Open to opportunities

Gracielle Secco

@graciellesecco

Message

Customer experience and quality leader driving process improvement and operational excellence.

Brazil

Message

What I'm looking for

I seek a leadership role focused on improving customer service and operational quality, driving continuous improvement, mentoring teams, and delivering measurable efficiency and cost reductions in a collaborative, data-driven environment.

I am a customer experience and quality professional with extensive experience in process innovation, continuous improvement (PDCA, DMAIC), and cross-functional coordination across logistics, distribution and service operations in Latin America. I have led complaint management, KPIs and dashboards, training programs, and corrective/preventive actions while representing regional and strategic processes for major global companies.

I combine strong project and portfolio management skills with hands-on operational leadership — from system transitions and governance to customer technical support and financial monitoring — delivering measurable cost and lead-time reductions, improved service quality, and stakeholder alignment.

Experience

Work history, roles, and key accomplishments

Customer Experience Lead

Johnson & Johnson do Brasil

Aug 2021 - Nov 2024 (3 years 3 months)

Led regional initiatives to transform the customer journey, implementing PDCA/DMAIC improvements that reduced costs and lead times while improving service quality and KPI performance across distribution and service processes.

Customer Experience Process Mapping Continuous Improvement PDCA Process KPIs Training Development

Dunning Contact Point

Johnson & Johnson do Brasil

Feb 2021 - Aug 2021 (6 months)

Managed invoice and delinquency processes for the medical segment, creating communication models and training materials that improved collections and standardized billing codes across Brazil and Bogotá.

Collections Management Process Improvement

PPM Portfolio Manager

Johnson & Johnson do Brasil

Jun 2020 - Feb 2021 (8 months)

Coordinated the Consumer LATAM project portfolio, overseeing financials, governance, and the system transition from Instantis to Planisware while producing monthly financial analyses and QlikView reports.

Portfolio Management Planisware Instantis Qlikview Governance Business Case Development

Customer Service Lead

Johnson & Johnson do Brasil

May 2017 - Jun 2020 (3 years 1 month)

Led complaint and quality deviation processes for medical product distribution across Latin America, implementing corrective actions, dashboards for KPIs, and coordinating audits and regional projects.

Root Cause Analysis KPIs Audit Support Training Project Coordination Quality Assurance

Customer Relationship Senior

General Electric do Brasil

Oct 2011 - Oct 2015 (4 years)

Managed CRM for employee services in Brazil, implementing service manuals, training programs, GCRM tool deployment, and metrics to support decision-making and executive reporting.

CRM Service Design Training Development Metrics And Reporting Stakeholder Management

Project and Contracts Coordinator

Prodata Mobility Brasil

Apr 2011 - Oct 2011 (6 months)

Coordinated projects and contract financials, controlled schedules, negotiated delivery deadlines, and acted as main client interface to ensure project compliance and on-time delivery.

Project Management Client Deadline Negotiation

Operations Supervisor

Relacom Serviços de Engenharia e Telecomunicação Ltda

Nov 2010 - Apr 2011 (5 months)

Supervised technical teams for telecom deployments, planned projects, managed materials and supplier relationships, and developed PO templates to optimize procurement processes.

Operations Supervision Project Planning Team Coordination Vendor Management Procurement

Service Delivery Manager

Ericsson Telecomunicações S/A

Mar 2006 - May 2010 (4 years 2 months)

Managed emergency responses and service delivery for customers, coordinated support lines, handled contract management, and produced regular reports to ensure service continuity and SLA compliance.

Service Delivery Emergency management Contract Management Team Coordination Ticketing Reporting SLA Management

Quality Management Analyst

STI Industrial Ltda

Oct 2003 - Feb 2006 (2 years 4 months)

Implemented and managed the ISO 9001:2000 quality system, conducted internal/external audits, and supported customer and supplier processes to maintain compliance and continuous improvement.