MICHELE HOLANDA

• Coordinate corrective and preventive maintenance of the machines guaranteeing SLA and Quality.
• Implementation of a process for the execution of reverse logistics of solid waste generated by material to be discarded.
• Manage after-sales inventory control of spare parts and inventory,
• Daily management of the technical team, ensuring repairs with route planning and monitoring.
• Revision and implementation new processes for standardization, time optimization and customer satisfaction.
• Developed and maintained courteous and effective working relationships.
• Identified issues, analyzed information and provided solutions to problems.
• Exceeded goals through effective task prioritization and great work ethic.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Managing training technical for CRC and team Commercial.
• On-site visit to all branches, and big customers Food Solution

To care my daughter, she was born with a serious food allergy, I decided to take a break from corporate work, in this transition moment until I identified what she was allergic to.

During this period, I carried out independent consulting work aimed at telesales training, mapping and implementation of the service and retention process in the Call Center.

• Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Negotiated prices, terms of sales and service agreements.
• Built and cultivated long-term quality relationships with over Number clients by addressing needs and providing superior customer service.
• Prospected to increase sales lead pipeline and and converted leads into new customers.
• Performed outside business-to-business sales with proven proficiency in prospecting and territory management.

• Employed closing sales techniques, upselling and customer loyalty incentives to boost sales.
• Compiled client profiles and entered information into operating system.
• Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service.
• Forged and nurtured impactful relationships with customers to cultivate loyalty.
• Developed recruiting strategies to identify qualified candidates and build network.

• Established and oversaw performance targets for call center associates.
• Conducted performance reviews for Job titles to reduce resolution times and improve customer satisfaction ratings.
• Monitored front areas so that questions could be promptly addressed.
• Supervised Number administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
• Mentored office employees on proper administrative procedures and how to use programs such as Software, keeping operations consistent and efficient for maximum performance.

• Solved problems of an average of 110 clients/day efficiently and with quality.
• Documented and detailed calls and complaints using call center's CRM database.
• First employee to deliver the indicator on a continuous basis of repeated calls (guaranteed resolution in the first customer contact, avoiding recalls). Operation had approximately 1000 agents.
• Member of the select team with the best indicators of productivity and quality of the operation.
• Answered average of Number calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
• Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%.
• Trained staff on operating procedures and company services.