Filipe Dacosta work email
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Filipe Dacosta personal email
CEO/ CXO/ Customer experience and M&A expert Experienced M&A executive with a proven record of merging company cultures. Lead successful change management events to successfully blend process, procedures, technology, and people. I have over 20 years of success in Customer Service leadership roles and a track record of building award-winning, world-class customer care center operations for companies including The Home Depot, Acuity Brands, AT&T, and CBeyond.My background includes successful experience elevating internal stakeholder commitment to customer service excellence by implementing compelling Voice of the Customer (VOC) programs and initiatives.As a leader, I place people in positions that capitalize on their strengths and allow them to flourish in environments that foster creativity, innovation, and invention.I am particularly strong in developing infrastructures that enable optimal call center performance across metrics including first call resolution (FCR), workforce management practices (WFM), and net promoter scores (NPS). Equally strong in championing Lean Six Sigma methods, principles, and projects to map the customer journey and enhance the customer experience.For example, I increased NPS at The Home Depot to Best in Class status and cut calls per order in half.At CBeyond Communications, I turned around the NPS score from -7% to +40% overall. In the Billing Research department, NPS scores improved from -30 to +49.In my first year at CBeyond, I drove a dramatic 81% decrease in status calls, 73% reduction in mean-time-to-repair, 19-ppt decrease in ratio of customers to calls, and 19% reduction in repeat tickets.MY EXPERTISE INCLUDES:* Customer Care Leadership * Multi-Site Operations Management * Project & Program Management* Fiscal/P&L Accountability * Strategic Alliances & Partnerships * Product Commercialization* Budgeting & Forecasting * Market Analysis & Benchmarking * Process/Procedure Optimization* Customer & Vendor Relations * Call Center Technologies & Systems * Applied Innovation * Strategic Alliances* Technology Resource allocation* Organic and Inorganic Growth* Staffing & Global Team Building
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Franchise Owner And CxoSweet And SassyAtlanta, Ga, Us
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Chief Executive OfficerSugar Sweet Georgia Puppies Mar 2021 - Present• Led strategic acquisitions of 19 Breeders and Puppies For Sale Local Breeders in 2021.• Established SSGP Veterinary division as world leaders in small breed puppy breeding and care.• Acquired Dogspotters.com in 2022 to enhance online presence and global positioning.
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Franchise Owner And CxoSweet And Sassy Jan 2019 - Present
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Chairman Of The Advisory BoardEnbio Industries Jan 2016 - Present -
Coo And CxoEnbio Industries Jan 2015 - Jan 2016ENBIO INDUSTRIES, INC. – Atlanta, GA January 2015 – PresentChief Operating Officer (COO) and Chief Experience Officer (CXO)Direct all daily operations and short/long-term strategy for start-up company with patented high-performing environmentally friendly fluid with several markets.* Conceptualized vision for global chemical engineering company and formed/chaired company’s Advisory Board in June 2014.* Built network of customer, vendor, and employee evangelists, while driving ROI and revenue growth.* Established world-class customer experience. * Reduced delivery time 45% and costs 38%.
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Senior Merger And Acquisition AdvisorIntegra Business Brokers 2019 - Jul 2022Martinez (Augusta), Georgia, Us -
Vp Business DevelopmentCook And James, Llc Oct 2017 - Jul 2022Roswell, Ga, Us -
Global Customer Experience DirectorAcuity Brands Jan 2016 - Jan 2017Atlanta, Georgia, Us -
Senior Leader Of Quality And Training/ Senior Program Manager Of Bpo OperationsThe Home Depot Aug 2011 - 2015Atlanta, Georgia, UsHOME DEPOT CORP. – Marietta, GA July 2011 – January 2015Senior Operations ManagerDirected multi-channel enterprise strategy for online operation, two internal call centers, and five BPO centers to ensure optimal fiscal performance, competitive positioning, and operational effectiveness. Built industry leading Quality Assurance department with three managers, six data analysts, and 48 QA coaches, plus world-class training department of three managers, four supervisors, and 24 trainers.* Propelled NPS 500% to Best in Class status and cut calls per order (CPO) 50% by steering $24M, 10-month project to insource call center operations. * Drove exponential revenue growth from $450M to $3B+ in less than four years.* Built world-class WFM (workforce management) department that centralized WFM functions across 21 lines of business and improved forecasting accuracy 48%.* Spearheaded development of enterprise customer experience roadmap that saved $5.1M in annual costs.* Turned around two outsourced centers from 40% below internal NPS targets to consistently meet and exceed those targets after only two months under leadership -
Director Of OperationsCbeyond Oct 2007 - May 2011Atlanta, Ga, UsCBEYOND COMMUNICATIONS CORP. – Atlanta, GA March 2008 – May 2011Customer Service Operations DirectorPromoted to lead the delivery of exceptional communication services to customers of this leading small business communication provider.* Refined FCR strategies across all customer touch points, saving $1.2M annually.* Catapulted SLAs 50% from 30% to 80%.* Turned around NPS score from -7% to 40%+.* Reversed NPS scores in Billing Research department from -30 to +49.* Championed Six Sigma project that improved and maintained web host NPS scores from two to 45 on average. -
Director Of Mobile OperationsCbeyond Oct 2007 - Jul 2008Atlanta, Ga, UsCBEYOND COMMUNICATIONS CORP. – Atlanta, GA September 2007 – March 2008Mobile Operations DirectorSpearheaded strategic direction to establish operational excellence across three divisions through quality management, process design and development, WFM, and staffing. * Drove dramatic 81% decrease in status calls, 73% reduction in mean-time-to-repair, 19-ppt decrease in ratio of customers to calls, and 19% reduction in repeat tickets.* Reduced transferred call rate 10%.* Propelled employee satisfaction from 66% to 84%.* Boosted FCR 41%.
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Process ExcellenceAt&T May 1997 - Aug 2007Dallas, Tx, UsBELLSOUTH/AT&T CORP. – Atlanta, GA March 1997 – August 2007Process Improvement ManagerPromoted through four progressive positions in 10 years to drive optimal performance levels nationwide.* Delivered ~$200M savings in annual operating expenses.* Elevated customer satisfaction levels.* Optimized efficiency, productivity, and utilization rates.
Filipe Dacosta Skills
Filipe Dacosta Education Details
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University Of Nevada, RenoCommnications/International Relations -
Thunderbird School Of Global Management
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University Of Miami
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University Of Miami Herbert Business School
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University Of Nevada, Reno
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University Of Phoenix
Frequently Asked Questions about Filipe Dacosta
What company does Filipe Dacosta work for?
Filipe Dacosta works for Sweet And Sassy
What is Filipe Dacosta's role at the current company?
Filipe Dacosta's current role is Franchise Owner and CXO.
What is Filipe Dacosta's email address?
Filipe Dacosta's email address is fi****@****mes.com
What schools did Filipe Dacosta attend?
Filipe Dacosta attended University Of Nevada, Reno, Thunderbird School Of Global Management, University Of Miami, University Of Miami Herbert Business School, University Of Nevada, Reno, University Of Phoenix.
What are some of Filipe Dacosta's interests?
Filipe Dacosta has interest in Children, Economic Empowerment, Politics, Environment, Education, Science And Technology, Animal Welfare.
What skills is Filipe Dacosta known for?
Filipe Dacosta has skills like Leadership, Process Improvement, Vendor Management, Team Building, Management, Strategic Planning, Call Centers, Operations Management, Cross Functional Team Leadership, Customer Satisfaction, Training, Program Management.
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