Experience

• 

  Atento

  Jan 2005 - Jan 2007

  Platform desktop on behalf of microsoft

  Technical support to Consumer and Enterprise Microsoft customers on operating systems - Windows 98/ME/2000/XP/2003/Vista. Support for versions of Microsoft Office 2000/XP/2003/2007. Designing technical trainings and management of the procedures to support the supervision.

• 

  The walt disney company

  Aug 2008 - Aug 2011

  Cs team lead

  Support on technical questions, usability, subscriptions, billing and moderating online content via phone and e-mail to Club Penguin users. Emphasis on Customer Experience based on the vision and values of the company.Coordinating, training, leadership and professional development for the staff.

• 

  Sitel

  Aug 2011 - Apr 2014

  • Development, organization and development of support materials, rooms and other facilities for the presentation of content. Report on meeting the results of Key Performance Indicators (KPIs).• Implementation and management of the demand for classroom training and e-learning through Learning Management System. Logistics, control rooms, performance reviews and training experience for customer projects as Microsoft Consumer, Dell Consumer and Commercial, including activation profile and software policies, technical support, customer experience, through the channels Phone, email, Chat and Social Media as Facebook, Twitter and Complains.• As Development Manager and Leadership, I worked in strategic analysis, design, adaptation, transition, operation and continual improvement of corporate training plans offered by the Leadership Academy. • Responsible for reviewing Service Level, following the routines relationships with the client, with the results obtained by the coaching staff for the management and new demand transition analysts and coaches for the plant in service operation, process review, implementation and audit Show less Training the new employees from Microsoft Customer Service Support, acting as Training Team Lead. Formation of new Trainers and following up daily reports to monitor the New Hire and Ongoing trainings.Part of the project LATAM Project Meridian, responsible for training and migration of call center vendor prior to Sitel Brazil and tracking the post-migration support.Acted as directly responsible for the Windows 8 launch in Brazil, coordinating staff training and appointed as Ambassador of Windows 8.On Dell project, I have been working as Senior Training Team Lead with management support and allocated customers on site, identifying opportunities for improvements in training plans and support the Customer Service operation. Show less

  • Leadership and Development Manager

    Jun 2013 - Apr 2014

  • Sênior Training Team Lead

    Aug 2011 - Jul 2013
• 

  Bu

  Jan 2017 - now

  Training analyst

  Understanding Training Needs, content development, Agenda and Schedulle management. Logistic and control of KPI´s. Training routine travelling round Brazil.Preventing and Security Training with public and private security agents.Project management support.CPI training and results managementsCargo Tracking management systems training and management