Sergio Daniele Dal Boni Gómez

Experience

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  Arec ltda

  Nov 2012 - May 2013

  Sales analyst

  • Planning deliveries to the customer leading to a better service.• Sales Process and time optimizing.• Inventory analysis based in reducing costs of handling and making the periodic count of the quantities available.

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  Johnson & Johnson Health and Wellness Solutions, Inc.

  Jan 2015 - Jan 2016

  Customer Logistics Analyst - Intern

  • Communication with clients, sales representatives and directives.• Dashboard and Balance scorecard analysis in direct sale.• Punctual coordination of deliveries, handling urgent requests, solution of under pressure requests.• Backorder status notification tool for the customers. (100% completed)• Minimum amount of customers Analysis. (100 % Completed).• Customer experience survey project (100% Completed).

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  Movich Hotels & Resorts

  Jan 2016 - Aug 2016

  Manager assistant and quality

  • Monthly room inspection achieving 100% of the 75 rooms checked.• F&B inspection achieving 100% food quality and decreasing the losses in the F&B. • Requests and complaints tracking, and Experience survey management.• Internal auditing, Substitute and shift manager.• Reporting to the corporate manager and searching improvement in service levels.• Corporate Controllers report fulfillment percentage 81, 9%.

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  Mercadolibre.com

  Aug 2016 - Sept 2017

  Customer Experience Quality Analyst

  • Customer service Analysis through samples and huge amounts of data.• Following and analysis of metrics such as NPS and contact rate.• Follow-up on complaints, feedbacks and satisfaction surveys.• Monthly case audit of customer service representatives.• Results and plans presentation to supervisors.

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  Ten Lifestyle Group

  Nov 2017 - Aug 2018

  Lifestyle Manager

  • Aid Bank members with their traveling issues. • Quote and reserve flight, hotel, car hire, cruise or tourism services for members.• Multitask to meet deadlines in required quotes • 95% of the quotes sent before met deadline• 111 Monthly average of quotes sent

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  Liberty Seguros

  Sept 2018 - Apr 2022

  • Develop user stories and define acceptance criteria for portal requirements. • Prioritize the requirements according to impact in CX.• Management of scrum artifacts (Backlog management, burn up, Planning poker) • Analyze and investigate brokers pain points on backlog• Lead product increment an communications on every sprint • Lead the implementation of initiatives with stakeholders, UX and Agile team• KPI and OKR management including NPS, CSAT, Conversion rate and usability. Show less • Supporting the execution of the CX strategies such as the customer centricity culture. • Achieved 8% improvement of customers weighted average NPS. • Daily NPS, CSAT and CES monitoring using Qualtrics, SurveyMonkey and others. • Monthly results reported to Boston and each business area. • Monitoring the action plans for each area of the Company involved on CX. • Create, keep record, and update the Customer Journey Maps for each process. • Analyze and manage the SAC reports (audit and legal requirements). Show less

  • Product owner - Senior Digital Analyst

    Sept 2020 - Apr 2022

  • Customer experience Analyst

    Sept 2018 - Sept 2020
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  FCM Travel

  Apr 2022 - Oct 2023

  Global Product Owner

  • Roadmap ideation for chat and profile locator products for travel agents.• Prioritization of backlog regarding impact in the agent experience and productivity. • Successful launch of a multichannel product for 2 high value global companies. • Global contact with USA, UK, Asia, Australia & Europe. • Daily work on Agentport, requirements definition, bug fixing and feedback gathering from different stakeholders.

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  Globant

  Nov 2023 - now

  Business analyst Ssr Adv - Product owner

  - Manage the product backlog for an app, tablet, desktop and mobile responsive product for entertainment industry - Scrum team pod management with design, dev, QA teams.- Demo, review and planning ceremonies responsible - Communication of product technical needs to internal and external stakeholders. - Proactive solutions for in-development and delivery issues- Team guided and agile guided way of working, thinking first in human interactions