Anderson Silva Email & Phone Number

São Paulo, Brasil

Part of the Growth team at Global Hitts, a company belonging to the same group as Claro Brasil, he is responsible for the Go to Market strategy of the TV product portfolio, working from the strategic planning of launches to the maintenance and implementation of improvements in the journeys, aligning them with the company's strategy and market trends.Key activities:+ Analyzing the market, competitors, consumer trends and new features+ Planning and implementing Go to Market strategies and product communication+ Mapping and validating the end-to-end customer journey+ Developing persona studies+ CRM strategies, supporting the management of relationship rules+ Analysis of the product portfolio and identification of opportunities+ Implementation of actions focused on customer acquisition and profitability+ Analysis of results and performance of sales channels, media and actions with partners

São Paulo, Brasil

Responsible for structuring the Healthy Food business from scratch, analyzing the market, trends, consumer insights, as well as working on product development, pricing, customer value proposition, etc., ensuring not only a journey, but a differentiated customer experience.Key activities:+ Strategic, marketing and operational planning for the company+ Working with market intelligence: market analysis, research, competitor insights+ Product strategy, price, offer, as well as defining the public by product category+ Financial management of the company: cost, ROI, margin, etc., with savings of ~20% in operating costs+ Structuring all operational processes, ensuring alignment between all areas+ Media planning: investments in Google Ads, social media, etc+ Customer relations, mapping needs and opportunities+ Managing operational productivity, reducing waste

São Paulo, Brasil

As a member of the Customer Service team, was responsible for managing structuring projects with an impact on the entire Call Center chain, with a greater focus on Digital Channels, analyzing the business VS its needs, generating Briefings with the business areas, analyzing risks, prioritizing demands, making budgets feasible and guaranteeing the customer experience.Key activities:+ Project planning with a focus on the efficiency of channels, portfolios and systems+ Analyzing budgets, prioritizing demands, risks and deadlines+ Requirements gathering, identifying demands with the business team VS the IT team+ Process mapping, focusing on the customer journey and synergy between operations+ Structuring business indicators, generating performance insights+ IT project management, with a focus on systems migration/convergence (Full Stack - Amdocs)+ Presenting results to direct leadership

São Paulo, Brasil

As part of the VP of B2C Service, he was responsible for the Cross Selling Service of the Fixed portfolio (DTH and Fiber Internet), totaling +2K people in 3 Call Center players, working from the deployment of strategic planning, mapping / reviewing the customer journey, Go to Market strategy of products in operations, analysis of commercial indicators (working throughout the sales funnel), in addition to interfacing with all operation leaders, diagnosing opportunities. Key activities:+ Deployment of the channel's operating strategy+ Creating business plans for partners, boosting earnings+ Managing partners (Call Center Players), acting on quantitative and qualitative deviations+ Leadership of operational projects, with emphasis on new technologies, new products and processes+ Analysis of results, focusing on sales mix+ Interface with all the company's strategic areas+ Market analysis, trends, competitors and potential business+ Synergy of operations, maximizing results and reducing costs+ Presentation of results/Forums with all area leaders

São Paulo, Brasil

Member of the B2C Service Department, was responsible for managing the Digital Channels (IVR, Meu Vivo, SMS), analyzing the customer journey on each front, developing Features to leverage digital interactions on these channels, reducing costs, focused on the user experience (UX).Key activities:+ Analyzing and deploying strategies to accelerate customers' digital journey+ Monitoring business indicators, proposing actions to digitize services+ Managing the Voice, Data and Broadband portfolio, interfacing directly with the Marketing team+ Analysis of products, offers and commercial policies, internalizing these in digital channels+ Accompanying digital projects, working on all schedule management+ Developing communication plans for digital services with clients+ Analysis of digitalization indicators, handing over 50% of calls to Digital+ Interface with all the company's strategic areas+ Relationship with IVR suppliers, recording messages/offers+ Presenting results/projects to leadership

Postgraduate, Marketing And Integrated Communication

Degree, Marketing Management