Juliana Tomassini

• Project management using agile methodology in the Operational sector.
• Implemented agile methodology in the development of applications and software, resulting in a 30% reduction in the delivery time of the field operation.
• Leading cross-functional teams in the development of technology products.
• Conducting quality tests to reduce the risk of errors, resulting in a 15% increase in customer

• Responsible for planning and delivering the project of the unified technical visit scheduling system, aimed at enhancing the customer experience in service installations and managing field operations capability.
• Conducting meetings with IT to control incidents during the BSIM and Rollout phases of projects.
• Providing functional training on new systems to all operational teams in Brazil.
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• Responsible for analyzing complaints registered with Consumer Protection Agencies for all products, providing support to relevant departments in user and agency responses.
• Managing the performance of support teams in handling customer complaints (B2B/Consumer Protection Agencies).
• Monitoring metrics with the Ombudsman team to ensure goal achievement and assist in reducing the number of compl

• Analyzed data and operational indicators of voice and internet products to identify opportunities for improvement.
• Prepared reports to give visibility to identified problems and correct targeting.
• Monitored productivity of remote solution in advanced Backoffice, reducing cost of sending technician to field.

Support to dealer team (customer service) supporting in the acquisition of new lines, credit analysis, change of ownership or plan, supply of line and activation of services;
Backoffice preventive treatment of failures, analysis of network problems, maintenance and system changes Siebel, HLR, PMS, among others;
Supervision of the team, distributing the activities to the team.