Wagner Correia

Experience

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  Variglog

  May 2000 - Nov 2002

  Representante executivo de vendas

  Descrição: Empresa no ramo de Logística Área e Terrestre (Prestadora de Serviços para a Fundação Rubem Berta – VARIG). Último Cargo – Representante executivo Atividades realizadasAtendimento a clientes, reserva de coletas, embarque e desembarque de cargas, reserva de vôos.Administração de uma carteira de clientes (altas contas)Realizando visitas / reuniões com os clientes / empresas, acordos, contratos de envios de cargas, desenvolvendo a logística da origem ao destino com reservas. Show less

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  C&A Brasil

  May 2003 - Feb 2004

  Atendente

  Atendimento a clientes em geral, abordagem e venda de produtos financeiros tais como; Titulos de capitalização, Seguros de Vida, Residencial, Desemprego, Cartões Fidelidade C&A e Cartões de Crédito IBI, dentre outros produtos do Banco IBI.Liderei um grupo de promotores compostos por 20 colaboradores na venda de todos os produtos da rede IBI.Júnior/Trainee (Atend. a cliente) - de 2003 a 2004Auxiliar/Operacional (Atend. a cliente) - de 2003 a 2003

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  Atento Brasil

  May 2004 - Oct 2007

  Supervisor de central de atendimento

  Supervisão de teleoperadores receptivos; Produto: Banco do Brasil – BB Responde, Informações / Ouvidoria / Multimeios = atendimento ao BACEN, PROCON e CLIENTES via internet, fax, carta e fone. Preenchimento de relatórios gerenciais; Time Sheet, Controle de Login e Avaliação de Desempenho dos teleoperadores da equipe, Apresentação Semanal / Mensal; Controle de entrada e saída, assim como férias, demissão, hora extra e cálculo de banco de horas;Monitoria da qualidade Atenta;Manuseio do CMS para verificação da teleoperação em tempo real e histórico; Controle de tráfego.Participei da equipe de implantação da operação Banco do Brasil em São Paulo e parte da primeira equipe de Ouvidoria, atendimento Bacen e procon do Banco do Brasil em São Paulo elaborando treinamentos e supervisionando.Em setembro de 2006 passei atuar em outro produto, Editora Globo na célula de Retenção de assinaturas.Auxiliar/Operacional (Atend. a cliente - Telemarketing/Call Center) - de 2004 a 2005Supervisão/Coordenação (Atend. a cliente - Telemarketing/Call Center) - de 2005 a 2007 Show less

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  B2W Digital

  Feb 2008 - May 2011

  Customer Service Coordinator

  As Customer Service Coordinator, my responsibilities include ensuring client satisfaction, managing teams, and analyzing operational performance to achieve pre-established goals. I oversee operational performance analysis and develop action plans to improve results, maintain operational relationships with clients, and ensure that contractual goals and SLAs (Service Level Agreements) are met within the company's budget. I also ensure the effective performance of implemented tools and processes and monitor the implementation of goals set by strategic planning, signaling and proposing immediate improvements when necessary. Show less

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  Sitel Do Brasil

  Jun 2011 - Dec 2011

  Coordenador de atendimento ao cliente

  Responsável por reestruturar o atendimento como foco em qualidade no atendimento (NR17);Revisão de todos os scripts de atendimento e reestruturação dos materiais de treinamento;Gestão de relacionamento interpessoal e resgatar o bom relacionamento com o cliente contratante.

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  Grupo Minha Vida

  Dec 2011 - May 2017

  Loyalty Coordinator

  As the Loyalty Coordinator, I was responsible for managing and establishing the customer loyalty area for the Dieta e Saúde program. This involved participating in the physical restructuring of the space, hiring personnel (drafting job descriptions for operational and staff positions), creating strategies, roadmaps, metrics, and KPIs.I directly and daily contributed to the revision and innovation of the entire methodology of the Dieta e Saúde program, collaborating with other support areas.Achievements:1. Innovation in team management, fostering a solid and entrepreneurial culture that provided employees with career and personal/professional development opportunities. Over the course of 4 years in the area, more than 6 agents transitioned from frontline roles to staff and/or affiliated areas (administrative, commercial, product) to take on new external challenges.2. We became a reference on search sites like Reclame Aqui and Reclamão with maximum scores of positive reputation. In 2016, the second year eligible for the Época Reclame Aqui award, we achieved 2nd place in the Internet Services category, and in 2017, we were champions. Show less

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  Tech.fit

  May 2017 - Feb 2019

  Loyalty Coordinator

  People management, from hiring to training employees for new opportunities, as well as all the strategic and operational routines of the call center.Constant focus on innovating customer service with the principles of Consumer 4.0.Also responsible for managing subscribers (recurring services platform) with a focus on customer loyalty (retention, cancellations, and sales). Redesigned strategies for direct action on Churn, Lifetime Value, Average Ticket, Up-Sell, and Cross-Sell.I also worked on creating content for customer service, queue setup, IVR management, email marketing, and push notifications focused on loyalty, engagement, and product efficiency.Through the use of strategies, agile methodologies, studying the Customer Journey, and redesigning our service culture, we became a reference on search sites like Reclame Aqui and Reclamão. With maximum scores of positive reputations.In 2016, the second year eligible for the Época Magazine award in partnership with Reclame Aqui, we achieved 2nd place in the Internet Services category. In 2017, we were champions, and in 2018, we won the Bi-championship in the same category as the best customer service company in Brazil.Always working directly with the product team providing inputs and helping in the creation of new features, content production, app rankings in stores, and the entire business strategy. Show less

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  Mira Educação

  Feb 2019 - Mar 2019

  Customer Success Manager

  Responsável por transformar uma área de SAC em duas áreas distintas. Uma de Customer Success e outra de Customer ExperienceDesenhar novas metas e KPI's com base nesta reestruturação com foco em eficiência de produto, oportunidades de upsell e cross sell, NPS, Satisfação do cliente final e otimização de processos.

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  UOL - Universo Online

  Apr 2019 - Jan 2020

  Customer Relationship Management Coordinator

  Create and implement CRM strategies aimed at increasing customer loyalty.Plan direct communication actions on digital channels such as email, SMS, push notifications, metrics, and performance media.Evaluate and propose new customer interactions in communication workflows and product engagement.Identify opportunities, together with Product Owners, to improve customer activation.Enhance customer self-service channels (FAQs/APP) to ensure customers have a good experience with the products.Coordinate with technology teams to develop new features in the APP.Manage the team to improve results and achieve greater accuracy in actions. Show less

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  Letrus

  Jan 2020 - Feb 2021

  Customer Service and Operations Manager

  Active participation in building the entire sales funnel, onboarding, and engagement strategy for the B2B2C project - Schools - Parents - Students, integrating with CRM platforms HubSpot and Omnichannel Twilio, as well as creating the entire communication strategy with customers, designing the flowchart, journey, and protopersonas.Responsible for structuring the customer happiness area. From selecting the ideal platforms, designing flows, service strategies, and implementing service channels such as WhatsApp Business API, and primarily responsible for managing the team with a focus on developing potential/talents and performance metrics. Show less

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  EmCasa

  Mar 2021 - Mar 2022

  Customer Experience Manager

  As the guardian of key metrics such as NPS, CSAT, CES, and LTV, my role was to meticulously monitor and analyze customer journey data for EmCasa, ensuring continuous improvement in customer perception.My responsibilities extended to researching and incorporating emerging technologies and customer experience trends, defining innovative solutions that enhanced the overall customer journey.I led the development of comprehensive communication strategies to keep customers informed and engaged throughout their journey, fostering seamless connections between buyers, sellers, and EmCasa across various touchpoints.With a deep understanding of operational processes and strategic direction, I drove operational efficiency at every stage of the customer journey, ensuring that interactions between EmCasa, buyers, and sellers yielded desired outcomes.Additionally, I established open channels of communication with EmCasa's regional teams, tailoring customer journeys to meet diverse regional needs.I played a pivotal role in proposing, developing, and implementing strategic action plans and projects for EmCasa, leveraging research, market intelligence, and collaborative brainstorming to enhance the overall customer experience.Working closely with cross-functional teams, I evaluated the outcomes of our initiatives, compiling actionable insights into comprehensive reports that informed decision-making across all areas of the company." Show less

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  Contabilizei

  Apr 2022 - now

  Customer Operations Manager

  My focus is on ensuring full customer satisfaction through operational control and omnichannel governance, fostering an inclusive corporate culture at all levels of service delivery. I aim to ensure customer loyalty by optimizing resources, promoting assertive training, and communication across the entire service chain and among service providers and related areas.My responsibilities include creating, developing, and ensuring operational control, using KPIs that reflect the business vision. I ensure that the quality plan is simplified and flows naturally, bringing improvements to both processes and the business as a whole.Additionally, I am involved in creating and conducting presentations, workshops, and content forums that generate valuable insights for the entire team. I manage the department's budget holistically, seeking to optimize resources and improve operational efficiency.My constant quest for innovation involves benchmarking and automation of commodity services, ensuring unique and memorable experiences for our customers. I develop playbooks that ensure the standardization of operational processes and procedures, aiming to maintain consistency in communication and service delivery that promotes customer satisfaction.I manage multidisciplinary teams, ensuring people's commitment and leading by example, based on the company's values. I work on individual performance management and variable remuneration programs, ensuring talent retention and promoting team engagement through campaigns and actions that foster a pleasant and inclusive environment for everyone.As part of my responsibilities, I manage department projects, ensuring their delivery within established deadlines and quality standards. And when necessary, I handle moderation and crisis management, ensuring a quick and effective response to protect the company's reputation and interests. Show less