Valeria Dacanal Garcia

Senior Analyst Consulting in Customer Experience (CX) at Rokkets
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Contact Information
us****@****om
(386) 825-5501
Location
BR
Languages
  • Inglês Full professional proficiency
Skills

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5.0

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Samia Jardim

Excelente profissional, travalhamos juntas na Leroy Merlin, e destaco o nível de empatia e sua contribuição para a busca constante da satisfação do cliente.

Max Araujo

Valeria sempre apresentou um excelente relacionamento interpessoal, muito comprometida e disponível para seu time. Valeria é um exemplo a ser seguido....

Luiza Aguiar Leite Brescia

Profissional de alta performance. Destaque para sua visão macro e alta capacidade processual e analítica na busca de resultados. Focada em buscar as melhores soluções para sanar problemas. Comprometimento e dinamismo são pontos fortes.

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Credentials

  • Customer Journey Mapping
    Qualtrics
    Jul, 2022
    - Nov, 2024
  • GROWTH HACKING - Técnicas e Estratégias de Crescimento by Raphael Lassance
    Crehana Brasil
    Jul, 2022
    - Nov, 2024
  • Lean Six Sigma Yellow Belt
    FM2S Educação e Consultoria
    Jun, 2022
    - Nov, 2024
  • CX - VOICE OF CUSTOMER Como iniciar, estruturar, expandir e gerenciar um programa de voz do cliente
    MBA SEDA Executive Education
    May, 2022
    - Nov, 2024
  • People Culture e Aplicação de Ações de Employee Experience
    Hi Academy
    May, 2022
    - Nov, 2024
  • Seda Experience Week
    MBA SEDA Executive Education
    May, 2022
    - Nov, 2024
  • Customer Insights: Quantitative Techniques
    Coursera
    Mar, 2022
    - Nov, 2024
  • Introdução ao Mapeamento de Jornada
    PeopleXperience
    Mar, 2022
    - Nov, 2024
  • Encantando o Cliente: Construindo uma Proposta de Valor Única
    Hi Academy
    Feb, 2022
    - Nov, 2024
  • PRODUTOS, SERVIÇOS E EXPERIÊNCIAS
    FGV Online
    Feb, 2022
    - Nov, 2024
  • Customer Data Analytics
    CS Academy
    Jan, 2022
    - Nov, 2024
  • Pitch - Como fazer uma apresentação clara e objetiva
    Udemy
    Jan, 2022
    - Nov, 2024
  • Service Blueprint
    Descola Cursos Inovadores
    Jan, 2022
    - Nov, 2024
  • Customer Experience Essential
    CS Academy
    Dec, 2021
    - Nov, 2024
  • Customer Success Essential
    CS Academy
    Dec, 2021
    - Nov, 2024
  • Powerful Presentations
    Descola Cursos Inovadores
    Dec, 2021
    - Nov, 2024
  • Storytelling
    Descola Cursos Inovadores
    Dec, 2021
    - Nov, 2024
  • A Visualização de Dados para Contar Histórias
    LinkedIn
    Nov, 2021
    - Nov, 2024
  • User Experience
    FIAP
    Nov, 2021
    - Nov, 2024
  • Visual Thinking
    Descola Cursos Inovadores
    Nov, 2021
    - Nov, 2024
  • Como Comunicar Más Notícias aos Clientes
    LinkedIn
    Oct, 2021
    - Nov, 2024
  • Como Desenvolver a Liderança de Pensamento
    LinkedIn
    Oct, 2021
    - Nov, 2024
  • Gestão Ágil no Trabalho: Como Planejar com Histórias de Usuários Ágeis
    LinkedIn
    Oct, 2021
    - Nov, 2024
  • Liderança Ágil: Como se Adaptar à Nova Realidade
    LinkedIn
    Oct, 2021
    - Nov, 2024
  • Mural masterclass: Supercharge your remote workshops
    Udemy
    Oct, 2021
    - Nov, 2024
  • Pensamento crítico
    Grupo Voitto
    Oct, 2021
    - Nov, 2024
  • CSX Week - Congresso Online Customer Success e Experience
    CSX Week 2021 - A Revolução B2X
    Sep, 2021
    - Nov, 2024
  • Como Manter uma Atitude Positiva no Trabalho
    LinkedIn
    Sep, 2021
    - Nov, 2024
  • Fundamentos de Gestão Ágil de Projetos
    LinkedIn
    Sep, 2021
    - Nov, 2024
  • Personas: aprenda a construir personas para colocar o cliente no centro da sua tomada de decisões
    Descola Cursos Inovadores
    Sep, 2021
    - Nov, 2024
  • Liderança, Capacidade de Aprender e Resiliência
    PUCRS - Pontifícia Universidade Católica do Rio Grande do Sul
    Aug, 2021
    - Nov, 2024
  • WOW Summit - The Customer Centric Event
    Rokkets
    Aug, 2021
    - Nov, 2024
  • Inteligência Emocional
    Escola Conquer
    May, 2021
    - Nov, 2024
  • Competências de Coaching para Líderes e Gerentes
    LinkedIn
    Apr, 2021
    - Nov, 2024
  • Gestão de Expectativas do Cliente para Pessoal da Linha de Frente
    LinkedIn
    Apr, 2021
    - Nov, 2024
  • Networking: Como Criar uma Rede de Contatos Profissionais
    LinkedIn
    Apr, 2021
    - Nov, 2024

Experience

  • Rokkets Group
    • Brazil
    • Business Consulting and Services
    • 1 - 100 Employee
    • Senior Analyst Consulting in Customer Experience (CX)
      • Sep 2021 - Present

      - Liderar projetos de centralidade do cliente; - Dominar as metodologias de CX nas áreas relacionadas à Experiência do Cliente; - Liderar e desenvolver mapeamentos de jornada e detecção de personas, condução de entrevistas em profundidade; - Melhorar as execuções de jornadas e implementação de processos de reclamações e treinamentos de CX e análise de dados; - Trabalhar em equipes multidisciplinares; - Gerir projetos e metodologias ágeis. - Liderar projetos de centralidade do cliente; - Dominar as metodologias de CX nas áreas relacionadas à Experiência do Cliente; - Liderar e desenvolver mapeamentos de jornada e detecção de personas, condução de entrevistas em profundidade; - Melhorar as execuções de jornadas e implementação de processos de reclamações e treinamentos de CX e análise de dados; - Trabalhar em equipes multidisciplinares; - Gerir projetos e metodologias ágeis.

  • Jornada e Experiência Cliente
    • Brazil
    • Business Consulting and Services
    • Business Consultant
      • Sep 2020 - Present

      I am the founder of the Jornada e Experiência Cliente profile . I produce content that contributes to the improvement of relationships between professionals, companies and clients and the management of business as a whole. Having worked in large companies and working directly in customer relations for over twenty years, I also offer services: - Mentoring and Guidance (individual or group); - Lectures and Training. I am the founder of the Jornada e Experiência Cliente profile . I produce content that contributes to the improvement of relationships between professionals, companies and clients and the management of business as a whole. Having worked in large companies and working directly in customer relations for over twenty years, I also offer services: - Mentoring and Guidance (individual or group); - Lectures and Training.

  • Portal Customer - Conectando Pessoas, Empresas e Propósito!
    • Brazil
    • Online Media
    • 1 - 100 Employee
    • Colunista
      • Apr 2021 - Sep 2021

      Publicação de artigos em experiência e sucesso do consumidor Publicação de artigos em experiência e sucesso do consumidor

  • Leroy Merlin
    • France
    • Retail
    • 700 & Above Employee
    • Customer Relationship and Experience Manager
      • Feb 2019 - Sep 2021

      - Lead B2B and B2C relationship areas: Customer service, support and ombudsman in multiple channels, outsourced service providers, e-commerce and after-sales of the unit with the second-highest revenue of the company, as well as a reference in the culture centered on the client.- Monitor and manage the B2B relationship and portfolio area and (farmer sellers) in onboarding and ongoing processes, monitoring of churn and data analysis of customer portfolios. - Collaborate with squads on projects, processes, actions and strategies for OKR and KPI in order to improve the experience during the customer journey (quality, usability, products and metrics). - Analyze and monitor strategic management and analysis of KPIs in the area: Journey and customer voice (NPS and CSAT). SLA, FCR, TMA, productivity. Customer loyalty (LTV). Churn. Management of Reclame Aqui, Consumidor.gov, Google Review, Procon and Lawsuits. - Report customer satisfaction indicators, verbalizations and feedbacks to the commercial and supply areas in order to develop action plans to improve operations. - Perform people management: hiring, integration, training, performance monitoring and team development, 1:1 feedback, succession plan. - Collaborate with the training and development of new leaders through the Corporate University with training and mentoring in the area of ​​relationship and customer experience. Show less

    • Sales Manager
      • Dec 2016 - Sep 2021

      - Lead commercial and customer success area B2B and B2C: Sales (online and offline), margin, stock, mix of products, EBITDA. - Generate additional revenue in up sell and cross sell actions in products and services. - Monitor and manage the network of B2B service providers and the relationship with professional/specialist clients (engineers, architects and decorators). - Generate recurring revenue through good management of product purchases and sales, taking advantage of seasonality. - Ensuring a great customer experience, with constant review of customer service and commercial exposure processes. - Collaborate with squads on projects, processes, actions and strategies for OKR and KPI in order to improve the experience during the customer journey (quality, usability, products and metrics). - Analyze and monitor strategic management and analysis of KPIs in the area: Journey and customer voice (NPS and CSAT). Onboarding and Ongoing for service providers and B2B customers. Average cart/ticket, price quartiles Churn. Engagement and expansion of the portfolio. - Perform people management: hiring, integration, training, performance monitoring and team development, 1:1 feedback, succession plan. Show less

  • Grupo Carrefour Brasil
    • Brazil
    • Retail
    • 700 & Above Employee
    • Sales Director
      • Sep 2014 - May 2016

      - Lead commercial department: Sales, margin, stock, cash flow, merchandising and EBITDA. - Generate additional revenue in up sell and cross sell actions in products and services. - Generate recurring revenue through good management of product purchases and sales, taking advantage of seasonality. - Ensuring a great customer experience, with constant review of customer service and commercial exposure processes. - Analyze and monitor strategic management and analysis of KPIs in the area: Journey and customer voice (NPS and CSAT). Average cart/ticket, price quartiles - Make commercial and strategic partnerships. Show less

  • Fnac Brasil Ltda
    • Retail
    • 100 - 200 Employee
    • Sales Director
      • Jan 2012 - Aug 2014

      - Lead commercial department: Sales, margin, stock, cash flow, merchandising and EBITDA. - Generate additional revenue in up sell and cross sell actions in products and services. - Generate recurring revenue through good management of product purchases and sales, taking advantage of seasonality. - Ensuring a great customer experience, with constant review of customer service and commercial exposure processes. - Analyze and monitor strategic management and analysis of KPIs in the area: Journey and customer voice (NPS and CSAT). Average cart/ticket, price quartiles - Make commercial and strategic partnerships. Show less

    • Editorial Product Manager
      • Oct 2009 - Dec 2011

      People management: scale, performance evaluation, time and productivity management, customer service and professional development. Inventory management: guaranteeing best sellers and catalog fund with regional profile in stock, product turnover (depreciated), permanent inventory and operationalization of general inventory Billing: implementation of global commercial operations, creation and implementation of in-store sales promotions, monitoring competition in prices and products, analysis and management of customers' needs for products and services, continuous improvement in visual merchandising, cross-selling monitoring between areas, ensuring profitable margin. Highlight for the relationship program with companies carried out during the year, increasing corporate sales in the area. Show less

  • Comprajato
    • Ribeirão Preto
    • Sales and Marketing Manager
      • 2007 - 2009

      Responsible for the Sales and Marketing of the Company managing Marketing Intelligence, clients and suppliers relationship and Quality (supply chain, commercial actions).  Suppliers negotiation to consignment products, getting low investment in stock.  Commercial and relationship politics online and offline. Responsible for the Sales and Marketing of the Company managing Marketing Intelligence, clients and suppliers relationship and Quality (supply chain, commercial actions).  Suppliers negotiation to consignment products, getting low investment in stock.  Commercial and relationship politics online and offline.

  • ALLIA HOTELS
    • Hospitality
    • 1 - 100 Employee
    • Marketing Coordinator
      • 2004 - 2007

      Implementation and mensuration of Strategic Marketing and Sales Plan including annual budget.  Control of books and negotiation with touristic partners.  Organization and participation of Trade Fairs.  Managing of Conscience Environmental Program started in 2006.  Support to external sales team.  Standardization of internal and external communication.  Implementation of press assessory internal and external. Implementation and mensuration of Strategic Marketing and Sales Plan including annual budget.  Control of books and negotiation with touristic partners.  Organization and participation of Trade Fairs.  Managing of Conscience Environmental Program started in 2006.  Support to external sales team.  Standardization of internal and external communication.  Implementation of press assessory internal and external.

Education

  • Ibmec
    Executive MBA Business Management, Business
    2016 - 2017
  • MBA SEDA Executive Education
    Customer Success 12h, Administração, Negócios e Marketing
    2021 - 2021
  • MBA SEDA Executive Education
    Customer Experience 15h, Administração, Negócios e Marketing
    2021 - 2021
  • HSM University
    Customer-centric mindset / Gestão centrada no cliente, Customer Experience
    2019 - 2020
  • HSM University
    Gestão da Inovação, Inovação
    2019 - 2020
  • Fast MBA
    entrepreneurship, business and startups, Business Administration and Management
    2019 - 2019
  • Fast MBA
    liderança e gestão de pessoas, Organizational Leadership
    2019 - 2019
  • Track Sale
    Fundamentos da experiência do cliente, Customer Experience
    2019 - 2019
  • Centro Universitário Barão de Mauá
    Pós-graduação Marketing, Marketing
    2006 - 2007
  • Centro Universitário Moura Lacerda
    Bacharel em Administração Hoteleira, Administração e Hotelaria
    2002 - 2005

Community

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