Andreia Silva

Experience

• 

  BNP Paribas

  Mar 2005 - now

  Lead, manage and develop contact optimization strategies, driving results in a logic of cost reduction and improved effectiveness in the collections department.Manage change together with operational teams in order to increase accessibility and maximize the potential of new contact solutions.Define, develop and implement strategic contact plans, whether short, medium and long term, in accordance with the operational strategy of the department and the company – monitoring market trends, application performance, testing new strategies and contact channels in a Champions x Challengers logic and taking corrective actions as necessary.Ensure and support the development of the department's strategic initiatives, supporting change teams through refinement/operational requirements to ensure more effective deliveries.Ensure structured problem solving using the team's technical and analytical knowledge and use critical thinking and a proactive approach to find innovative solutions that improve the customer and agent experience, with a positive impact on the department's results, and integrate them in a coordinated manner with exchange teams.Be a key element in meetings related to the company's contact strategy to lead/guide changes and in contact activities, participating in decision-making and important actions related to communications and contact strategy.Ensure the assessment and analysis of customer and department needs, allocate resources according to the contact strategy life cycle and promote customer satisfaction, cooperating in the development of new solutions for customers, and promote the growth of customer indicators Department.Increase customers' self-healing rate in billing. Define, lead and supervise plans/actions/programs, both for equipment and new functionalities, planning future launches, ensuring perfect interfunctional and interdepartmental collaboration. Show less The Collections Inovation & Development Team have the responsability of improve and develop the activity, with digital and others improvements that will also contribute to the global performance, integranted in a product team where Agile metodology is the way of doing.The activity is connected with the department strategy, garanting the ways to achieve the performance, to improve digital strategies and consequently by the empowerment of the activity.The team have as its main mission the contribution to operational efficiency and financial by the company's global strategy, through the development of processes and tools, which will assist teams in operational, leading to complex decision-making in critical business areas such as project tracking and budget management.It includes the ability to analyze project costs, project portfolio planning and models financial resources. The job is in a wide variety of roles to support the management, maintenance and follow-up processes, including necessary developments. Show less The Collections & Recovery Business Analysis Team incorporate the functions of Dialer Campaign Manager and Operational Strategy Analysis.The Campaign Managers are responsible for the construction of dynamic operational strategies in with the person in charge of the department, and consequently by the empowerment and the performance of campaigns defined via Dialer.The Collections & Recovery Business Analysis Team have as its main mission the conduction of operational efficiency and financial by the company's global strategy, through the development of processes and tools, which will assist teams in operational data analysis, leading to complex decision-making in critical business areas such as project tracking, budget management, and resource allocation.It includes the ability to analyze project costs, project portfolio planning and models financial resources. The job is in a wide variety of roles to support the management, maintenance and follow-up processes, including necessary developments Show less The Collections Business Analysis Team incorporate the functions of Dialer Campaign Manager and Operational Strategy Analysis.The Campaign Managers are responsible for the construction of dynamic operational strategies in with the person in charge of the department, and consequently by the empowerment and the performance of campaigns defined via Dialer.The Collections Business Analysis Team have as its main mission the conduction of operational efficiency and financial by the company's global strategy, through the development of processes and tools, which will assist teams in operational data analysis, leading to complex decision-making in critical business areas such as project tracking, budget management, and resource allocation.It includes the ability to analyze project costs, project portfolio planning and models financial resources. The job is in a wide variety of roles to support the management, maintenance and follow-up processes, including necessary developments. Show less The Collections Business Analysis Team incorporate the functions of Dialer Campaign Manager and Operational Strategy Analysis.The Campaign Managers are responsible for the construction of dynamic operational strategies in with the person in charge of the department, and consequently by the empowerment and the performance of campaigns defined via Dialer.The Collections Business Analysis Team have as its main mission the conduction of operational efficiency and financial by the company's global strategy, through the development of processes and tools, which will assist teams in operational data analysis, leading to complex decision-making in critical business areas such as project tracking, budget management, and resource allocation.It includes the ability to analyze project costs, project portfolio planning and models financial resources. The job is in a wide variety of roles to support the management, maintenance and follow-up processes, including necessary developments.The Collections Team before Litigation perform outbound treatment of contracts with four or more overdue. Show less 1st Unpaid and Late Collections (before Litigation) - 16 peopleTeam management ensuring the achievement of objectives (quantity and quality)Outsourcings managementData analysis to support the automobile collections activityMonitoring and controlTeam animation and development of operatorsRepossession and sales processAdministrative suport for all Collections teamsContinuous improvement (Kaizen and PDCA)Participation in Collections Projects with the aim oficial improving activity Show less

  • Contact Strategy Manager

    Sept 2023 - now

  • Team Manager of Business Analystics in Scrum Team

    Jan 2022 - Aug 2023

  • Team Manager of Collections & Recovery Business Analysis

    Oct 2019 - Dec 2021

  • Team Manager of Collections Business Analysis

    Aug 2019 - Sept 2019

  • Team Manager of Collections Business Analysis and Collections Team before Litigation

    Feb 2019 - Jul 2019

  • Automobile Collections Team Manager

    Oct 2014 - Jan 2019

  • Collections Team Manager

    Feb 2014 - Sept 2014

  • Customer Care and Rebound Team Manager

    Feb 2012 - Feb 2014

  • Comercial Assistant at Customer Care and Rebound

    Mar 2005 - Jan 2012