, Production and Logistics divisions during phases preceding product launchings in the market, working preventively, reviewing manuals, films, campaigns and materials aimed at the end consumer and coordinated, when necessary, product stop shipments and recalls.Participated in implementing the local Call Center, obtaining significant approval from the Aptiva PC clients, which was awarded by InfoExame magazine as the best Call Center among computer companies.

Mba - Executive Program, International Business

Planning & Project Management W/ Emphasis On Pmi

Specialization Course, Negotiation

Mba, Marketing

English For Business

Bacharel'S Degree - Ba, Business Administration