Tamiris Vieira

Experience

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  Unisys

  Jan 2005 - Oct 2009

  Service Support Representative

  Responsible for IT Service Desk service, process management, and onboarding new customers.IT Service Management- Incident Management, focusing on improving response time and resolution of tickets/support requests, escalating when required.- Technical and Soft-skills mentoring: taught and provided technical support to front-line agents. including teaching problem-solving and the ability to manage multiple priorities within a high volume and fast-paced environment and handle shifting priorities - Knowledge Management: translation of manuals and playbooks, and documented process and procedures to be published to the team or on the KnowledgebaseServiceDesk new customer implementation- Onboarding new customers to the service, training them and ensuring they have a full understanding of the essential functionalities of the tool.- Led the project meetings, and the execution and deployment of new customer implementations by partnering directly with local and global digital teams, business stakeholders and strategic partners Show less

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  SONDA

  Oct 2009 - Feb 2011

  Quality and Process Improvement Analyst

  IT process management and governance was my main duty, acting as a business analyst to the Professional Services leadership team and executives, providing insights to help shape the strategy of the business.I have also advised customers on business process improvements based on best practices, business knowledge, and visibility into current vs. future state capabilities, and worked across functional teams to capture and prioritize requirements for technology or features. I have also assisted with: IT Change Management- Monitoring process since initial steps of change submission, committee approval until the closure of change requests submitted, including auditing change execution and results- Leader of Change Board meetings, responsible for delivering training to employees and suppliers/vendors and assisting Project Manager on change schedules.- Natura company' representative on vendors meetings to evaluate and define responsibilities on change execution. Participation in Business and Board meetings to present the results and impacts of IT changes executed.KPI reports- Consolidation of data and report creation to reflect IT Systems availability and Critical IT incidents, IT processes, and IT Vendor results.- Responsible for creating and updating IT KPI Dashboard, with Indicators mapping, targets, and documentation related to how to calculate and promote results.Process Quality- Mapping and creating documents and flows related to Field Services, Asset Management, ASPEN SATI e SPED Fiscal software support, and Printing Outsourcing services- Processes review for gaps and improvement opportunity detection while monitoring IT operations.- Responsible for keeping up-to-date documentation and training and preparation for ISO 9000/9001 audits.- Satisfaction Survey follow-ups for developing an action plan to non-conformity/dissatisfaction aspects. Show less

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  Natura

  Mar 2011 - Dec 2013

  Information Technology Coordinator

  Responsible for acting as the interface between the business areas and the tech providers who supported the corporate systems and services. Main duties covered: ServiceDesk Contract Management- Responsible for the outsourcing contract signed with the vendor to provide ServiceDesk service to employees in Brazil, Latin America, and France- IT Services/Support Portal creation as end-user transformation project, including self-help, community, and gamification approaches - Repositioning of ServiceDesk Management as "User Satisfaction Guardian", engaging with other areas of support / IT, and making them accountable for User satisfaction/resolution (Creation of "Quality/Satisfaction Champions").- Conducting the handover of new services and applications from Project to ServiceDesk Support.Service and Process Relationship Management- Point of Contact for business areas for IT demands prioritization, including scoping, developing user stories and use cases, and seizing impacts.- KPI monitoring and action, responsible for presenting the IT results to business areas and ensuring that IT was supporting the business strategy- Member of the IT processes transformation team, mapping existing processes and working with the team to implement changes to reduce bottlenecksCritical Infrastructure Incident Management- Escalation point of contact (7x24) for IT critical incidents- Evaluation and approval of Root Cause reports and conduction of analysis and documentation of lessons learned and action plans.- Analysis and management with vendors to IT assets monitoring processes (Automated or not) to prevent new issues/critical incidents.IT Change Management- Change Management Lead, responsible for supporting and auditing process and conducting related meetings and training.- Support to internal and external audit processes to validate related controls (ISO/SOx)- Definition of Change/Release Calendar, unifying IT maintenance schedules. Show less

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  Microsoft

  Mar 2014 - Mar 2018

  Advocacy Manager - Driving improvement / change based on escalation and Voice of Customer feedbacks

  The main responsibility was to advocate on behalf of Customers and identify customer experience improvement opportunities throughout the business, focusing on operational excellence.In addition to issues raised due to primary support channels not meeting customer needs, I also proactively listened and addressed customer issues, identifying systemic problems and key trends to be resolved on both Cloud and on-Premises Microsoft products and services, also connecting with key subject matter experts and decision-makers around the globe to engage them in resolution actions. I also analyzed critical business requirements, identified deficiencies, and potential opportunities, and developed innovative methodologies for enhancing competitiveness, revenue, and customer service offerings, managing multiple cases and projects at once. I supported the development of strategies and roadmap programs, worked with partners in dependant technology teams to influence the prioritization of projects to deliver customer experience strategy.I also conducted end-to-end analyses and experience reviews to document insights and opportunities to improve customer experience and strengthen the Voice of Customer program.Development of insights and presentation of well-reasoned, data-driven proposals to cross-functional stakeholder teams on improvement opportunities for the business were also part of my main duties. *Hired by Adecco, allocated full-time at Microsoft Show less

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  Worldpay

  Mar 2018 - Nov 2021

  I worked within a B2B customer-facing environment, managing operational customer relationships for a designated book/portfolio of corporate customers being responsible for optimizing the experiences customers have across the company products related to their e-commerce payment strategy. By leveraging Worldpay Acquiring, Payment Gateway, Fraud prevention, and partner products, and based on data performance analysis and benchmark comparisons, I identified optimization opportunities and recommended actions to increase customer satisfaction, payment approval rates, and reduction of fraud/chargebacks on their processing mainly in Latin America, US, and Europe markets.I'm an analytical thinker with the ability to assess and leverage diverse data sets to develop and implement strategies. My goal was to act as a trusted advisor to key customer stakeholders and executive sponsors to drive product adoption and ensure they leverage the solution to achieve full business value.I understood customer’s business strategies to develop improvement action plans required, engaging with internal resources and customer staff, gathering and managing inputs and data to work with merchants on executing recommendations, including developing and presenting performance and progress reports.I also championed customer issues internally and developed the relationship with all areas of interaction, such as BI, Products, Finance, Operations, Marketing, Sales administration among others to ensure proper scoping of new functionalities and service excellence.I also assisted with reporting and management/monitoring of Gateway and Acquiring operations such as Authorizations, Scheme Compliance, Reconciliation, and new markets/global expansion hand-overs/projects. Most case and opportunities management were done using Salesforce, with project tasks/requests managed on JIRA and IT requests and Incidents managed using ServiceNow. Show less Execution, documentation, and training/awareness of Latin America's new customer onboarding and set-up processes.Tracked customer activity to identify churn risk and worked proactively with related Account Teams to raise and help address/eliminate the risks. Continuous Engagement with Third-party partners in Mexico, Colombia, Central America, Chile, Argentina, and Brazil to enable and onboard new merchants for e-commerce (Acquiring and Payment gateway) services, supporting Geo-Expansion strategies. Best practices definition and KYC (Know your customer) tasks completion for Brazil customers. Acted on e-commerce operation processes improvement and also assisted with support to SMB customers.Established and maintained business intelligence management dashboards, regional reports, and executive review documents used to drive business decisions, using tools such as Grafana, Splunk, Power BI, and Tableau. Show less

  • Client Relations Account Manager | E-commerce Operations - Corporate Customer Relationship

    Jul 2019 - Nov 2021

  • Corporate Support Advisor - E-commerce Operations Processes and Onboarding

    Mar 2018 - Jul 2019
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  Mercado Livre

  Nov 2021 - Aug 2022

  Payments Innovation Supervisor - Mercado Pago | Approval rate optimization & Issuers' relationship

  Responsible for approval rate optimization for Brazil operation, including POS, marketplace / e-commerce, wallet, and other online payment transactions.Partnering with internal teams such as Fraud prevention, Projects, product and technology teams to implement security and other changes for raising transaction conversion - Working on 3DS, tokenization, and other authorization projects to raise payment acceptance while still mitigating fraud and reducing friction to customers.Mapping and ensuring governance on all operational processes involving acquiring, card schemes and issuer routines. Leading regular meetings with top acquirers and issuers of the region, to identify and work on opportunities for improving authorization performance.Leveraging data, optimizing the efficiency of the initiatives in place including analysis, dashboard creation and reporting of results Show less

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  Rockstar Games

  Mar 2023 - now

  • Associate Production Coordinator: World & Population

    Jan 2024 - now

  • Development Support: World & Population

    Mar 2023 - Jan 2024