Daiane Ramos

• Handled around 30 customer inquiries daily via email, chat, and phone calls.
• Collaborate with the Sales and Operations teams to enhance customer engagement, satisfaction, and reactivation efforts.
• Review operational processes to ensure they are in line with customer SOP and provide proactive guidance in case of any issues.
• Examine all shipping documentation to ensure smooth operations.
• Document, address, and analyze complaints and feedback to pinpoint and address underlying causes.
• Assist with customer onboarding by adhering to established procedures, ensuring seamless integration of their requirements with SOP procedures. Participate in customer calls to discuss shipment updates and assess service quality.
• Develop, assess, and improve customer reports to effectively communicate operational metrics and insights.
• Prepare and deliver quotes to our customers.
• Provide support in training new employees.

As a customer relationship specialist, my commitment was to provide first-rate customer service. Dedicated to increasing sales by supporting our customers to resolve all their requests and inquiries.

• Offer advice and assistance to clients, paying attention to particular needs or desires.
• Maintain the flow and operational processes of the store with a focus on replenishment and availability of products to our customers.
• Helping with inventory, cashier, deliveries, and store organization.
• Provide and organize (picking and packaging) orders completed by customers.
• Receive and process payments from customers.
• Perform cash opening and closing actions.

For over 6 years I had the privilege of learning, developing, and evolving my career with this company and together we achieved excellent results,

including the increase in customers, service area, employees and billing, which has gone from R$ 1 million to more than 5 million.

• Management sales and after-sales teams.
• Mentoring new employees.
• Creating and evaluating goals and desired outcomes.
• Development of SOP and customer onboarding.
• Creating offers and presenting them to the client.
• Collaborating with the operation to coordinate the operational process of each client.
• Customer follow-up meeting.
• Preparation of a variety communications, reports, and documents to ensure smooth operations.
• Solve operational e commercial problems by offering and provided exceptional service.
• Drive operational improvements, which resulted in savings and improving profit margins.

Customer Account Analyst (From 2007 - Mar 2011)

• Supporting and reaching all the courier challenges in real-time provides a faster solution to delivery. My main objective was to offer high-level customer service by email and phone, keeping the customer updated on all their orders in real-time and promoting solutions to ensure that all our orders were made. Thus, bringing satisfaction and feedback to our clients and company.

Customer Service Specialist ( From Jul 2005 - Oct 2007)

• Preparing all the management reports necessary for the release of payments from the drivers.
• Restocking supplies and placed purchase orders to maintain adequate stock levels.
• Attending to office operations and required paperwork.