Renata Ventura

Experience

• 

  ABB Brasil

  May 2011 - Jul 2017

  - Manage Contact Center operations in line with local and global requirements;- Jointly with business areas define and implement improvement on the end-to-end customer support;- Responsible for the Transactional NPS (Net Promoter Score) survey, which is focused on the customer’s recent experience. Ensure that results are analyzed and actions are taken upon dissatisfaction feedbacks;- Supporting Customer Service and Salesforce training;- Define and implement key performance indicators (KPIs), communicate them and improve performance accordingly;- Salesforce (CRM) Champion for Customer Support (Lead and Case Management) and Marketing - (Campaign Management). In charge of training, users supports, change requests, etc;- Direct the support efforts of the 24/7 customer service operations with outsourcing partner and ensure an efficient customer experience;- Responsible for local cost center budget and ongoing cost control. Show less - Operate the Contact Center in accordance with ABB group requirements;- Improve responsiveness and quality of response to the customer inquiries and ensure that these inquiries are assigned to the correct divisions of ABB;- Manage team’s performance by sharing expertise, providing coaching and training;- Provide monthly reporting to ABB divisions with relevant data on various aspects of contact center performance, as well as, reporting group key performance indicators (KPI).- Engage ABB people to achieve customer service targets, identify rooms for improvements and share best practices; - Responsibility for local cost center budget and ongoing cost control. Show less

  • Contact Center Coordinator

    Feb 2015 - Jul 2017

  • Contact Center Supervisor

    May 2011 - Jan 2015
• 

  AGCO Corporation

  Aug 2017 - now

  - Manage Customer Service at AGCO Parts Brasil;- In charge of dealer order handling for Brasil, Intercompany and South America;- CRM / Salesforce Management and Integration with Dealer Portal;- Catalogue Support, Claims & Returns and Machine Down Support.

  • Sr. Manager - Global Customer Care

    Mar 2025 - now

  • Customer Care Manager - South America

    Sept 2023 - Mar 2025

  • Customer Care Supervisor - Brasil

    Aug 2017 - Sept 2023