Augusto V. Email & Phone Number

São Paulo, Sp, Br

São Paulo, Brasil

- Gestão de carteira privada- Gestão de receita, upsell, growth e renovação- Controle de churn- Criação do programa de Customer Success

São Paulo, Brasil

Service model delivery in Marketing and Customer Experience, adapting methodologies through agility, AI implementation and OPEX and CAPEX optimization

São Paulo, Brazil

Leading an operation with 200+ people, I am now looking into our customers and shoppers in Brazil and temporarily in North America. My challenge is to balance their experience and promote a good environment to the team.A few projects:- Revamp of the senior agents role, promoting operations focused behavior- Growth in customer CSAT by 5p.p. and reaching targets through clearer protocols- Efficiency increase in tasks by 20% by reviewing effectiveness- Lower handling… Show more Leading an operation with 200+ people, I am now looking into our customers and shoppers in Brazil and temporarily in North America. My challenge is to balance their experience and promote a good environment to the team.A few projects:- Revamp of the senior agents role, promoting operations focused behavior- Growth in customer CSAT by 5p.p. and reaching targets through clearer protocols- Efficiency increase in tasks by 20% by reviewing effectiveness- Lower handling times, focusing on effort- Costs review and improvement due to operation optimization, decreasing in over USD 20.000 in four months Show less

São Paulo, Brasil

I oversee all customer service operations for Brazil, being in charge of 80+ people. My challenge here is to balance WFM, Projects, Growth and Operations.A few projects:- Workforce balance and SLA achievement: I remapped a redistributed all operations in order to achieve the target- Support content design and definition- Voice of Customer for business areas- Cost and efficiency managementWins:- Achievement of all support KPIs through workforce… Show more I oversee all customer service operations for Brazil, being in charge of 80+ people. My challenge here is to balance WFM, Projects, Growth and Operations.A few projects:- Workforce balance and SLA achievement: I remapped a redistributed all operations in order to achieve the target- Support content design and definition- Voice of Customer for business areas- Cost and efficiency managementWins:- Achievement of all support KPIs through workforce revamp- People management and target alignment: I worked from the ground up to have the team onboarded with the strategy defined by the business- Content UI design and application- Integration with Uber validation- Voice of Customer POC to business area, bringing light to costs and impacts from other areas Show less

I am a part of the leadership of Alexa, Kindle, FireTV, Primevideo, Twitch, Amazon Drive and Amazon Music customer service in Brazil. I am having the opportunity to build the team from the ground up with my peers and act as a CX and Engagement ambassador.A few projects:- Integration with Kindle and FireTV product team to review consumer needs and anecdotes- SME program launch and operation por D2 operations in Brazil- Knowledge bases review and revamp to improve… Show more I am a part of the leadership of Alexa, Kindle, FireTV, Primevideo, Twitch, Amazon Drive and Amazon Music customer service in Brazil. I am having the opportunity to build the team from the ground up with my peers and act as a CX and Engagement ambassador.A few projects:- Integration with Kindle and FireTV product team to review consumer needs and anecdotes- SME program launch and operation por D2 operations in Brazil- Knowledge bases review and revamp to improve adherence and communication- Implementation of Reat Time Analyst program across all the operations unit, idealization, plannings, launch and leadingWins: - Reduction of behavioral metrics impact on shrinkage, average handle time and correct usage of auxiliars through real time monitoring implementation with support of subject matter experts dedicated 100% to support the operation- Improvement of customer satisfaction through root causes analysis and focus groups with product teams- Implementation of engagement activities, as a site manager for the Team in Brazil, running recognition programs from scratch- Launch and managing of the SME program in Brazil, impacting metrics such has spam, duplicates and research alignment- Best Manager for two months straight (06 and 07 of 2021)- Knowledge base revamp and review (impacting tools for associates handling contacts)A few projects:- Integratyion with Kindle and FireTV product team to review consumer needs and anecdotes- SME program launch and operation por D2 operations in Brazil- Knowledge bases review and revamp to improve adherence and communication Show less

São Paulo, Brasil

I was responsible for supporting my community manager with a WeWork building member experience, playing a key role creating strategies, acing hospitality and helping members grow.

São Paulo E Região, Brasil

I was part of the CX leadership in Social Media. My job was to create an environment where representatives had all they needed to perform their jobs and the line of business is well rounded and robust. One of my biggest challenges was to create ways of measuring customer's experience through a public platform, keeping track on NPS.

São Paulo E Região, Brasil

I played a great role in a project for all Uber in Brazil. Acting as a bridge between operations and product. My job was to make sure everyone were heard and all key stakeholders had what they need to improve operations. My main responsibility was to establish a clear and transparent customer support

Master Of Business Administration - Mba, Business Agility & Agile Project Management

Bacharelado, Marketing, 8,1

Bachelor in Marketing

Program, User Experience

Curso Livre, Sql