Heldith Oliveira

Background

About Heldith Oliveira

Customer Success is my mantra! Engineering Manager - Materials Science engineering background ans postgraduate in Leadership & Innovation - I possess vast expertise and experience in Customer Sucess Management. Customer driven, Empathy is my motto. I genuinely focus on building relationships & connecting with people, understanding customer real needs, their pain and what they perceive as value. I am then committed to mitigate such pain and deliver the valued sucess to their business. When (not if) needed, I'm not afraid of rolling up my sleeves and get my hands dirty along with the customer on diagnosing, reproducing, and fixing technical & commercial issues. Expert on running troubleshooting protocols with the objective to assist customers with problem isolation and resolution and experience on organizing & providing workshop, trainings to customers and have shared knowledge and replicated the same with multiple sites across 4 continents. Commercial and Technical Support to the Oceania market, focused on customer’s satisfaction along with the following processe/activitiess: • Line/Production Performance optimization projects : o Design, lead and execute joint cost saving engineering projects with customer manufacturing/ production lines; o Overseeing product details and specification requirements to optimize line production/ performance efficiency and working on cost reduction projects at customer production lines; o Resolve issues by providing advice on engineering methods and procedures to achieve production requirements on both ways between Novelis and customers; • Product development : o Design, Revision, Stablishing & Interpreting drawings and specifications for detailed technical specifications; o Monitoring new products start up (new can lines & new can/packaging designs) and qualification along with Statistical analysis- Visiting to Customer regularly, proactively and in response to issues/crisis- Handling internal and external customer enquiries via phone and email- Management of customer claims- Running troubleshooting protocols with the objective to assist customer with problem isolation and resolution- KPis management (claims, cost of quality, VOC voice of customers, time of response)- Product development: Monitoring new products start up & qualification along with Statistical analysis- Management of customer claims/non-conformities/Review and monitor complaint investigation practices. Strong Synergy between Sales, Marketing, R&D, Production Planning, Technology, Logistics and Customer Service departments.