Daniela Moreira

Experience

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  Fastcell Telecomunicações

  Dec 2002 - Oct 2005

  Receptionist / Administrative Assistant

   Consolidated partnership with the mobile network providers Logistics; Separation, management and control of inventory and storage for cost reduction, contact with carriers and couriers, reverse logistics, delivery follow-up and route organization. Product validation, follow-up of prospecting and sales monitoring, cross over with inventory to ensure availability and punctuality in deliveries. Prepare quotes or sales proposals for prospects of new business opportunities; Process written proposals and quotations to clients on agreed terms and assist the Board with other requests; Prepare sales contracts, confidentiality agreements and any other customized contract with clients and partners; Customer service before, during and after the use of the services Opening tickets, handling the problem, satisfaction survey Managerial reports for measuring complaints and improvements Show less

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  PressCell

  Oct 2004 - Oct 2014

  Operations Manager

  Daily tasks management including project management, quality control, customer service. Introduced practices and procedures for product roll-out and marketing material delivery.o Automated productivity reports to ensure the daily and weekly departmental goals were completed accurately within established deadlineso Revised customer loyalty program to ensure the top-tier clients maintained their contractual agreements o Wrote and updated worldwide company policies and procedures as neededo Led Operations planning, Supply Chain analytics, Forecasting and Order Fulfillment Strategyo Enforce organizational policies – from initial definition to review - ensuring the understanding and proper usageo Organize production procedures maintaining the customer service focus and high utilization levelso Manage to keep records of customer interactions, invoice issuing transactions, complaints, comments as well as actions taken, and process orderso Consolidate partnership with the mobile network providerso Nominated to be a site lead to work as key user during ERP implementation Show less

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  Cellhire

  Jan 2015 - Dec 2016

  Sales and Operations Manager

  Sales operations support for corporate and individual customers. Worked on recovery plans along with Commercial and Supply Chain teams (Repair and Distribution) to meet sales objectives. o Led Operations planning, Supply Chain analytics, Forecasting and Order Fulfillment Strategyo Partnered directly with customers to solve customer satisfaction issues and order resolution.o Built cross-functional relationships to enhance sales channels and overall company performance (Sales, Finance, Product, Customer Ops, Marketing, Legal, Supply Chain)o Developed roadmaps, metrics and measurements to track progress relative to operational efficiencies and sales productivity.o Created and maintained metrics and goals to improve customer satisfaction. o Provide internal and external Customers recommendations on product feasibility and network infrastructure designo Escalated Customer issue resolution – ensuring timely follow-up with account representativeso Exceeded service levels of logistical requirements (on time, right quantity, customization, etc.), vendor performance, and nationwide channel support Show less

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  SAP

  May 2017 - May 2019

  Project Analyst | Customer Success Office

  Took care for project deployments support impacting productivity and Customer adoption.- Acted as an advocate for the Customers when resolving issues with internal teams and partners.- Improving Customer Experience- Entrusted with handling escalated situations regarding product support, development, partner deployment and other circumstances that puts the company at risk.- Responsible for Cloud Adoption program launch - enforcing adoption and renewals.- Taught analysts and managers how to consistently leverage data, using tools and applications to process information on critical Customer situations - Sensitive projects life cycle -advisory and monitoring - Lifted Customer satisfaction levels (NPS) and follow-up dedicated recovery plans - Prepared and presented to management monthly detailed charts regarding on monitored project status. - Coached Customer project crew on methods & tools’ best practices o SAP Activate Methodology champion- Partner closely with the sales organization to drive new sales, renew contracts, minimize customer churn, and maximize revenue expansion.- Understand customer outcomes through ongoing collection and analysis of data and feedback and help turn this into onboarding and retention strategies. Show less

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  Cellhire

  Feb 2018 - Mar 2018

  PyeongChang 2018 Winter Olympics | Telecom Support Specialist

  Provide continuous support for Telecom services during the PyeongChang 2018 Winter Olympics.Oversee and report on wireless inventory and make recommendations to adjust levels.Perform troubleshooting of telecommunications or data equipment which includes testing of lines and swapping out defective devices.Maintaining ongoing communication with customers, staff and Network Partners throughout project.Help in resolving technical issues within different components of computer systems, such as software, hardware, and other network-related IT related problems. Research, diagnose, troubleshoot, and resolve the issues to the clients’ satisfaction. Show less

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  STRATESYS

  May 2019 - Apr 2020

  Customer Success Lead & PMO

  Responsible for internal services standardization and communications with Customers, including SAP partnering. Delivery methods and tools champion. o Fostered Customer relationships, introduced workflows and optimized Customer adoption processes.o Worked in with subsidiary stakeholders to effect strategic growth on SAP partnership – achieving Partner Gold level at SAP Partner Edge Program and SAP Recognized Expertise on Ariba solutionso Implemented internal projects, leveraging business processes ensuring successful deploymentso Drove data management, standardization and scalability across delivery and sales areas.o Introduced methodology metrics (KPIs) for project team members o SAP Activate Methodology -advisory and coachingo Formulated team training plans - internal learning initiative> Customer Success Initiative o Customer Success Advocate: accelerate adoption -help Customers to enjoy the available benefits throughout the Solution lifecycle o Sensitive projects life cycle -advisory and monitoring o Project performance -data collection and analysiso Customer interactions from complaints -tracking incident resolutiono Improved Customer Experience -enhanced satisfaction level Show less

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  ESSENCE

  Mar 2021 - Nov 2021

  PMO (Escritório de projetos)

  Management of specific project portfolio management processes, their life cycle and programs. Responsible for monitoring PM processes; guarantee of its quality; human resource management, project-related information systems; measurements of its performance and accounting; management of organizational change resulting from the realization of projects; and administrative support with regard to its execution.

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  NBC Sports

  Jun 2021 - Aug 2021

  Tokyo 2020 Summer Olympics | IT & Telecom Support Specialist

  Provide continuous support for Telecom services during the Tokyo 2020 Summer Olympics.Assist telecommunications development plans in accordance with stated business strategy.Oversee and report on wireless inventory and make recommendations to adjust levels.Perform troubleshooting of telecommunications or data equipment which includes testing of lines and swapping out defective devices.Maintaining ongoing communication with customers, staff and Network Partners throughout project.Help in resolving technical issues within different components of computer systems, such as software, hardware, and other network-related IT related problems. Fix any technical problems, including network configuration and account setup, clarifying the doubts that customers raise with regard to products or services and resolving their issues on priority.Research, diagnose, troubleshoot, and resolve the issues to the clients’ satisfaction. Show less

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  NBC Sports

  Nov 2021 - Mar 2022

  Beijing 2022 Winter Olympics | IT & Telecom Support Specialist

  Provide continuous support for Telecom services during the Beijing 2022 Winter Olympics.Assist telecommunications development plans in accordance with stated business strategy.Oversee and report on wireless inventory and make recommendations to adjust levels.Perform troubleshooting of telecommunications or data equipment which includes testing of lines and swapping out defective devices.Maintaining ongoing communication with customers, staff and Network Partners throughout project.Help in resolving technical issues within different components of computer systems, such as software, hardware, and other network-related IT related problems. Fix any technical problems, including network configuration and account setup, clarifying the doubts that customers raise with regard to products or services and resolving their issues on priority.Research, diagnose, troubleshoot, and resolve the issues to the clients’ satisfaction. Show less

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  Stefanini Group

  Jun 2022 - Dec 2022

  Operations Manager Americas
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  SAP

  Jan 2023 - now

  SAP ECS Digital Customer Engagement Manager (dCEM)

  ECS Private Cloud Customer Center in Americas