Daniela Falchi

About Daniela Falchi

Over 20 years of experience managing customer’s relation. 18 years of experience in…

Experience

1. Customer Experience Manager

   Thales

   Apr 2006 — Present

   Thales USA – Jan/2022 to current Noram Customer Experience Manager • Responsible for 2 sites: North Kingstown/USA and Burlington/CAN.• Business Unit: Banking and Payment | Financial Services.• Support a team of 15 staff members located in Atlanta, North Carolina, North Kingstown and Burlington (CAN).• Strong knowledge in card manufacturing, personalization services, innovative solutions, and sustainable products.• Strong partnership with Operational team, Sales, and Top Management.• Process improvement, automation, part of Lean Manufacturing Six Sigma for Billing purpose.• Digital Transformation, responsible for designing and implementing new strategies that enhance team’s performance and the customer experience.• Coaching | Training & Development | Mentoring Program.Thales Brazil - Apr/2006 to Jan/2022 Customer Service Manager – (Jan/2018 to Dec/2021)• Business Unit: Banking and Payment / Financial Services.• Support a team of 10 staff members located in Brazil.• Managing more than 70 customers including banks, digital banks, fintech, and processors. Brazil market was booming in 2020 due to the dual interface migration, new customers on boarding and revenue increase.• Managing customer service team, processes, polices and audits.• Interface with manufacturing team in different countries: Brazil, Mexico, Shanghai, Singapore and USA.Customer Service Manager Latin America – (Jan/2017 to Dec/2017)• Manage smart cards projects for Banking and Payment for Latam.• Team of 24 people around Brazil, Argentina, Colombia and Mexico.Customer Service Manager Brazil (Mar/2011 to Dez/2016)• Responsible for 2 Business Unit: Banking & Payment and Telecom.• Support a team of 10 staff members located in Brazil.Contract Supervisor Security Transactions – (Nov/2009 to Feb/2011)Customer Service Senior – (Abr/2006 to Oct/2009)

Skills

• Product Management
• Production Planning
• Estratégia
• Training & Development
• Management
• Planejamento Estratégico
• Banking
• Liderança
• Pré-Vendas
• Smart Cards
• Gestão De Equipes
• Vendas
• Supply Chain
• Telecomunicações
• Negociação
• Project Management
• Gestão De Produtos
• Estratégia Empresarial
• Liderança De Equipe
• People Development
• Business Strategy
• Telecommunications
• Dispositivos Móveis
• Team Leadership
• Gestão De Projetos
• Contract Negotiation
• Cartões Inteligentes
• Segurança
• Gestão
• Leadership