Irlane Diniz

Irlane Diniz has extensive experience in customer relationship management and call center operations, primarily within Walmart Brasil Ltda from January 2007 to May 2014. Key roles included being a Pleno Analyst focused on managerial reporting, where Irlane managed KPIs, developed diverse reports for decision-making, and presented results to the board. As a Senior Analyst, Irlane contributed to the CRM update and led a project aimed at reducing legal costs. Subsequently, Irlane served as a Coordinator overseeing Back Office customer relations, ensuring compliance with service standards across various communication channels. Currently, Irlane works as a Supervisor at AOC Brazil and as a Coordinator at TPV, leading outsourced call center operations and ensuring high customer satisfaction through effective management and support of frontline agents.