Experience

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  Lexmark

  Nov 1998 - Mar 2006

  Customer service

  • Technical training and 3rd level technical support for resellers, authorized service network and solution integrators• Coordination of equipment replacement projects• Traveled to Lexmark headquarters in the USA twice to receive technical training• Technical product support for large accounts

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  Samsung electronics

  Mar 2006 - Jan 2010

  Customer service supervisor

  • Service to B2B customers and VAR resellers (government and corporate accounts)• Service delivery management (contract SLA)• Trips to Samsung headquarters in South Korea and subsidiary in Mexico• Restructuring of the service network for B2B and B2C• Support for ANATEL approval in CPQD Laboratories• Planning and review of spare parts inventory for IT products• Coordinated several rework processes within central stock and in the field• I was responsible for the IT RMA process (Returns and exchanges of new products) Show less

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  Sharp

  Jan 2010 - Jan 2013

  Customer service manager

  • Customer relationship with the brand, focused on CRM• Support and training for resellers and distributors• Warranty, RMA and DOA/DAP processes• Visionary restructuring of spare parts inventory• Transformation in the parts sales process (significant increase in revenue and profitability)• Homologation and certification of new product models at ANATEL• Innovative implementation of an exclusive website for channel partners• Trip to Chicago and New Jersey to learn about operations (Regional Headquarters) Show less

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  Intel coprporation

  Jul 2015 - Dec 2016

  Strategic partner adviser - iot (internet of things)

  • Comprehensive assessment of Intel partnerships for IoT solutions• Collaboration with the development of the Go-to-market strategy for IoT solutions• Active and impactful participation in fairs and events across the country (more than 15 participations)• Visionary presentations of the IoT solutions portfolio for some Intel partners• Recruitment of new strategic partnerships for the ITP (Intel Partnership Program)• Generation and warming of sales opportunities (Leads)

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  Hp inc - it marketing

  Dec 2016 - Feb 2018

  Business manager

  • Strategic sell-in of HP supplies• Supported 40 accounts in different regions of the country (SP, RS, PR, MT and MS)• Design and monitoring of sales campaigns• Activation and expansion of the HP product portfolio in accounts• Encourages the pioneering adoption of Digital Marketing by accounts• Guided product merchandising improvements for resellers

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  Samsung - gi group

  Sept 2019 - Jan 2022

  Planning supervisor

  • Strategic audit, review and implementation of customer service processes• Multifunctional orchestration for priority deliveries• Innovative validation of value propositions through advanced data analysis (SAP, Excel)• Leadership in several Samsung service center implementation projects• Disruptive development and continuous improvement of main KPIs• Pioneering communication about procedural and policy changes to Samsung partners• Creation and innovative implementation of a training program for partners Show less

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  Thermomatic

  Jul 2022 - Oct 2022

  Title customer experience - customer success

  • Innovative consumer journey analysis to improve the experience• Unprecedented integration of WhatsApp API with CRM and implementation of Chat Bot for customer service• NPS survey structuring• Restructuring processes and after-sales team• Agile project management using Trello, driving excellence in after-sales• Adequacy of relationship rules to enhance consumer satisfaction