Noah Santilio

Experience

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  Contax

  Feb 2013 - Aug 2013

  Analista de atendimento ao cliente

  Atendimento ao cliente Credicard via e-mail e chat.

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  Topcred Cobranças

  Sept 2013 - May 2014

  Analista de Empréstimo e Consultoria

  Participei da construção de um novo modelo de vendas de crédito consignado onde atuei como analista de crédito com foco em vendas via call para pensionistas e aposentados onde elaboramos rotina do call center, script, movimentação da carteira de clientes e também como contactar o cliente via telefone, SMS, e-mail marketing, etc.

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  Teleperformance Brasil

  Sept 2014 - Oct 2015

  Analista de Retenção

  Atuei como analista de retenção N1 de clientes UOL, onde tive a oportunidade de atuar como apoio operacional da operação de Retenção UOL N1. Também atuei com atendimento de retenção N2 para clientes UOL HOST prestando atendimento não apenas como retenção, mas também com suporte as ferramentas e vendas de aplicações para a construção e customização de sites, além de ter ficado também como apoio operação para N2.

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  Escale Digital

  Apr 2016 - Dec 2019

  Coordination of After Sales Team (15 positions) B2B and B2CHybrid team serving Claro, Net, and VivoResponsible for quality processes and resolution of pending issuesManage results, commissioning, and operating costsPrepare and present results to senior management and clientsHandle over 3,000 customer tickets per month with an SLA resolution of up to 6 hoursSupport Development and IT teams in improving tools (Zendesk and Oracle)Coordination of Customer Service Team (10 positions) B2B and B2CHybrid team providing service for Claro, Net, and VivoMonitor installation of Internet, TV, and Landline servicesImplement and manage SMS and WhatsApp routines for service installation remindersManage results, commissioning, and operating costsServe over 2,000 customers per month with a 60% installation targetCoordination of Activation Team (3 positions) B2B and B2CHybrid team responsible for post-installation activation of telephone linesManage contact strategy, results, and daily/weekly/monthly targetsAchieve over 250 cell phone plan sales and 150 activations per monthUse Zoho, Zendesk, WhatsApp, Oracle, and internal PABXCoordination of B2B and B2C Lead Reuse Team (5 positions)Analysis and operational indicators Alignment of projects, processes, and improvements to the strategic objectives of the businessAnalysis of operational indicators using Excel and Looker Monitoring sales indicators, average ticket, CAC, LTV, TMA, TME, conversion and Churn RatePresentation of results to senior management and end customers (Claro, Net and Vivo)Hybrid team focusing on reusing unsuccessful sales leadsConduct 200-300 calls daily for lead reuseMonitoring sales indicators, average ticket, CAC, LTV, TMA, TME, conversion and Churn RateContinuous ImprovementIdentify and record improvement areas across responsibilitiesCreate schedules, backlogs, and prioritize new activities or improvementsAnalyze and present results after implementing improvements Show less Customer Experience - Focal point for the customer, understanding all needs, scope changes, and measuring customer satisfaction - Monitoring the experience of Telecom customers (Net, Claro and Vivo) - Implementation and monitoring of the NPS on the experience of contracting Telecom services - Ensuring the best customer experience through defined processes- Monitoring the main experience indicators, Activation, Expansion, Lifetime Value and Churn Rate- Collaborating with the Marketing team to improve campaigns based on customer experience Processes - Focal point of processes in the implementation process of a Sales Center and BackOffice team- Requirements gathering and functional documentation elaboration- Conducting process and diagnostics improvements in the Sales Center and BackOffice- Creation and maintenance of knowledge base - Conducting and implementing tools such as Jira, BeeDoo, Zendesk and Oracle- Support the development team with the project requirements- Facilitator and remover of impediments to the project's progressAnalysis and operational indicators - Alignment of projects, processes, and improvements to the strategic objectives of the business- Analysis of operational indicators using Excel and Looker - Creation and maintenance of reports created in Looker for the BackOffice team- Monitoring sales indicators, average ticket, CAC, LTV, TMA, TME, conversion and Churn RateCRM and PABX- Technical documentation of configurations - Responsible for technical testing (QA) - Supporting the IT team in setting up queues, rules, fields and automations in Zendesk - Responsible for monitoring and managing the volume of tickets in Zendesk - Collaborating with the Development team on modifications to the PABX (Oracle) - Analysis of technical indicators, volume of lost tickets, volume of problem calls, etc. Show less

  • Customer Success Coordinator

    Apr 2019 - Dec 2019

  • Process Analyst

    Jul 2017 - Apr 2019

  • Quality Analyst

    Oct 2016 - Jul 2017

  • Sales Analyst

    Apr 2016 - Oct 2016
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  Pitzi

  Feb 2020 - Dec 2020

  Help Desk, Process, Quality & Training Coordinator

  Operations Manager (B2B and B2C)Coordination of the support teams for the service operation, QA, Processes, Training, Data and HelpDeskDevelopment of strategies to maintain operating levels such as TMA, TME, TMO, SLA, NPS and Churn RateEnsure quality standards and compliance (LGPD) Define goals and strategies to ensure timely deliveries Managing the backlog of improvement tickets using Trello and ScrumResults: service level above 86%, average chat queue time below 8 minutes and email resolution SLA below 24 hoursOperational PlanningImplement control and monitoring routines (Help Desk)Plan schedules for time off, breaks, holidays, and overtimeAnalyze performance and set goals (service level, SLA, TMA, TME, TMO, among others)Support SLA control, call volume, traffic, ticket volume, etc.Produce daily performance reports using Excel, Power BI and Google Analytics to compare service levels in relation to the last day, week and monthGovernance Implement agile methodologies for process management, such as Scrum, Waterfall Management, SWOT Analysis and 5W2H Implementation and maintenance of the knowledge base managed in the tool Beedoo AI_Learning Manage teams responsible for process creation and maintenance the knowledge base Map and maintain CRM procedures, PABX systems, quality standards, and customer experienceQuality Assurance (QA) Manage the Quality Management team Apply Quality Management methodologies (SWOT Analysis, PDCA and Pareto)Create general and individual reports for the analyst and manager on Beedoo AI_Learning and Google AnalyticsResults: 4 analyzes per person + individual feedback and improvement plan to maintain an average score above 85%CRM/PABX Conduct market research for new CRM/PABX Evaluate national and international options Design, manage, and implement PABX (55PBX) Develop IVR and attention rules Facilitate communication between internal and external teams for tool implementation Manage CRM and PABX-related costs Show less

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  Werise

  Dec 2020 - Jun 2021

  Process, Quality and Training Coordinator

  AcademyFree training focused on Salesforce Clouds to identify and hire new employees Responsible for the program management, such as schedule, goals, participant experience, material quality, student onboarding and experience team50% response rate and average 90% NPS scoreDuring the period that the program was only nascent (10 months), we had 10 more editions, with more than 100 participants and 15 hiresAnalyze, respond to and plan for continuous process improvement on feedback receivedReport to management and senior management OnboardingHandled the onboarding process for new hires (Academy and general)Defined a one-week onboarding process Collaborated with HR to create a daily agenda Collaborated with the project team to develop technicalCreation and application of initial training in internal tools (Jira, time recording system, etc.) and methodology used in projectsCustomer ExperienceCustomer portfolio management with the aim of up- and cross-sellingConducting customer experience surveys (NPS and CSAT)Facilitating conflict resolution during projects Analyze, respond and elaborate a continuous improvement plan for the process based on the feedback collected in the NPS/CSATGovernance, Processes and Internal ExperienceImplementation and maintenance of the knowledge base (Confluence)Implementation and support in the use of Jira Help Desk for ticket and project controlMapping of improvements and management of the implementationDescription and elaboration of positions/functions Elaboration of internal dynamics for the development of the collator Elaboration of internal trainings about processes/tools/methodologiesInternal support for the project teams by monitoring billable hours and other demands related to team performance Show less

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  OSF Digital

  Jun 2021 - Jun 2024

  Operations Manager

  OSF AcademyOver 40 editions, more than 300 candidates certified and over 100 hireFree program for training new consultants or developers in Salesforce technologiesResponsible for implementing, maintaining and collaborating in the definition of short, medium and long-term goalsCustomer Experience Team40% response rate and 85% average NPS scoreOversee and enhance the overall experience (CS) of students at the Academy, ensuring a supportive and engaging learning environmentConduct 1:1 follow-ups with participants to address individual needs, utilizing satisfaction surveys like NPS and CSAT to gauge and improve service qualityGovernance TeamKnowledge Base Management, centralize and maintain critical information and best practicesProcess Mapping, identify, map, and document new and existing processesTool Management, implement and manage project and demand management toolsContinuous Improvement, identify and execute process improvement initiativesRole Definition, define and document job roles and responsibilitiesTeam Development, facilitate activities to enhance team dynamicsTraining Programs, develop and deliver internal training on processes and toolsManagement of more than 5k certificates and related costsReportsStructuring data to create reports and initial analysis of indicatorsSupport for internal teams creating reports (definition of KPIs, graphs, analysis, possible improvements, etc.)Creating reports in Excel and Power BI using advanced forms and SQLSupporting internal teams in analyzing to identify improvementsContinuous ImprovementResponsible for identifying and recording points of improvement in all of my areas of responsibilityCreation of schedules, backlog and prioritization of new activities or improvementsImplementation of improvements using agile methodologies such as Scrum, Kanban, SAFe, among others methodologies Analysis and presentation of results after improvements are implemented Show less

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  Itaú Unibanco

  Nov 2024 - now

  Analista de Engenharia de Processos