Product Manager

• Jul 2022 - Present

Customer Care Development Project Manager

• May 2014 - Jun 2022

• Manage projects from scoping, business requirements definition, feasibility and functional requirements definition over detailed design, business process changes implementation, testing, business training through launch; • Represents the managed applications in business strategy discussions and ensure there is a short-term and long-term strategy for the applications; • Describes and clarifies the business needs and terminology from the Contact Center to the IT Divisions and vice versa for the requirements related to the managed applications; • Represents the department in the relation to external partners; • Evaluates the impact, approve and prioritize and / or directly process requests related to managed applications; • Assure necessary quality, accessibility, performance and efficiency of the applications; • Report the results obtained, correlate them to the assumed objectives and create action plans for areas that need improvement; • Creates instructions and/or supports training sessions related to the applications; • Provides support and all necessary information to end users; • Licenses and users applications management: initiates the clean up process, approves/process the new users requests, approves and requests special rights, initiates and coordinates the licenses acquisition process. • Manages application malfunctions and ensures that the impact of malfunctions on business is minimal Show less

Consumer Call Center Supervisor

• Mar 2008 - May 2014

• Coordinating call center agents and activities;• Manage the unforeseen issues and systems/services malfunctions;• Forecast inbound traffic and elaborate/adjust the agents schedule;• Organize and sustain selection process for the new agents;• Evaluate and offer continuous training, workshops, coaching and feedback sesions for existing and new coming agents;• Create and update procedures;• Preparing daily, weekly and monthly activity reports;• Establish and maintain relations with other internal and outsourcing representatives departments.• Offer support for direct and indirect sales agents;• Report the results obtained correlated to the assumed objectives and create action plans for areas that need improvement;• Prepare all the documentation needed for process automation in order to increase productivity and testing the delivered solution prior to implementation same as new products and services before being launched;• Evaluate the impact and implications of new services and solutions upon the Customer Care activity Show less

Administration Team Representative

• Apr 2007 - Mar 2008

• Provide support at phone and e-mail to customers (prepaid and postpaid);• Activate and deactivate services and options for clients;• Sending MMS and Mobile Internet settings by e-mail;• Provide support for call center agents;• Solving errors made by agents;

Call Center Representative

• Nov 2005 - Apr 2007

• Handling incoming calls in a polite and professional manner;• Performing outbound calls; research required information using available resources;• Handle and resolve customer complaints;• Provide customers with product and service information;• Follow up customer calls where necessary; complete call logs.