UOL - Universo OnlineBusiness Intelligence and Planning Manager
Jul. 2016 - Aug. 2019São Paulo, São Paulo• Management of the intelligence team: management of the intelligence area in UOL's customer service department, responsible for managing the journeys and KPIs of UOL's business units (PagSeguro, UOL Produtos, UOL Host, Ed_Tech, etc).
• Operations: manager of customer service, planning, traffic, infrastructure and BI operations.
• Projects: responsible for the transition and migration of databases to the new BI platform.
• Digital transformation: digital transformation of customer service, with projects to implement bots and omnichannel tools with hybrid service points.
• KPIs: responsible for the integrity, creation and development of performance, productivity and business KPIs.
• Metrics: implementation of Customer Success metrics such as NPS, CES, Churn Rate, FCR and CRC.
• Governance: governance of customer satisfaction, cost and retention KPIs, as well as analysis of actions and improvements to improve these results.
• Marketing: working together with marketing to prepare media impact studies and actions for clients and prospects. Preparation of forecasts and targets for business and performance indicators.