Cv in english

1. Jean Nare, brazilian ,
Rua Aureliano Coutinho, 68 – Santa Cecilia – São Paulo – SP - next to Sta Cecilia subway- Downstown São Paulo
Whatsapp/Telegram TIM : 11-9-8130-3265 Skype: jabdalla e-mail: jnare73@yahoo.com.br
Acess : www.linkedin.com/in/jeannare And check out profile details and professional recommendations.
Profile and Objectives:
Professional hands on, dynamic, innovative planner, logical strategist, creative, and collaborative with strong expertise in management and
global PMO projects, relationship marketing, online marketing, CRM, BI, sales and business intelligence and planning, Market, commercial
administration and Outsourced Call Center Operations (BPO)
Knowledge Base and certification in technologies and innovations
Excel e Office BI Qlikview/Qlicksense, BI Tableau, CRM Salesforce, CRM Dynamics 2013, CRM IBM-NOtes, CRM Hypnobox, Google
Analytics, MS Project, ETL, Data Modeling, Data Mining.Itil, Cobit, COPC, PMO, Qlickviiew User, Scrum , Agile, BPO, Pricing, PMI/PMBOK,,
Web Analytics, OTB, S&Op, Planejhamento de operações.
Treining for coaching/ leadership, operations, projects, sw&op. Sales support churn, customer relationship, ,BPO, ITO, Outsourcing, PMO.
Principal Languages - Academic and MBA
Proficiency in: English, Spanish fluentes - International experience in the United States
MBA - Business Management - Services - 2008-2010 - Graduated in Administration by Faculdade Oswaldo Cruz in 1992.
Post-Graduation in CRM - Relationship Marketing 2002-2003.
 Tibério Real State, Construction, Inc. – 12/2014-04/2017 ( 2 years and e 6 months ) - São Paulo
Occupied positions: - Senior CRM and Marketing Analyst
Market and Business Intelligence and Planning Coordinator – CLM, CRM e BI and On Line Mkt
• Acting in the marketing, sales and SAC management, I was responsible for the coordination of planning and sales management, business
intelligence, and relationship management strategies and churn study, such as CRM and digital marketing
• Responsible for operational and strategic management of Call Center Outbound for sales, with 30 PAs, in addition to implementation of
technological improvements and BPO indicators.
• Creation of indicators, controls, automation of results management reports, pipeline follow-up and sales funnel, KPIs and dashboards for
evolutionary follow-up of average sales of 70 projects.
• PMO project management, scrum methodology, for improvements, projects, new functional requirements, new technologies, creation of
workflow rules, QA tests, API and WebService for CRM and BI tools and systemic migrations.
• Planning, cost control, ROI, MIS and performance of digital marketing actions, such as: Google Analytics, email marketing actions, display
actions and partnerships via the web.
• Development of acquisition strategies for database segmentation such as clustering, big data, profile, source and validation, mining and data
modeling, conversion of leads to generation of opportunities in online sales channels and telemarketing.
• Competitor analysis study, comparative mapping, sales profile and SWOT analysis for new business trends and opportunities.
• Relationship marketing actions, innovation in the creation and management of sales campaigns and incentive for customer loyalty
• Training, retraining and competence development of CRM users, and Change Management.
• Administrative control of sales, commissions and evolutionary mapping of the main KPIs for presentation to the board.
• Team composed of 8 direct employees and up to 30 indirect employees.
 Tech Mahindra IT- Citigroup Client - 02/2013 - 08/2014 - Project determined for 1 year and a half) Dallas – USA –
Occupied positions: PMO CRM Project Senioir Analyst – for Latam
• Manager of a highly complex complex global project for deployment and support of the MSDynamics CRM tool in 11 Latin American countries
• Follow-up in the United States of Kick Off, GO LIVE, roll out and performance QA functional tests.
• Perform project scope and analysis of functional requirements, parameterizations, integrations, and production support for development queue
of MSDynamics CRM 2013, for 480 banking agencies and 5 Citi contact centers.
• Upgrade and training of end users on ongoing problem solving and development of operational improvements.
• Elaboration of SLA / OLA controls, management reports of KPIs and creation of dashboards for control and productivity,
• Global daily meetings and so-called global team conferences (Brazil, India, Singapore, USA) and Citibank client for process alignment, budget
control, new demands, fixes, bugs, features, project evolution and delivery dates.
• Operational provisioning of IT infrastructure - the control for deployment of hw and sw, to comply with roll out and deliverables of the project.
 BlueCielo IT - 06/2011- 01/2013 – ( 1 year and 7 months ) São Paulo
Occupied positions: Business Planning Manager, Business Intelligence and CRM
• Latam Management and responsible for the administration and planning and monitoring of the results of corporate sales of software and
licenses of BlueCielo IT in the LATAM market.
• Follow-up of the corporate sales pipeline.
• Generation of spreadsheets, business administrative reports and SLAs indicators to monitor the sales department of Latam.
• Responsible for the Inside Sales team, for lead generation and identification of opportunities to support the commercial area and sales
channels, as well as support in cross selling, financial renewal of licenses and elaboration of new technical proposals for commercial services.
• Qualitative control of relationship through conducting research on customer satisfaction and loyalty actions and CRM.
• Creation of segmented incentive campaigns and awards by channel, by market.
• Holding global meetings by conference to strategically align the sales process and disseminate results.

2.  Sicoob – - 09/2009- 06/2011 – ( 1 year e 9 months ) - São Paulo
Occupied positions: CRM and Customer Relationship Manager
• Manager responsible for relationship and loyalty strategies of the banking business for cooperative clients of the PMSP bodies.
• Elaboration of retail sales planning for cooperative products and banking services with a focus on payroll deducted personal loans.
• Analysis and profitability of credit portfolio, customer profile study, life cycle, for relationship marketing actions and CRM.
• Loyalty of the client, through a portfolio of payroll-deductible loans between indexes and default index.
• Optimization of customer service processes, through the creation of web services accessible through the SICOOB portal.
• Evaluation of collection portfolio and management of strategic planning guidelines.
• Creation of committees and credit policies for new lines of credit and collection campaigns to reduce delinquency.
• Strategic churn and warm up actions to reactivate cooperative members.
 Grupo Itavema-Dafra - 08/2007- 09/2009 ( 2 years and e 1 month ) – São Paulo
Occupied positions: BI , Planning and Business Intelligence Coordinator – Parts and Dealer Service
• Responsible for the preparation of results of general sales performance of the group, by dashboards and online reports - Business Intelligence
- QLikview.
• Data management and sales planning of parts and services and accessories.
• Training and development of business strategy for sales managers of parts via telemarketing of the Group stores.
• Margin vs. billing study. Analysis of competition, impacts,
• Strategic sales through customer prioritization and activation by CRM and BI tool.
• Statistical data of main sales indicators in parts.
• Creation of incentive marketing actions, sales campaigns and awards for stores and Tlmkt.
• BI tool training and operation for all group sales skeakers.
• Project implementation mentor functional improvements, indicators and MIS of the service sales area.
 , Rossi – Real State - 04/2003 - 06/2007 - ( 4 years e 2 months ) - São Paulo
Occupied positions: Vendor Call Center Operation Manager – CRM – Customer Relationship Marketing
• Management of Relationship Marketing, CRM, Post-Sales and Planning Outsourced Call Center Operations of SAC, 40 PAs outsourced by
Sercom.
• Ensure adherence to operational planning indicators, KPIs, SLAs of strategies and contracted services, and propose improvements in
technological solutions and new projects and technologies ..
• Carry out budget and marketing forecasting, CRM cost and loyalty and relationship marketing actions (churn).
• Remodeling of service cells to optimize the process flow of customer service, quality monitoring and resolution of open cases.
• Training and recycling of customer service and updating of procedures.
• Customer satisfaction survey and Outbound actions for relationship marketing.
• Contract control of BPO, RFI, and management of outsourced call center operations.
Travelport Brasil – Empresa Global de Tecnologia para aviação comercial e hotelaria - 01/2001 – 03/2003 – (2 anos e 2 meses) - São Paulo
Cargos ocupados : Incident Ticket and Service Desk Call Center Manager
• Internal and external technical call center coordinator in 5 Latin American countries.
• Management and orientation and planning on level of services, quality, cost and training,
• Follow-up of LATAM operational KPIs from UPS Call Centers third part partners of support service, Equant in Brazil.
• Latam management of the migration project for new Global Call Center and RFI and RFP and business plan outsourcing contracts and costs
• Project to survey and operationalize the migration of the operation to outsourced BPO company in India.