Juliana Silva

Coordenadora de operações at Bullla - De gente pra gente
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Contact Information
us****@****om
(386) 825-5501
Location
São Paulo, São Paulo, Brazil, BR
Languages
  • Português Native or bilingual proficiency
  • Inglês Professional working proficiency
Skills

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Credentials

  • Power BI Desktop: construindo meu primeiro dashboard
    Alura
    Oct, 2023
    - Nov, 2024
  • Customer Success: cultura centrada em cliente
    Alura
    Apr, 2023
    - Nov, 2024
  • Introdução ao Customer Success
    CS Academy
    Apr, 2023
    - Nov, 2024
  • Power BI: conhecendo o serviço
    Alura
    Mar, 2023
    - Nov, 2024
  • Curso OKR_ direcionando seu negócio para resultados
    Alura
    Feb, 2023
    - Nov, 2024
  • Curso de Product Management
    Cursos PM3
    Aug, 2022
    - Nov, 2024
  • Professional Scrum Master I
    Scrum.org
    Jul, 2017
    - Nov, 2024
  • CBPP, Blue Seal
    ABPMP
  • ITIL V3 Foundation
    Exin

Experience

  • Bullla - De gente pra gente
    • Brazil
    • Financial Services
    • 100 - 200 Employee
    • Coordenadora de operações
      • Jul 2023 - Present

      ▪ Responsável pela operação de atendimento ao cliente PJ (Cadastro (N2), Operações e Logística); ▪ Gestão de equipe multidisciplinar; ▪ Gestão do Cadastro de clientes: novos e expansão (aumento de carteira), incluindo alteração de serviço financeiro (limites, envio/bloqueio de cartões); ▪ Gestão de demandas de Operações – Segundo Nível (N2): atendimento às dúvidas e solicitações dos clientes (RH das empresas); ▪ Gestão do processo de Logística, desde o cadastro de novas contas (visão empresa), emissão de cartões, entrega aos clientes; ▪ Gestão de fornecedores (Logística); ▪ Gestão de indicadores operacionais; ▪ Revisão dos processos operacionais, visando ganho de eficiência operacional, garantindo o atendimento aos clientes dentro do prazo acordado (SLA); ▪ Trabalho em parceria às áreas internas no atendimento às demandas de clientes (Produtos, Faturamento, Planejamento Comercial, etc.); ▪Apresentação de resultados às Diretorias de Operações, Produtos e VP de Operações e Inovação. Show less

  • Banco Triangulo S/A
    • Brazil
    • Banking
    • 700 & Above Employee
    • Product Management
      • Oct 2022 - Mar 2023

      • Management of products PJ;• Continuous improvement of processes.

    • Squad - Customer Onboarding
      • Oct 2021 - Sep 2022

      • Promote solutions based on studies and data;• Prioritize implementation in agile solutions to improve user experience;• Support to the team of developers in the business requirements;• Align business guidelines across the organization.

    • Product Management - BNDES and Sustainable Credit
      • Oct 2017 - Oct 2021

      • Management of Financial Products and Services;• Portfolio management (pipeline) and indicators/KPIs (IBM Cognos BI and IBM Cognos Analysis);• Proactive analysis of operations opportunities based on data and targets;• Continuous improvement of processes;• Training of the BNDES on lending lines and Sustainable Credit for the commercial area; • Management of contracts and internal documents (normative);• Impact analysis on product regulation (systemic and processes);• Management of new product launches;• Communication management with internal and external clients. Show less

    • Business Process Analyst
      • Oct 2012 - Sep 2017

      • Management of process improvement projects;• Implementation of processes for new products in the banking segment and ways of payment - cards; • Management of outsourced teams; • Conducting process survey and modeling (As-Is); • Proposal and reengineering of business processes (To Be); • Elaboration and management of normative documents: policies, manuals and procedures; • Risk analysis and operational controls; • Direct reporting to the Internal Controls Superintendence on external standards. Show less

  • Algar Tech
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Business Process Analyst
      • Nov 2009 - May 2012

      • Development of Process Architecture; • Monitoring and execution of BPM life cycle; • Modeling of business processes (As-Is and To-Be); • Analysis of business process improvements as to feasibility and return;• Definition and monitoring of indicators (KPIs); • Process transformation using Lean management guidelines;• Monitoring of process implementation projects;• Consolidation and presentation of monthly results to senior management.

    • Quality Analyst
      • Aug 2008 - Nov 2009

      • Monitoring and analysis of all sales made from telesales operations, mitigating fraud actions;• Modeling, analysis and continuous improvement of the process;• Consolidation and monthly presentation of results to senior management.

Education

  • Fundação Vanzolini
    Pós Graduação - Gestão de Processos e Serviços
    2013 - 2014
  • Universidade Federal de Uberlândia
    Bacharelado e Licenciatura, Filosofia
    2006 - 2011

Community

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