Marcelo Dutra - COO, AeC

COO @AeC

Brazil💸 Marketing💼 C-level Executive👍 Sales & BizDev🗿 HR🏦 Finance🧮 EducationCustomer Success ManagerHR DirectorCOOSoft Skills TrainerPostGraduate🎓 Student

and People Management. 15 years as an executive on management roles. Relationship channels for Premium customers, with Financial Services and Telecom business backgrounds. Systems, products and process projects implemented with Six Sigma methodology and PMI. Strong experience and skills on team management. Currently position: Client Director at AeC Contact Center. Operations, Commercial and Sales management for the second largest Brazilian financial institution operations at AeC.

Callink Servicos de Call CenterOperations / People and Performance Director

Jan. 2013 - Nov. 2021Uberlândia Area, Brazil* Initial position held at Callink as customer service operations manager (until 2014) for SAC Bradescard (telefone service center), loans to Tribanco small and middle businesses segment and sales of payroll loans to Banco Santander. – In 2014 and 2016, SAC Bradescard operation was recognized by the ABT and Cliente S/A awards with cases highlighting levels of quality and adherence to the rules of the telefone service center Brazilian law. It was also rated as a SAC with the best evolution in quality by the IBRC ranking published in 2015 in Exame magazine. * Efficiency and digital transformation projects sponsor. – Back Office operations management cut down from 140 workstations to 35 at Claro Brasil keeping up the same volume. – Elimination of BACEN (Brazilian Government’s Central Bank) complaints from the Bradescard portfolio for anual fee adjustments with end-to-end service management. – Cielo’s factoring errors cut back by 85% and set up of data mining driving the RPC (right party contact) evolution from 23% to 44%. – Digital Quality Monitoring model with a voice-to-text own system (called Customer Analytics) with monitoring sample 9 times increase with 39% less monitors working on the activity. * As director (since 2015), direct reports structure with 3 superintendents, 7 managers, 26 coordinators, more than 200 supervisors and 5,300 representatives (2,500 workstations). * Participation in events in Brazil and USA representing Callink. The purpose of these events is to analyze innovations presented by software manufacturers. Highlight for the presentation in English of the Aspect's Workforce Management system transition project at ACE (Aspect Customer Experience) event in July/2019 in Las Vegas. – Callink’s savings aroung 40% in the licenses costs with an evolution of 12 p.p. in the representatives availability KPI.

Feedback from Marcelo’s ex-colleagues