Caroline Aparecida Cunha de Alcantara

Caroline Alcantara Alc Stamp 1 G: Spouse of a Critical Skills Employment Permit holder Authorized to work in Ireland without the requirement to obtain a work permit PERSONAL INFORMATION --www.linkedin.com/in/caroline-cunha cunha-alcantara Rathmines Road Lower, Rathmines – D6 - Dublin, Ireland Data Analyst | Quality of Customer Service | Sales & After Sales | Business Process Management Proactive, punctual, patient, excellent listening skills, attention to detail, ability to understand customer’s needs and expectations. Knowledge of Excel, SAP, SalesForce, Navision Dynamics, SQL,, Quality Tools, Data Science, Data Analitics, trained rained and experienced in solving customer complaints and problems promoting conflict resolution. Oriented esponsible in Quality of Customer focus on final goal. Seven years of experience in automotive industry market responsible Service and Business Process Management. SELECTED HIGHLIGHTS      Participation in implementation C@RE 2.0 program (Customer Approved Renault Experience) with Quality and Methods Team, targeting a new approach to the customer experience - Improve Customer Experience Feasibility to change Call Center Satisfaction Survey to Online Survey VOC (Voice of Customer) - Save € 100k Development of web service for sending Invoices and Service Orders (Data) in an automated way with the IT Team -increase increase of 400% of receipts from the sales invoices of the Renault Dealerships Implementation of the obligation of telephone and e-mail from the customers in all of the Renault dealerships 200% increase in the quality of customer data base Create automated data sales control worksheets - Saving 2 hours daily KEY COMPETENCIES Quality Customer Service Advanced Excel Data Analytics Technical Expertise Business Process Management Quality and Methods EDUCATION Postgraduate, Business Process Management – Mar/2017 Faculdade Impacta Tecnologia, Sao o Paulo - SP, Brazil Fundamentals of Process Management, Value Chain, Mapping and Process Modeling (BPMN) - AS IS/ TO BE, Process Analysis, Indicators and Process Metrics (KGIs and KPIs), Process Redesign Bachelor of Engineering – Production Engineering – Jun/2012 Universidade Anhembi Morumbi, Sao Paulo - SP, Brazil TECHNICAL SKILLS o o o Key user of Salesforce, Microsoft Dynamics systems, SAP Advanced knowledge of Microsoft Office tools especially Excel Ability to work with several operating systems, systems software and language programs (SQL, R, Tableu…) PROFESSIONAL SKILL o o o o o 7 years with Automotive Market experience focused on the quality of the customer and dealership service Ability to work creatively and analytically in a problem problem-solving environment Skill to identify dentify improvements in business processes Ability to quickly understand the customer's job job-to-be-done Excellent communication and interpersonal skills o o o Sensitively under enormous pressure Excellent time management skills and ability to work to deadlines Experience with maintaining office budget EMPLOYMENT HISTORY QUALITY OF CUSTOMER SERVICE ANALYST | GROUPE RENAULT Jul/2015 - Apr/2017| Sao Paulo, SP - Brazil Key Responsibilities  Customer satisfaction surveys – customer recommendation rate to dealer Sales and After Sales  Data qualitative  Assistance in the creation of customer service methods  Training new tools to dealers  Department Budget Management – € 1,250K  Come up with the effect solution to resolve ticket issues from Renault Car Dealers –  Negotiation with new suppliers  Preparation and presentation of monthly and weekly committees  Preparation Action Plans for Growth of Customer Service Quality Notes Key Achievements/ Projects  Implementation VOC online satisfaction survey - Voice of the Customer  Implementation C@RE 2.0 (Customer Approved Renault Experience) to satisfy the new customer expectations  Creation of new flow of customer data forwarding for satisfaction search  Implementation of the obligation of telephone and e-mail from the customers in all of the Renault dealerships  Flow creation Automatic sending of invoices and service orders from dealers to Renault DISTRIBUTION ANALYST | GROUPE RENAULT May/2014 - Jul/2015| Sao Paulo, SP - Brazil Key Responsibilities  Monitoring and support of the (wholesale) billing of cars to the Renault Dealerships  Regional assistance for analysis and maintenance of product mix and inventory Network and Renault  Monitoring the registration of the cars along Renavan System for license  Communication with customer service, logistics, vehicle programming, direct sales, marketing and IT to solve Dealers issues  Resolving ticket issues from Renault Car Dealers - 4,500 tickets/year – 85% answered in time  Managing the distribution of a limited version of Logan COMMERCIAL ANALYST | GROUPE RENAULT Jun/2011 - Apr/2014| Sao Paulo, SP - Brazil Key Responsibilities  Daily cars billing to dealerships  Support for Renault Regional Teams with reports for retail, wholesale, inventory control, market share  Budget Control of commercial actions and fairs of the Regional of the Southeast - € 250K  Book ticket flight and accommodation for managers  Organize daily meetings for Regional Managers an Dealerships  Preparation of visiting dossiers for visits from France Key Achievements/ Projects  Creation of daily control reports in Excel  Reduction of costs in the realization of monthly committees  Reduction of inventory aging of dealerships stock TRAINEE | GROUPE RENAULT Sep/2009 - Jul/2011| Sao Paulo, SP - Brazil Key Responsibilities  Preparation of reports with the market numbers that assist in sales and marketing analysis for commercial team  Assistance of the network of concessionaires regarding the administration of the vehicles of their accounts;   Administration of the candidates to the concessionaire by monitoring all documents that must be sent. Collection of information required by the assembler. Key Achievements/ Projects  Create automated sales control worksheets  Development of daily flow of information in the automotive market COMMERCIAL ASSISTANT | Tendence Tecnologia & Comercio LTDA Sep/2007 - Dec/2008| Sao Paulo, SP - Brazil Key Responsibilities  Microsoft Dynamics Management System Key user of the business area  Quotation of products and services from suppliers  Customer service B2B, pre and post sales  Purchase of national suppliers of computer solutions products  Development of new clients CUSTOMER SERVICE | Atendo Brazil SA (At Banco do Brasil) Jan/2007 - Sep/2007| Sao Paulo, SP - Brazil Key Responsibilities  Answer 60 daily incoming calls about information relevant to the service or product offered by Banco do Brasil  Negotiation of clients with overdue securities of Banco do Brazil.  Pilot program for negotiation and rescheduling of customer debts with very old debts COURSES  2017 - English Language by Everest Language School - Dublin / Ireland  2016 - The Automotive Market and its Clients by Renault Institute - Brazil  2016 - Customer Satisfaction by Renault Institute - Brazil  2016 - HTML5 by Impacta Faculdade de Tecnologia - Brazil  2015 - English Language by CEL®LEP Vila Olimpia - Brazil  2010 - BPM Business Process Management by ICR Performance - Brazil  2009 - Advanced Excel by SENAC – Brazil  2009 - Instrumental Math by University Anhembi Morumbi - Brazil  2005 - MS-OFFICE-XP- SENAC – Brazil LANGUAGES    Portuguese - Native English - Advanced Spanish - Elementary