Frederico D.

Customer Relations Coordinator at Sebrae-MG
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Contact Information
us****@****om
(386) 825-5501
Location
Belo Horizonte, Minas Gerais, Brazil, BR
Languages
  • Inglês -
Skills

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5.0

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Fernanda Pinto

Profissional super competente, dedicado e com uma visão do todo. Focado em planejamento, desenvolve seu trabalho de forma organizada direcionada para maximizar o resultado.

André Santos

Fiz parte da equipe do Decina e tive oportunidade de conhecer um profissional com alta capacidade de adaptação. Sempre se destacando pelo relacionamento e comunicação assertiva. Liderou o time com maestria.

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Credentials

  • Implementação Prática da LGPD/GDPR
    Privacy Academy
    Aug, 2021
    - Nov, 2024
  • Scrum Foundation Professional Certificate (SFPC)
    CertiProf
    Jul, 2020
    - Nov, 2024
  • ASQ Certified Quality Engineer
    ASQ - World Headquarters
    Jun, 2015
    - Nov, 2024
  • Mercados
    Sebrae
    Feb, 2019
    - Nov, 2024
  • Empreendedorismo e Pequenos Negócios
    Sebrae
    Mar, 2018
    - Nov, 2024
  • Finanças
    Sebrae
    Mar, 2018
    - Nov, 2024
  • Sustentabilidade
    Sebrae
    Mar, 2018
    - Nov, 2024
  • Certified ScrumMaster® (CSM®)
    Scrum Alliance
    Oct, 2019
    - Nov, 2024

Experience

  • Sebrae-MG
    • Brazil
    • Business Consulting and Services
    • 700 & Above Employee
    • Customer Relations Coordinator
      • Apr 2017 - Present

      Analyst responsible for Sebrae's Call Center in Minas Gerais. Traffic indicator management: NPS survey, Service Level, Dropout, BMT, TMA, Scale adherence and Absenteeism; Application of quality tools (Pareto, Cause and Effect Diagram, Histograms, Control Charts and Check Sheets); Implementation of continuous improvement projects and advanced statistical analysis using Excel; Configuration and management attendance by WhatsApp; Implementation and maintenance of call center improvements (telephone, chat, email, video conference, WhatsApp channels); Show less

  • Sesc em Minas Gerais
    • Brazil
    • Civic and Social Organizations
    • 700 & Above Employee
    • Planning Analyst
      • Feb 2017 - Apr 2017

      Responsible for improving the processes of collection, treatment, consolidation, analysis and dissemination of production information, ensuring time optimization, rework reduction and reliability deviation reduction; Ensuring the integrity and reliability of information as well as meeting the deadlines required for decision making; Development of assertive and accurate metrics aligned with the strategic planning and other guiding the management of the organization and enabling a comparative analysis of the organization's performance in different aspects and its three spheres: Strategic, Tactical and Operational, as well as developing actions that allow the comparison. indicators with other Sesc regional units; Internal consultant and instructor about computerized system (s) linked to management information management; Development and assurance proper management of critical indicators for the organization's strategic and tactical management (economic and physical, including business process and support metrics); Development and availability of Dynamic Management Reports information for Sesc areas in Minas Gerais; Administration of statistical operating systems ensuring the quality of data and information, the established deadlines, and developing and implementing customizations; Organization of studies and research and information management, establishing criteria for standardization of information, whether statistics or areas of programmatic functional, marketing or associated with the institution's portfolio of activities, advising the other sectors, as well as developing the architecture of information management, integrating, sharing and establishing a language standard for the Institution Show less

  • PUC Minas
    • Brazil
    • Higher Education
    • 700 & Above Employee
    • Academic Tutor
      • Feb 2017 - Apr 2017

      Tutoring for Special Topics of the Quality Engineering specialization course of the Pontifical Catholic University of MG. Tutoring for Special Topics of the Quality Engineering specialization course of the Pontifical Catholic University of MG.

  • RBM Engenharia LTDA
    • Arcos Area, Brazil
    • Senior Planning Engineer
      • Aug 2015 - Aug 2016

      Management of the outsourced commissioning team of Phase 2 - expansion project of the cement production unit CSN de Arcos (MG). Schedule update (Primavera), field monitoring of scheduled activities, preparation of analysis and management reports, creation and control of indicators, validation and verification in the field, application of quality tools, preparation and application of checklist. Management of the outsourced commissioning team of Phase 2 - expansion project of the cement production unit CSN de Arcos (MG). Schedule update (Primavera), field monitoring of scheduled activities, preparation of analysis and management reports, creation and control of indicators, validation and verification in the field, application of quality tools, preparation and application of checklist.

  • Appen
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Social Media Evaluator
      • Nov 2015 - Feb 2016

      Web based content evaluation for selected clients. Web based content evaluation for selected clients.

  • Vale
    • Brazil
    • Mining
    • 700 & Above Employee
    • Qualisy System Supervisor
      • Jul 2012 - Aug 2014

      Quality team management and integrated management in the Minas Central region. Routine management, Standardization, Quality Control Circles (QCC), 5S program, Six Sigmas, Internal Standards and ISO 9000 and ISO 14000 series certifications, internal audit and external audit monitoring. Continuous improvement, idea recognition program, problem solving and statistical tools; Quality team management and integrated management in the Minas Central region. Routine management, Standardization, Quality Control Circles (QCC), 5S program, Six Sigmas, Internal Standards and ISO 9000 and ISO 14000 series certifications, internal audit and external audit monitoring. Continuous improvement, idea recognition program, problem solving and statistical tools;

  • Liq
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Planning Coordinator for Call Centers
      • Mar 2005 - Jul 2012

      2011 - Instructor at Faculdade Unijorge (BA) and Newton Paiva (MG) in the planning module (20h workload) - part of the undergraduate program Crescer (undergraduate in business administration); - Focal point of Contax Operational Model - site planning (95% adherence to the project); - Team actions contributed R$ 600,000 in actions = reduction of fines, transhipment of calls, improvement of resource utilization, etc.); 2010 - Instructor at Newton Paiva College (MG) in the planning module (20h workload) - part of the undergraduate program Crescer (undergraduate in business); - Contribution to contingencies: road strike, site vacancy, migration of operations, link transhipment strategy; - NOC expansion (+ 75% of demand), serving MG, RJ and Niterói; - Planning management of the Brasilia site (BackOffice) from Aug-2010 (until demobilization); - Team actions contributed by R$ 500Mil (actions = reduction of fines, transhipment of calls, better use of resources, etc.); 2009 - Active participation profitability of products (cost reduction / revenue increase); - Team actions contributed R$ 1Mi (actions = increased operator log, call transhipment, improved pause use, better DSR distribution, reduced bank hours, etc.); - Improvement in the Satisfaction Survey score (2008 x 2009) of the MG site by 17% (3.4 to 3.9 main evolutions: reliability and quality of analysis and overall team evaluation). Show less

  • Oi
    • Brazil
    • Telecommunications
    • 700 & Above Employee
    • Sales Specialist
      • Dec 2001 - Mar 2005

      Analysis and control of pending orders invoicing; Bills to receive; Credit limit; Order Entry in the System; Returns; Hi Sell Focal Point and Hot line. Responsible for handset sales and distribution logistics (CE, PI, MA, AM, PA, PE, RN, PB, AL, SE); Technical assistance focal point in N / NE region; Account matching (commissioning vs. debiting business partners); Real x Budget x Forecast Projections and analysis. Analysis and control of pending orders invoicing; Bills to receive; Credit limit; Order Entry in the System; Returns; Hi Sell Focal Point and Hot line. Responsible for handset sales and distribution logistics (CE, PI, MA, AM, PA, PE, RN, PB, AL, SE); Technical assistance focal point in N / NE region; Account matching (commissioning vs. debiting business partners); Real x Budget x Forecast Projections and analysis.

  • Amazonia Celular
    • Telecommunications
    • 1 - 100 Employee
    • Sales Analist
      • Jul 2000 - Dec 2001

      Analysis of sales results and goals; Point of sale prospecting (retail and authorized agent); Contract control; Control of documentation; Registration of business partners; Password system management / enabling; Development and maintenance of web portal (administration, development, publishing); Computer support (configuration of PC stations); Generation of management reports; Control of sales team performance indicators; Focal point for legal matters in the commercial area. Analysis of sales results and goals; Point of sale prospecting (retail and authorized agent); Contract control; Control of documentation; Registration of business partners; Password system management / enabling; Development and maintenance of web portal (administration, development, publishing); Computer support (configuration of PC stations); Generation of management reports; Control of sales team performance indicators; Focal point for legal matters in the commercial area.

Education

  • Universidade de São Paulo
    Extensão Universitária na modalidade de Difusão:, Administração e Negócios
    2023 - 2023
  • ESPM Escola Superior de Propaganda e Marketing
    Master in Customer Experience, Customer Relationship
    2019 - 2020
  • Pontifícia Universidade Católica de Minas Gerais
    Quality Engineering Specialist, Quality engineering
    2014 - 2015
  • Fundação Getulio Vargas
    Business Management Specialist, Management
    2003 - 2004
  • Universidade da Amazônia
    Computer Support Specialist, Computer Science
    2001 - 2001
  • Pontifícia Universidade Católica de Minas Gerais
    Computer Science Bachelor, Computer Science
    1994 - 1998

Community

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