Carol Alves

Experience

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  Rio 2016 - Comitê Organizador dos Jogos Olímpicos e Paralímpicos

  Jul 2016 - Sept 2016

  Operations Supervisor

  Assisted in managing benefits and daily attendance for the entire team of paid staff and volunteers at Rio 2016. Experienced in Check-In procedures, Intranet systems, Excel spreadsheets, administration, and human resources.

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  Atento Brasil

  Dec 2016 - Sept 2017

  Support Team Assistant and Expert in Siebel Systems. Managed knowledge by training consultants and operations teams on gaps in contact handling, and effectively disseminated system knowledge across the operation. As an Outsourced Customer Service Representative, I advised and resolved user inquiries and concerns related to services offered by the entity. I efficiently delivered information on new products and services, ensuring high levels of customer satisfaction.

  • Subject Matter Expert

    Mar 2017 - Sept 2017

  • Outsourced Customer Service Representative

    Dec 2016 - Mar 2017
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  Sutherland

  Oct 2017 - Oct 2022

  In this role, I had the opportunity to manage teams covering Brazil and all LATAM countries and, in addition:Impact the business: Drove results aligned with performance metrics, chat metrics, utilization, productivity, attendance, and attrition goals.Manage administrative responsibilities: Handled attendance tracking, queue administration, and corrective delivery.Influence the lives of others: Developed, trained, and managed team members to achieve their full potential.Strengthen relationships: Established and maintained communication with clients and team members, addressing needs, resolving issues, and meeting expectations.Keep morale high: Implemented motivational programs and encouraged frequent recognition to maintain high morale.Impact the bottom line: Produced solid and effective strategies based on accurate data reports, analysis, and keen observations.Define Sutherland’s reputation: Oversaw and managed performance and service quality to ensure customer satisfaction.Keep leaders informed: Relayed important information through timely and accurate reports. Show less Ensured compliance by coordinating and performing Spanish and Portuguese coding compliance audits in accordance with the Coding Compliance Audit Methodology. Promoted best practices and solutions in Coding Compliance Auditing within various lines of business.Aligned Sutherland with Federal, State, and Sutherland’s regulatory and coding guidelines by researching and applying appropriate standards to audits. Maintained audit work papers and ensured that recommended corrective actions were timely, practical, and relevant.Established strong communication by identifying and engaging with relevant internal and external resources necessary for conducting audits. Additionally, provided support for external compliance audits and coordinated with external resources to ensure successful audit outcomes. Show less

  • LatAm & EMEA International Associate Account Manager

    Oct 2021 - Oct 2022

  • LATAM Associate Customer Success Manager

    May 2019 - Oct 2021

  • LATAM Quality Assurance Specialist

    May 2018 - Apr 2019

  • Customer Development Team Consultant

    Mar 2018 - Apr 2018

  • Sales and Support Business Development Consultant

    Oct 2017 - Feb 2018
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  Rockstar Coders

  Jan 2023 - Jun 2024

  Customer Success Manager, Brazil Region at VitalSource Technologies
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  Engineer Access

  Jan 2023 - now

  Customer Success Manager, LATAM at VitalSource International

  In this role, I oversee customer success efforts across LATAM, including a focused responsibility for the Brazilian region. My role includes:Driving Customer Success: Oversee the customer lifecycle to ensure long-term satisfaction, retention, and growth across both the LATAM region and Brazil.Strategic Account Management: Develop and maintain strong relationships with key clients, understanding their unique needs and providing tailored solutions to meet their goals.Regional Leadership: Collaborate with cross-functional teams to align strategies and deliver exceptional service, ensuring that objectives are met.Data-Driven Insights: Utilize data and customer feedback to drive improvements in product adoption, customer satisfaction, and overall account health.Performance Metrics: Track and analyze performance metrics to ensure that targets are met or exceeded, with a focus on market specifics.Customer Advocacy: Serve as the voice of the customer within the organization, ensuring that their needs are represented in product development and business strategies. Show less