About
On the record
18-year career developed in companies such as Contax and Atento• Management of large teams in the areas of Customer Service, Relationship, Sales, Back Office, Collection, Retention, and Loyalty. • Strong negotiating skills and relationships with various stakeholders. • Management of contracts and financial indicators. • Development of commercial proposals and carrying out negotiations with the end customer. • Development of the area’s budget and its strategic and operational planning, periodically analyzing the business results in order to ensure the execution of the action plan as budgeted. • Critical vision and analysis of the market, competitors, and trends to identify vulnerable points in the processes that involve the customer (B2C/B2B). • Identification of failures for realigning and setting work parameters and for promoting action plans that ensure excellence in customer service. • Startup of the Customer Service Area, mapping and implementing the processes and leading the operation’s launch. • Interface with other areas of the company in order to integrate processes and procedures, optimizing the resolution of critical and procedural issues. • Implementation, analysis, and management of the KPIs TMA, SLA, churn, NS, dropout rate, TME, turnover, absenteeism, and operational quality, promoting the operation’s control. • Preparation of corporate reports in order to support strategic decisions. • Motivational campaigns and training in Sales Techniques and Products. • Solid understanding in Digital Marketing, Analytics, E-Commerce, and Design Thinking in projects. Contato : 021 988059395 Email : cmcosta72@gmail.com
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