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Work Background
Dbm Contact CenterGerente de atendimento ao cliente
May. 2022Curitiba, Paraná, Brasil• Responsável pela gestão de atendimento na área de saúde;
• Liderança da implantação do novo projeto de atendimento na área da saúde;
• Definição do modelo de bonificação da operação e staff;
• Criação e implantação do modelo de gestão da operação;
• Definição do modelo de governança da operação com cliente;
• Criação e implantação dos Dashboards de gestão e controle.
DrogaVET - Farmácias de Manipulação VeterináriaExternal and Internal Sales Manager
Oct. 2021 - Dec. 2021Curitiba, Paraná, Brazil• Responsible for the commercial management of 7 own veterinary handling units, managing external visitors and internal sales operations, representing 12% of the company's revenue; • Experience in developing sales strategy and presenting new products and pharmaceutical forms to customers (tutors) and veterinarians, in addition to preparing analysis and management reports with sales results, aiming at constantly exceeding goals; • Experience in defining investments for events and congresses, as well as managing projects aimed at expanding the customer base and veterinarians, with the objective of expanding the brand's market share.. • Main results:
o Structuring of visitation management and internal operations;
o Leadership and implementation of Franchisees Segmentation projects, the loyalty program and the SAC – Customer Service;
o Increased sales by 10p.p., improvement in RA score from 6.6 to 8 in 4 months.
DrogaVET - Farmácias de Manipulação VeterináriaConsultoria de Customer Experience
Jun. 2021 - Sep. 2021Curitiba, Paraná, BrasilResponsável por influenciar a Experiência do Cliente nos touch points virtuais da sua jornada.
Juntos Somos MaisConsultoria Loja Virtual
Apr. 2021 - May. 2021RemotoEnable MVP for new payment method for Virtual Store. Through virtual visits to tenants, identify and document the MVP process.
Sabbatical periodSabbatical period
Nov. 2020 - Apr. 2021Curitiba, Paraná, BrazilIn my sabbatical period I focused on three main points: - Self-knowledge (expansion); - Self-development (catching up on topics); - Family (maintaining ties). Self-knowledge
I have carried out my physical activities with discipline, updated my diet, performed the medical check-up and carried out activities for the expansion of self-knowledge: meditation and therapy. Self-development - Books: I reread some books that are true inspirations and brought new ones to the reading list: Evaluate what matters - @johndoerr, Companies Made to Win - @jimcollins, The True Power - @vicentefalconi, and The lean startup - @ericries ; - Courses: I took courses in Customer Experience, Inside Sales, Agile Methodology and Digital Marketing, to update myself on these topics in my area and others to expand knowledge in different areas. - I also created my first course at Udemy, on a topic that I am enthusiastic about: talent development. Family With Pandemic, family ties have been expanded, even with all social distance, which Digital solves very well.
Votorantim CimentosSales Planning Coordinator
Jul. 2019 - Oct. 2020Curitiba, Paraná, BrazilResponsible for sales planning, client experience and services of the Contact Center of Votorantim Cimentos and Engemix, in line with the company's strategic plan. • Experience in managing and creating OKRs and KPIs for operations, setting monthly and annual goals, performing prescriptive analysis (data-driven based) for decision making and transforming data into knowledge, through a team of expert analysts and the creation of BI. Highlights: o Idealization, creation and report of the area's Tactical Plan, with a 49% increase in productivity (visits) and 20% sales (hc / du); the Leader of the Artificial Intelligence Project - 2MM Brl in Incremental Margin; the Technological Transformation Project - Enabling Home Office and Increasing Performance
Votorantim CimentosCustomer Relationship Coordinator (Sales)
Nov. 2015 - Jun. 2019Curitiba and Region, Brazil• Responsible for managing 5 sales and service teams for B2B customers in the retail of building materials, for creating a compensation and recognition program for salespeople and for the operation's career path. • Experience in controlling and presenting sales indicators, service level, productivity and performance of sales teams, customer satisfaction and success. Highlights:
o Leader of the High Performance Program - Increase in sales participation to 11% (+ 2p.p.);
o Implementation of the sales process based on the SPIN + 6p.p methodology. Cross-Sell;
the Leader of the NR17 Environmental Adequacy Project - Nov / 18 - Increase in sales / Climate;
o Implementation of variable remuneration models, career path and management model that resulted in an increase of 8 pp. (76% -> 84%) in the Engagement index/People Survey
GVTCoordenador de Vendas
May. 2014 - Aug. 2015Curitiba Area, Brazil• Responsible for managing 4 sales teams in the telecommunications retail (acquisition) who were responsible for 10% of the company's revenue, with a focus on attracting new customers; • Experience in developing sales and presenting new products to customers, in addition to preparing analysis and management reports with sales results, aiming at constantly exceeding goals; • Experience in preparing a sales campaign aligned with the achievement of goals, strengthening the GVT brand and selling new products. • Main results:
o 60% increase in net sales, from 5.8 to 9.3 (sales / seller / business day)
o Reduction in Commercial Cancellations by 64%, from 39 to 25 per seller / month;
o 50% increase in customer conversion, from 6% to 9%
o Increase by 10pp in climate research;
the Leader of the Climate Research Plan for the area, which increased by 13 pp. favorability / engagement;
Grupo BoticárioCoordenador de Relacionamento a Franquias
Jul. 2012 - Apr. 2014Curitiba, Paraná, Brazil• Responsible for coordinating 5 client experience teams, for influencing 3 internal support areas and 100 other service partners, aiming to improve the franchisees' experience, ensuring the highest possible operational index of the more than 3 thousand stores in the group; • Experience in the development of processes, relationships with franchisees, exposure and presentation of products to consumers, preparation of analysis and management reports with performance indicators and leadership of improvement projects; • Experience in business and retail management, sales and relationships, development of service strategies aligned with the achievement of goals, with a focus on strengthening the O Boticário brand. • Main results:
o Increase in operational efficiency by 13%;
the KPI’s Recovery Plan (+ 2 years without achievement): level of service, quality of service (perceived and measured), among others, within market standards;
o 5 p.p. increase in franchisee engagement;
o Optimization and implementation of service processes and procedures, from 4000 to 800 processes.
HSBCGerente de Negócios Diretos
Feb. 2000 - Jul. 2012Curitiba Area, BrazilFev/10 - Jul/12
Responsável pela gestão de 75 colaboradores, divididos em 5 equipes de vendas com foco na rentabilização e fidelização da carteira de clientes através da venda de produtos massificados: cartão de crédito, empréstimos e financiamento, seguros, dentre outros. Experiência no desenvolvimento de ferramentas para atuar no ciclo de vida do cliente e do produto, revisando todo processo de venda, segmentação de clientes e acompanhamento e treinamento de novos vendedores, bem como, aprimoramento dos já existentes. Vivência na gestão de carteira, gestão de vendas, relacionamento interpessoal, desenvolvimento e acompanhamento de projetos, custos e rentabilidade dos clientes, além de liderança de equipe de vendas. Destaques:
o Aumento nas vendas de 180 mil para 321 mil produtos, 78%;
o Aumento nas vendas de crédito de 30 milhões para 67 milhões de reais, 123%;
o Aumento de eficiência operacional em 25%;
o Aumento no engajamento dos colaboradores de 69% para 82%, na pesquisa de clima. Entre fev/2000 - jan/2010
Iniciei minha carreira na área operacional em fevereiro de 2000, recebi várias promoções para áreas de suporte, back office e em junho de 2006 fui promovido para área comercial tendo recebido outras promoções e movimentos horizontais.
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