Customer Care / Quality Availabe to work in : São Paulo, Capital |
Technical Summary Hired by ALU as backoffice since 2007, I have worked in several projects, offered and deployed services to other areas in Brazil, and took care of processes and Customer Care. During this time I have acquired a significative experience in GWC management and lead of the team. Main point of contact in Sao Paulo for all CALA, Iberia, and Central Team in France and EUA. |
Specific Knowlegdes • Excellent people management
• Enthusiast for Customer First concept
• Full commitment with the hiring company aims and policies
• Ability to delegate and demand results
• Fair knowledge of Quality normative
• Fair knowledge of methods to determine RCAs and CA ( PDCA, Pareto, Lean, six Sigma )
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Relevant Experience Sep,2003 – Sep,2007 TELEPERFORMANCE CRM, Sao Paulo ( WC supervisor )
Successful deployment of a bank attendance; Creation of motivation plans getting the best performance indicators
Sep 2007 - Current ALCATEL-LUCENT
Projects like deployment of change systems allied with change management. alignment of the local specific processes from the different regions into the company patterns. Business Continuity Plan deployment. I have worked with other areas to create all the workarounds, ordered the acquisition of equipments needed, written and mantained the process document and the employee’s training.During this time I have also oriented and supported the team leads on processes, tools, RCAs and people management.
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Education Feb,1992 – Nov,1996 Letters & Literature
Capital University
Apr,1998 – Nov,2008 History of Europe course
Salerno University, Italy
Feb,2010 – Nov,2011 Management Processes
Estacio University
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Foreign Languages Fluent English, Spanish and Italian |
Personal data Brazilian, 40 years old, married |
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