Liliane Duarte

Master in Business Administration - MBA

- Operations: Process quality, cost management, efficiency - Risk Management: Observance of safety rules and compliance, fraud investigation - Training: Sales ethics, quality, customer service, leadership - Talent Management: coaching and recruitment - Pre-audit - Customer excellence monitoring - Sales Performance and productivity management

- Advised general managers and superintendents on customer service - Revised and edited the training video and developed the writing material of the customer service methodology and also created alternative learning tools - Coached managers on excellence in customer service by mapping different approaches to customer service related issues with a future oriented approach - Implemented practices to improve bank tellers’ productivity in order to reduce queue time

SWOT analysis for business sectors in Sao Paulo - companies with revenues up to U$ 10 M/year. Support Corporate Regional Director with their business plans - credit expansion/Business methodology