William Moura

Experience

• 

  Banrisul

  Jan 2020 - Jan 2021

  - Monitoramento e projeções de assuntos atendido em canais digitais;- Desenvolvimento de relatórios dos gerenciamentos de casos;- Adaptações e melhorias na experiência dos atendimentos;- Análise de demandas e tempo de gestão. - Atendimento através de canais digitais;- Gestão de carteira de pessoas físicas e jurídicas;- Análise de atendimentos;- Gestão de casos abertos por clientes.

  • Customer Experience Analyst

    Jan 2021 - Jan 2021

  • Suporte ao cliente

    Jan 2020 - Jan 2020
• 

  John Deere

  Jan 2021 - Jul 2022

  LATAM Customer Experience Analyst

  - Data analysis from NPS/CSAT surveys;- Data structuring (SQL) for reports (Power BI & Excel);- Finance analysis and report (SAP);- Marketing strategy, generating growth and brand' value;- Training development for employees and dealer's network (CCC);- Marketing project management alongside with agencies;- Customer Support improvement B2B.

• 

  BEES

  Jul 2022 - now

  - Lead development teams to build and manage fit gaps.- Design product and project strategies, ensuring execution and monitoring of direct and indirect teams.- Work closely with Product teams, participating from development, building the value proposition, MVP, to Go To Market.- Collaborate closely with the sales team to monitor product feedback and develop plans to improve professional customer satisfaction.- Lead pre-launch, launch, and post-launch of features and products while measuring their success.- Collaborate closely with the training team to develop content, programs, training, presentations, and sales enablement tools to communicate the value proposition of digital products aimed at driving adoption and revenue growth. Exibir menos Bees Care, Force & Grow implementation for AB Inbev breweries and Bees Partners (BRF, Nestlé, PepsiCo, Mondalez...) for B2B, B2B2B and B2C markets (ZenDesk);- Responsible for connect the business strategy with the tech team, leading meetings and discoveries, adapting the need with the solutions;- Manage a backlog of work for customer portfolio, scoping and prioritizing tasks based on the project timeline (Scrum with Jira)- Provide business consultation for the breweries, capture the business problem, and configure the solution at BEES platform in order to meet and exceed expectations;- Structure data base (Micro services) to connect via API e-commerce solutions - Training AB Inbev breweries teams to succeed the digital transformation for customer support, digital products and E-commerce solutions. Exibir menos

  • Global Project Manager

    Jan 2024 - now

  • Global Product Specialist

    Jul 2022 - Jan 2024