Guina Amaro

Experience

• 

  Vivo

  Dec 2006 - Jul 2007

  Op Telemarketing

  My first job was at Telefônica's SAC, currently Vivo.Customer service to the general public to assist in billing, repair, and various complaints.I was present at the moment of the implantation of Tone to Pulse, and of the dial-up internet with a modem that vacated the line. Dealing with the public in a huge technology transition was the biggest challenge, as the billing and service rules had their procedures updated.

• 

  Azul Brazilian Airlines

  Aug 2012 - Mar 2016

  Telemarketing operator

  I started at the company's SAC, helping several simple matters such as lost luggage to even more delicate situations such as a flight cancellation.I received a vertical promotion for the Reaccommodation sector, where I contacted customers informing the changes in the itinerary and negotiating with them a better option for their case.In the last year I focused on critical cases of Re-accommodation, involving VIPs, public figures and urgent relocation with great demands, with possibilities to create routes that were not commercialized for a solution working together with other areas of AzulCenter and Airports.I acquired the ability to deal with lives and situations in cases of need, strategic and quick thinking to always bring viable solutions in a short period of time. Show less

• 

  Apple

  Mar 2017 - Apr 2018

  Custome Care

  Technical Support for Iphone, Ipad, Ipod, iOS and Apple Watch, from basic how-to procedures, shipping and repair, account procedures, password reset, email access. Focus on positioning service, showing the internal processes in a simple and conciliatory way, explaining to the customer the possibilities within the parameters, always positively and focusing on what can be done, often rebuilding customer loyalty to the Brand. *External by Concentrix Brasil

• 

  Uber

  Jun 2018 - Aug 2021

  Onboarding Specialist

  Uber has a corporate online platform, with 5 different products, more information at https://www.uber.com/br/pt-br/business/I worked on the Executive Sales Team at Uber for Business, along with Account Executives (Account Executive) and Account Managers (Account Manager) focusing on strategic medium and large companies (SMB and Enterprise) with a focus on rapid revenue growth and leveraging the use of the product, according to your use/profile of each account.I was the point of contact (POC) between the customer and Uber, working with the Customer and internal areas to align expectations and close an Action Plan for the launch, via calls, email or videoconference.I performed the Implementation/Onboarding process.- Creation of accounts in systems, interaction with internal areas aiming at agility and quality in the financial process and fraud.- Platform training, in person or via videoconference, teaching the customer the self-service system, whether commercial, management or operational team, according to the need and profile.- Launch of the system, which was a face-to-face action within the company, helping employees configure the App, or remotely, depending on the Executive team's strategy.- Assisted as a point of contact (POC) in the first 3 months, with weekly analysis of KPI's seeking new ways of use and adherence by employees.Salesforce, Google Workspace, JIRA, Slack were some of the systems used. Show less

• 

  Aivo

  Mar 2022 - Jul 2022

  Onboarding Specialist

  Saas, chatbot implementation with Omnichannel AI, more information at https://pt.aivo.co/agentbot-chatbotArgentine company that offers omnichannel solutions for website, Facebook, Instagram and Whatsapp with three different products.I had contact with the Spanish language on a daily basis.Performed the Onboarding process- Creation and Kickoff of the project.- Platform training- Bot parameterization and Machine Learning initial feed- Meetings with fixed customers to guide with technical processes such as API- I created the Playbook of the area- Optimized the Kickoff presentationMonday, Gainsight, Salesforce, Slack, Google Workspace were some of the systems used. Show less

• 

  Syndigo

  Oct 2022 - Mar 2023

  Technical Implementation Specialist - LATAM

  Saas, product content enrichment company on retail page.The brand hires the solution so that its product page has more interactivity, so the brand feeds the solution and the solution distributes the content to retailers, more information on https://syndigo.com/live-content/- Responsible for the implementation of the Javascript tag in the e-commerce stores of the retail customers in Latin America, responsible for NOLA and SOLA supporting and monitoring the implementation.- Support to the commercial team with various technical issues, such as pre-sales, API use, and internal support demands as part of the American technical team.- I created Playbook of the area.- Member of the company's DE&I - Diversity, Equity and Inclusion team.Teams, Salesforce, Trello, JIRA and Postman were some of the systems used. Show less

• 

  Copastur Viagens e Turismo

  Jun 2023 - Jan 2025

  Onboarding Specialist LATAM