Roberta Medeiros

Background

About Roberta Medeiros

24 year-career developed in Client Service Operations and Channels as a leader; • Worked in large domestic and multinational companies, such as Lojas Marisa, Transamérica Affinity Marketing, Banco Santander, Nextel, Dell Computadores, Banco Ibi (C&A group), Credicard, American Express; • Extensive knowledge on supply chain, operational, tactical and strategic vision of all service and call center channels; • Implementation of call center tools such as APP, Site, Work Force Manager, CCPulse, CRM for retention, service and sales and geomapping; • Financial management of outsourced call center operations: budget, estimates, costs and results; • Startup in the area of Customer Service and sales with chat, email management, mapping and processes implementation, leadership in the operation launching; • Management model implementation of people and indicators, through the PDCA and 5W method, problem, cause and actions review for corrections and improvements; • Leadership of teams focusing on training, development and business results; • Assisted the ISO and COPC certification implementations.