Diego Marques Email & Phone Number

Brazil

Responsible for the Research, Service Design and internal support team.To improve the Zup customer and employee experience, we use research results correlated with operation KPIs to identify root causes of problems in the experience journey- Average of 65% engagement in unidentified surveys- NPS 71 with ZUP customers - Score achieved over more than a year of work with the business and technology team- Automated qualitative data classification process. Efficiency and agility… Show more Responsible for the Research, Service Design and internal support team.To improve the Zup customer and employee experience, we use research results correlated with operation KPIs to identify root causes of problems in the experience journey- Average of 65% engagement in unidentified surveys- NPS 71 with ZUP customers - Score achieved over more than a year of work with the business and technology team- Automated qualitative data classification process. Efficiency and agility in analyzing results- New onboarding and offboarding processes created at Zup- eNPS 80 in annual average Show less

Brazil

Creator of the 3-pronged Marketplace, which allowed connections between companies in need of professionals with specific skills, candidates looking for a new job and freelance recruiters.The challenge was to create a self-sustainable operation capable of meeting the recruitment needs of client companies.- Product responsible for ~30% of monthly revenue with just 6 months of operation- Product validation with creation of prior operation without technology

Brazil

Responsible for all customer operations after the sale. Starting with onboarding with a team prepared to welcome new customers with information, manuals, system implementation and use of payment products. In addition, the customer success and Key Accounts teams, responsible for the lifetime value of customers. And finally, the logistical operation of the card machines.Driving KPIs- Cross-sell- Churn Reduction- Reduced friction in support - Lifetime Value - Delivery lead… Show more Responsible for all customer operations after the sale. Starting with onboarding with a team prepared to welcome new customers with information, manuals, system implementation and use of payment products. In addition, the customer success and Key Accounts teams, responsible for the lifetime value of customers. And finally, the logistical operation of the card machines.Driving KPIs- Cross-sell- Churn Reduction- Reduced friction in support - Lifetime Value - Delivery lead timeAutomation of onboarding communication flows in Hubspot, defining the concept of churn for the company's different products, structuring the payments operation and creating churn reports for the entire company. Show less

Brazil

The bank was going through a “digitalization” process and making these changes, with thought at each stage of the Customer Journey is essential. Working in the Channels and Operations area, my challenge was to improve the quality of our service channels, and create incentives for self-service. In two months of operation, with changes to the Institutional Website Footer, the volume of complaints in the SAC was reduced by 22% and the use of WebBanking increased by 30%. Continuous work on mapping… Show more The bank was going through a “digitalization” process and making these changes, with thought at each stage of the Customer Journey is essential. Working in the Channels and Operations area, my challenge was to improve the quality of our service channels, and create incentives for self-service. In two months of operation, with changes to the Institutional Website Footer, the volume of complaints in the SAC was reduced by 22% and the use of WebBanking increased by 30%. Continuous work on mapping our customers’ journeys, to discover the main touchpoints that offend a “good experience” Show less

Brazil

Responsible for consolidating contact reasons into reports that generate actionable insights. Spreading knowledge about the customer throughout the company, through VOC (Voice of the Customer). Improvement of internal processes throughout the company, aiming to reduce friction with customers. Assist the coordination of the area in actions that keep the team engaged with the mission and motivated. Monitoring and creating new KPIs for the area, which help to prove new investments in Customer… Show more Responsible for consolidating contact reasons into reports that generate actionable insights. Spreading knowledge about the customer throughout the company, through VOC (Voice of the Customer). Improvement of internal processes throughout the company, aiming to reduce friction with customers. Assist the coordination of the area in actions that keep the team engaged with the mission and motivated. Monitoring and creating new KPIs for the area, which help to prove new investments in Customer Experience. Side projects with Human Resources, helping to create the company's Culture of Results, using good practices such as dashboards, OKRs, operational KPIs and workshops to create a common sense about the Customer Journey Show less

Brazil

Relationship with the company's Market Place customers, generating support, financial transaction reports, and consultancy in the development of e-commerce and financial management of partners. Monitoring of area KPIs. Creation of support materials and “OnBoarding” of new partners for the company. Processes to mitigate “bugs” and failures in internal procedures.

Los Angeles, California, Usa

Professional and Student Exchange Program. Receipt of purchase invoices and creation of invoices for export. Check of products (conditions, packaging and labels). Requesting transportation or contracting transportation services such as FedEx. Contact with international customers and suppliers

Brazil

Development, implementation and monitoring of programs to maximize Customer Satisfaction, such as TPM (Total Productive Management). Website management of Customer purchase orders. Provide detailed monthly reports from the entire department. Input of beer orders into SAP, monitoring of transport to the customer.Territory Invasion Control. Analysis of customer invasions in other customers' sales areas. Creation of Debit and Credit notes, Payment of Invoices for service provision, creation… Show more Development, implementation and monitoring of programs to maximize Customer Satisfaction, such as TPM (Total Productive Management). Website management of Customer purchase orders. Provide detailed monthly reports from the entire department. Input of beer orders into SAP, monitoring of transport to the customer.Territory Invasion Control. Analysis of customer invasions in other customers' sales areas. Creation of Debit and Credit notes, Payment of Invoices for service provision, creation and maintenance of Process Procedures. Participation in the SAP Server Migration Process and Internal Audits Show less

Jacareí, São Paulo

Bachelor Degree, Logistics

Technician Degree, Business Management