SencinetService Operations Manager
Oct. 2020 - May. 2022Brazil"Connectivity Simplified" Leading customer service operations, B2B and B2C. Among the main responsibilities I highlight: • Lead Latin America’s transformation at the operational level, improving cost efficiency, customer experience, and performance levels.
• Management of executive KPIs such as CSAT, NPS, Health Score, Churn Rate, and Efficiency.
• Management of the annual efficiency plan to automate operations, creating synergies to absorb and optimize resources, and optimizing complex processes to ensure EBTIDA.
• Lead digital transformation projects in operational centers in the Americas, seeking continuous improvement of cost efficiency and customer experience.
• Managing human development of a multidisciplinary team with more than 20 employees.
• Management of recovery plans for large customers, working and integrating all areas involved in order to reduce the Churn Rate and increase the Health Score by creating promoters within the current customer portfolio.
• Leading the execution of organizational transformations at the operational level, such as synergy of operations, migration of operations, and developing and implementing new operational hubs.
• Results meetings with stakeholders and interactions with the executive board, performing results presentations, project plans presentations.
• Operational management of field partners and providers, including KPIs and result meetings.
• Responsible for escalation and crisis management in highly complex cases to mitigate the impact on the customers’ businesses.