Experience

• 

  Cia brasileira de distribuição

  Nov 2001 - Jun 2003

  Cashier
• 

  Elo administradora de bens imoveis e condominios

  Oct 2003 - Jun 2005

  Office support assistant
• 

  Artec construtora

  Sept 2005 - Jun 2006

  Office support assistant
• 

  F a oliveira e filho s/c ltda.

  Feb 2007 - Jan 2008

  Office support assistant
• 

  Bradesco

  Jan 2008 - Nov 2015

  Administrative operations manager

  Leadership of a team of 15 employees, focused on increasing productivity and developing skills, with emphasis on the implementation of Personal Development Plans (PDIs).Supervision of financial operations and ensuring compliance with internal policies and external regulations, applying effective quality control measures.Implementation of risk prevention strategies, including analysis of behavioral patterns and proposals for preventive solutions, optimizing operational efficiency and promoting safety.Preparation of detailed financial reports and creation of strategic metrics, supporting data-based decision making for continuous improvement and alignment with organizational objectives.Collaboration on strategic projects and active participation in weekly meetings with stakeholders to share operational challenges and co-create solutions. Show less

• 

  Mondiconect

  Nov 2018 - Dec 2021

  Virtual support and operations analyst

  Increased customer satisfaction by providing support and efficiently resolving issues, utilizing effective communication skills to ensure a positive experience.Reduced response time for requests by optimizing workflow through the triage and routing of requests to the appropriate team, demonstrating excellent collaborative work and organizational skills.Improved operational efficiency by organizing and managing tickets, registrations, and scheduling, applying planning strategies to ensure operational effectiveness.Increased customer retention by personalizing interactions based on user data, utilizing data analysis tools and technical knowledge to identify trends and insights.Identified trends and insights that resulted in service improvements, reducing problem resolution time by applying proactive solutions to meet customer needs.Demonstrated flexibility and adaptability by quickly adjusting work methods and service strategies in response to changing customer demands and market conditions. Show less

• 

  Wellhub

  Jul 2024 - Jan 2025

  Process and operations specialist

  Renegotiation of contractual conditions for more than 300 customers per month, using Salesforce to ensure that terms meet the needs of both Wellhub and customers, minimizing contractual risks.Strategic management of demands for renegotiation and renewal of contracts from SMB customers in all regions, ensuring compliance and mitigating possible financial risks.Close collaboration with the Customer Experience and Customer Success teams to deeply understand contractual conditions and identify opportunities for improvement, always focusing on protecting Wellhub's interests and ensuring customer satisfaction.Opening technical support tickets through Zendesk to log requests, track issue resolution, and ensure the best possible customer experience.Preparation of reports to monitor metrics and analyze managers. Show less