Dalva Camargo

☎ +55 11 99258 9364 | ✉ dalvarecamargo@gmail.com Extensive experience in IT governance, including KPIs and OKRs, contract management, problem solving, incidents, and processes of the Directorate of Infrastructure and Operations, and a career that has evolved over 27 years in the contact center, customer services, and customer relationship management sectors. In the areas of Telecalls, Quality, Customer Service, Cross-Selling, and Back Office, the leadership of large operations with over 4,000 employees. A specialist in the development of new business opportunities, project implementation, and strategic planning, with an emphasis on operational efficiency and exceptional customer service. The effective participation and leadership of numerous projects led to significant results, including a 20% reduction in annual costs, a 200% increase in profitability, and a 98% increase in customer satisfaction. The implementation of control and governance processes resulted in a 70% reduction in sectoral losses and a 67% reduction in contract renewal periods. In addition to achieving PCI certification for Business Travel operations, the development and automation of dashboards and executive presentations of strategic KPIs. With a focus on operations outsourcing and SAC implementation, and a commitment to pursuing innovations that surpass established objectives. A strong academic foundation, including three MBAs in Business Administration, Marketing, and Business Agility & Agile Project Management. Leadership, strategic vision, exceptional communication and negotiation abilities, as well as proficiency in complex problem solving and team management, comprise the primary soft skills.