Karina Tiso Girardi
Winter Garden,FL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Head of Operations
Customer Service Inc.
09.2021 - 10.2023
- Reduced operational risks while organizing data to forecast performance trends.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Assisted in recruiting, hiring and training of team members.
- Turnaround in Customer Satisfaction: from the second half of 2020, I was responsible for taking a step forward in the way Westwing needs to relate to its customers. I restructured front-line teams, implemented automated scripts for faster responses and created a Performance Team with a specific training and qualification objective, measuring the quality of interaction with customers on a daily basis. From a Customer Satisfaction (CSAT) of 82% in the 2nd quarter of 2020, we reached a CSAT of 90%+ throughout 2022. Furthermore, Westwing regained the most important third-party seal of good customer service (RA1000 – ReclameAqui ) in the last 6 years. and 12 months.
Cost efficiency and innovation: As head, I carried out important innovation interventions, leading the implementation of our automated ChatBot with generative intelligence plus support via Whatsapp (a very strong tool in Brazil), which provides 24/7 support for our customers. customers. Additionally, I executed a rationalization plan during 2022 and 2023, which resulted in a -19% cost reduction for Westwing.
Leadership: I am considered a leader with good energy and genuine care for those around me, people consider me an inspiring figure not only for their direct team, but also for colleagues and other areas around them who need support from Customer Experience. Client. I also led important programs such as NPS (Net Promote Score), which has visibility with third parties and main investors.
Director of Operations
Customer Contact Channels
01.2019 - 06.2020
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Developed systems and procedures to improve operational quality and team efficiency.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Responsible for creating the Customer Success area 1st level and 2nd level of service for all sellers and buyers on the platform;
- Responsible for creating the first performance indicators (OKRS - Objectives and Key Results) for the entire company. The data was compiled and analyzed for weekly presentation to the Company's main executives, as well as providing weekly insights to the product and technology area based on the defect rate of the Enjoei product.
- Implementation of tools, processes, metrics and people reducing operational costs and increasing user satisfaction.
- Implementation of quality metrics control for the operations area, with the aim of optimizing time and continuous improvement.
- Responsible for building processes dedicated to Customer Service.
- He spoke at numerous events and Meetups helping companies: Zendesk, Totvs, Reclame Aqui, Conecta Imob and Facebook.
- Responsible for managing and controlling the area's budget and P&L.
Head Of Customer Service
Ifood
11.2017 - 12.2018
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Organization of sizing, scales and creation of the entire information base to ensure high operational performance of internal and third-party employees, as well as the delivery of service levels.
- I led the entire Outsourcing Outsourcing project for the service areas for delivery drivers, restaurants and customers, thus reducing our operational costs and ensuring the scalability of the entire operation in a fast, safe and quality manner.
- I led the project to restructure service channels, implement new fronts, create a customer experience team from scratch, support via email, Chat, telephone, ReclameAqui, Social Media and NPS.
- Implementation of tools, processes, people and continuous improvement projects (projects and processes related to Customer Experience and Success.
- Responsible for the entire Ifood Live Operation area, strategic planning, communication for Drivers
- Responsible for scaling the entire Ifood customer service team to a partner with more than 700 employees.
- Efficiently reducing our Defect Rate for all restaurants, customers and delivery people.
- Responsible for creating Engagement campaigns for Drivers, as well as events and recognition.
- Responsible for the P&L of the area with a high budget. Tools, telephony and chat platforms and social media.
- Received an award from RA1000 ReclameAqui, companies that have this seal demonstrate to their consumers the commitment they have to after-sales, increasing the level of trust in their brand, products and services.
Customer Experience Manager
Viva Real
01.2014 - 11.2017
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Established performance and service goals and held associates accountable for individual performance.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Direct communication with users to present their results within the real estate portal.
Experience in commercial processes and experience in promoting improvement actions and feedback on offers and position in the real estate market.
Responsible for managing an After Sales team in SP and Key Account, manager responsible for accounts throughout Brazil.
Knowledge and implementation of CRM tools (Salesforce), Zendesk.
In October 2016 I implemented the Customer Success area, in April 2017, this team already had 77 customer success analysts, 11 Supervisors and 2 Coordinators.
I implemented new processes, new tools and new times.
More operational efficiency, cost reduction and fast service with an NPS of 80%.
He was invited by Você S/A magazine for an interview to talk about Relational Intelligence, I was the cover story.
He received an award from Grupo Zap (Viva Real) for all his dedication and commitment and good results - “Stock Option Plan”.
Manager
Santander Bank Brazil
01.1999 - 08.2006
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Responsible for implementing Santander's customer service operation here in Brazil, Superlinha Santander when it became a 24x7 operation.
- Responsible for implementing Santander's operation at Banespa when the acquisition took place, ensuring better integration between employees.
- Responsible for implementing training and quality operations in the operation.
- Responsible for starting the A+ project in the branch network, as well as in the telephone service operation.
- Responsible for the development of General Managers, Operational Managers, Coordinators, and Interns in the branch network. The biggest challenge was reducing service time in the Santander branch network.
- He worked heavily in the area of service quality, aiming to meet the goals established by the Institution and propose solutions to improve processes and new tools.
- Responsible for preparing and administering reports and management indicators, providing performance information for Managers and Coordinators, in addition to bringing motivation to the work environment involving employees and customers.
- Creation of campaigns for employees and customers.
- Responsible for managing teams of Coordinators, Supervisors, Leaders, Telemarketing Operators, in addition to controlling and reducing (Absenteeism, Average Service Time, Average Waiting Time and Turnover).
- Implemented large service operations, following market trends, identifying development opportunities, new metrics and projects. The objective has always been to bring technological improvements, organizational climate and quality of life to employees.
- Responsible for implementing Santander's customer service operation here in Brazil, Superlinha Santander when it became a 24x7 operation. Responsible for implementing Santander's operation at Banespa when the acquisition took place, ensuring better integration between employees.
- Responsible for implementing training and quality operations in the operation.
- Responsible for starting the A+ project in the branch network, as well as in the telephone service operation. Responsible for the development of General Managers, Operational Managers, Coordinators, Interns in the branch network. The biggest challenge was reducing service time in the Santander branch network.
- He worked heavily in the area of service quality, aiming to meet the goals established by the Institution and propose solutions to improve processes and new tools.
- Responsible for preparing and administering reports and management indicators, providing performance information for Managers and Coordinators, in addition to bringing motivation to the work environment involving employees and customers.
- Creation of campaigns for employees and customers.
- Responsible for managing teams of Coordinators, Supervisors, Leaders, and Telemarketing Operators, in addition to controlling and reducing (Absenteeism, Average Service Time, Average Waiting Time and Turnover).
- Implemented large service operations, following market trends, identifying development opportunities, new metrics and projects. The objective has always been to bring technological improvements, organizational climate and quality of life to employees.
Education
Comunication And Marketing - Marketing
Centro Univertitario Municipal De Sao Caetano Do S
Brazil, IN04.2001
Skills
- Ability to develop and implement a strategy
- Leadership and Team Management
- Customer understanding
- Customer Journey Design
- Data analysis and CX metrics
- Feedback Management
- Effective communication plays a role in the customer experience
- Cultural Transformation
- Strategic Partnership Management
- Continuous improvement
- Problem-solving ability
- Budget administration
- Technological Knowledge
- Empathy
- Flexibility and adaptability
Certification
- Certificate Xponencial Bussiness Administration - Startse University - November 2021 Palo Alto
- Pontifica Universidade Catolica do Rio Grande do Sul - Leadership Ability to learn and resilience Agosto 2021
Timeline
Head of Operations
Customer Service Inc.
09.2021 - 10.2023
Director of Operations
Customer Contact Channels
01.2019 - 06.2020
Head Of Customer Service
Ifood
11.2017 - 12.2018
Customer Experience Manager
Viva Real
01.2014 - 11.2017
Manager
Santander Bank Brazil
01.1999 - 08.2006
Comunication And Marketing - Marketing
Centro Univertitario Municipal De Sao Caetano Do S
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