Experience

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  Midea Carrier

  • São Paulo, São Paulo, Brasil

  • Supervisor Pós-Vendas

    • Aug 2023 - Present
    • São Paulo, São Paulo, Brasil

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  Sinhá Canela - Distributore Produtos Alimentícios

  • São Paulo e Região, Brasil

  • Managing Partner

    • Jan 2011 - Sep 2023
    • São Paulo e Região, Brasil

    Identifying opportunities and structuring a viable and profitable business plan for the company.Administrative, financial and operational management of the distributor, direct relationship with suppliers, partners and service providers for asset control, loss mitigation, monitoring of contracts, maintenance and facilities.Project for the creation of the Sinhá Canela brand, development of the visual identity, product mix, marketing strategies, website creation and commercial relationship and sales.Understanding the business, defining the structure of the site, creating prototypes. Meetings with suppliers.Responsible for ensuring compliance with deadlines, SLA and strategies and quality of the products created.Strategic business management, focus on B2B, distribution and presence at the POS. Consumer marketing, brand positioning and development of B2C and O2O projects.

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  Santander Brazil

  • São Paulo, Brazil

  • Call Center Coordinator

    • Aug 2006 - Feb 2012
    • São Paulo, Brazil

    Responsible for the operation, definition of service policies, service levels, training, sizing and scales of teams, for making decisions to meet targets and guarantee results.Direct relationship with Product Managers (internal customers), aligning processes, deadlines, service levels (SLA) within the bank's guidelines and objectives. Management meetings and presentations.Focus on product management in service cells regarding quality, service levels, productivity and achievement of goals. Monitoring of indicators and creation of action plans to optimize results.Technical and operational management of service cells, review of processes, presentation of results and alignment with clear guidelines for the team.Team leadership, responsible for the development, engagement, motivational climate and work environment, recycling and policies to reduce absenteeism and turn-over.Participation in project committees, communications on project evolution, quality metrics.

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  Impacto Telemarketing

  • São Paulo, Brazil

  • Operations, Projects and Strategic Planning Manager

    • Jan 1995 - Jun 2006
    • São Paulo, Brazil

    Administrative, financial and operational management of the distributor, direct relationship with suppliers and service providers. Financial control, budget control and analysis, planned vs. performed, billing, cash flow management, customer and supplier contracts. Development of all relationships with suppliers and partners, being responsible for contracts, project development and implementation of operations. Specialized in renegotiation and recovery with projects for Banco Fiat, operations and outsourced management. Management of telemarketing operations for Banco Fiat's Consortium, Financing and Leasing products. Development of call center projects, understanding of the business, creation of strategies, operational flows and service front-ends. Project backlogs, technical and business meetings. Direct relationship with customers for the development and improvement of services and expansion of the company's service mix. ABT and ABEMD Awards “Best Active Telemarketing Operation” – Gold and Silver.

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  ADP Systems Brazil

  • São Paulo, Brazil

  • Project and Process Analytical Consultant

    • Jan 1996 - Jan 1998
    • São Paulo, Brazil

    Responsible for the commercial technical relationship throughout the process of implementation of operations by ADP Systems. Interface between the client and the technical areas, I acted as a facilitator in the integration of technologies and operations related to payment methods. Defined all call center processes for debit cards of two client financial institutions. Participated in the affiliation project of establishments to an important operating brand of payment methods nationwide. I assembled, trained and supervised field teams throughout Brazil for the affiliation of establishments. Our result was the affiliation of 80 thousand establishments in 4 months.