Gabriel Eichenberger Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brasil

As a Senior Project Manager specializing in Information Technology Processes, I lead cross-functional teams to drive innovation and efficiency in the tech landscape. My expertise lies in orchestrating the end-to-end management of complex IT projects, from conception through to successful implementation. Leveraging a deep understanding of technology, alongside robust process optimization techniques, I ensure projects are delivered on time, within budget, and to the highest standards of quality.Key Responsibilities:Strategic Planning & Execution: Develop and execute comprehensive project plans, aligning IT initiatives with business objectives to foster growth and competitive advantage.Process Optimization: Continually assess and refine IT processes to enhance operational efficiency, applying methodologies such as Agile, Scrum, or Lean IT depending on project needs.Stakeholder Management: Serve as the primary liaison between IT and other departments, ensuring clear communication, understanding of project objectives, and alignment of expectations.Risk Management: Proactively identify, assess, and mitigate project risks, ensuring minimal impact on timelines and deliverables.Technology Implementation: Oversee the selection and implementation of new technologies and systems, ensuring they meet the strategic needs of the business while also enhancing operational effectiveness.

❯ Currently leading a significant project with Anheuser-Busch InBev (AMBEV) at Bravium, focusing on using technology to enhance business growth and client success in the beer industry.Key Contributions:🎯 Boosting Sales in Supermarkets: Led a strategic initiative to increase AMBEV product sales in mid-sized supermarkets through an effective loyalty program under my management.🎯 Integrating Strategic Projects: Combined website optimization aligning clients expectation and product team deliveries through targeted communication, CRM, and data analytics for cohesive, impactful projects.🎯 Advanced Data Analysis: Employed sophisticated algorithms to evaluate and predict performance indicators, aiding in accurate predictions and budget decisions.🎯 Website Innovation: Enhanced our program's website with innovative designs and data-driven strategies to align with market trends through benchmarking.🎯 Sales & Market Strategy: Developed and executed strategies using market insights and data analysis to boost premium product sales and share of the clients market.🎯 Project Coordination and Leadership: Guided my team into incorporate agile methods to exceed targets, significantly enhancing project success and client satisfaction.

São Paulo, Brasil

❯ Execute and lead successful process improvement initiatives by effectively collaborating with product, technology and operations teams to improve efficiency and optimize operations of diverse financial products.Achievements:🎯 Increased Monthly Revenue: By identifying and resolving issues in the communication platform, a significant increase of R$0.4 million was achieved in the monthly recovery of the collection area, resulting in improved customer satisfaction and increased revenue.🎯 Reduction of Wasted Customer Contacts: The project successfully achieved a 30% reduction in wasted customer contacts by optimizing performance intensity on auto-dialers and efficiently managing staff workload and scale.🎯 CRM Implementation Lead: Successfully led the implementation of the collections CRM, Recupera, in conjunction with product and technology, streamlining workflows for new products including loan contracts and enabling segmentation of strategies for collections.🎯 Development of Performance Tracking Tool: The project consisted in the creation of a tool to monitor the consultants' activity, resulting in higher productivity and better time management.

São Paulo, São Paulo, Brasil

❯ Execute and lead successful process improvement initiatives by effectively collaborating with product, technology and operations teams to improve efficiency and optimize operations of diverse financial products.Achievements:🎯 Real Time Service Project: Successfully implemented a project, in which I reorganized the order of service for customers waiting to be contacted by sales. By prioritizing customer chat responses over the traditional "First In, First Out" (FIFO) order, we achieved significant results. Customers who received a response within 30 minutes experienced a remarkable 50% increase in conversion rate. The data gathered in this project was subsequently employed in the development of new data science algorithms in order to optimize customer service through artificial intelligence.🎯 New Journeys and Products: I contributed significantly to the creation of the journey and processes of new products such as vehicle financing, supporting several business changes, and by-products such as upselling loan amounts and simplifying the loan top-up process for active customers.🎯 Acting in Supplier Engagement and Participation as Product Owner in Squads: I developed an active role in the extended business squads, aiming at the implementation of new workflows. During these initiatives, I established collaborations with new partners such as COX and Nubank analyzing the performance of a diverse customer base, as well as working with innovative technology vendors to improve our internal credit and formalization processes.

São Paulo, Brasil

❯ Ensured high service levels by efficiently managing customer online queues and resolving interdepartmental conflicts, providing valuable insights through analysis of sales team metrics. Mentored the sales team through weekly performance tracking, one-on-one sessions, and interactive trainings, resulting in improved performance.Achievements:🎯 Cross Project: I carried out the mapping of the customer journey, going beyond the commercial area, and promoted the integration with the Customer Success (CS) team. Through this project, we aligned and organized the processes related to active and receptive communication with customers, providing a more efficient and consistent experience.🎯 Knowledge Management Platforms Migration and Standardization Project: Leading this project, we unified the various knowledge management platforms used by the different areas of the company into a single platform called Confluence, hosted on Jira. We developed customized templates, promoted alignments between the areas and followed the entire process of knowledge capital migration. In addition, we ensure continuous monitoring with teams and promote a smooth transition.🎯 Project to Review the Optimal Answer Time for Phone Calls: As the leader of this project, I adapted the optimal answering time for phone calls, considering the different areas of the company. This initiative aimed to improve the efficiency of customer service on all fronts, providing a more agile service and tailored to the specific needs of each sector.

São Paulo, Brasil

❯ Ensured high service levels by efficiently managing customer queues and resolving interdepartmental conflicts, providing valuable insights through analysis of sales team metrics. Mentored the sales team through weekly performance tracking, one-on-one sessions, and interactive trainings, resulting in improved performance.Achievements:🎯 Career Acceleration Program: Completed the company's first career acceleration program, mentored by the head of sales planning, gaining recognition and approval from company directors.🎯 Development of the Lead Retrieval Tool: During a period when the company was experiencing low lead numbers, I successfully executed a lead retrieval project for clients, resulting in a 15% increase in lead conversion rate.🎯 Review of the Contact Cadence with Commercial Teams: Through a study I conducted, I implemented a new contact cadence with the commercial teams, resulting in a 10% increase in the conversion rate.

São Paulo, Brasil

Achievements:🎯 I played a key role in the corporate university (Academy), delivering trainings and contributing to the development of new consultants. I shared technical knowledge and best practices to enhance their skills and competencies.Utilized advanced and financial selling methodologies such as SPIN selling and Challenger Sale to increase the effectiveness of my approaches and ensure customer satisfaction.🎯 Led a portfolio of about 80 customers, and kept the CRM always up to date to offer extraordinary service, exceeding their expectations and creating a relationship of trust and loyalty.🎯 Achieved a significant milestone in my career by passing a board of directors to participate the Y career program as a specialist, demonstrating my commitment to continuous improvement and professional excellence.Duties:❯ Conducting consultative sales aimed at customers with an interest in financial reorganization and investment in their own business.❯ Personalized service with a focus on the customer experience, providing a welcoming environment and oriented to their needs.❯ Advice on clients' personal financial planning, aiming to improve their financial health and enabling them to achieve their goals and dreams.

São Paulo, Brasil

Achievements:🎯 Consistent achievement of 145% of set target, exceeding it every month.🎯 Recognition as consultant with the second best conversion rate of the year.Duties:❯ Conducting consultative sales aimed at customers with an interest in financial reorganization and investment in their own business.❯ Personalized service with a focus on the customer experience, providing a welcoming environment and oriented to their needs.❯ Advice on clients' personal financial planning, aiming to improve their financial health and enabling them to achieve their goals and dreams.

São Paulo E Região, Brasil

Pioneer company in specialized consultancy and management of planned communities, with national operations. Since 2000, its partners have worked directly and dedicatedly, in the organization and structuring of operations and in the implementation and consolidation of differentiated planned communities (neighborhoods and first and second residence condominiums, commercial and business complexes). Member of CAI – Community Associatons Institute, an international institute of American origin, focused on the development of technology and good practices in the management of communities and condominiums, present in several countries.❯Main Responsabilitiesa) Holding meetings with national or international partners.b) Translation and control of commercial proposals.c) Strategic planning and proposal development for clients.d) Produce/Review content, contracts and manuals.❯Main Results In 2017, I participated in the company's strategic planning, proposing a new form of billing for huge customers, these contracts resulted in the capture of new customers and diversification in the services provided, with an increase in the company's revenue of 3.4%.

São Paulo, São Paulo

Citi is the most globalized bank in the world, with more than 200 years of experience. It maintains a presence in 95 countries, 20 of them in Latin America, has 200 million customer accounts and employs more than 200,000 people. It provides individuals, corporations, governments and institutions with a variety of financial products and services, including banking and consumer credit services, corporate and investment banking services and securities brokerage.❯Main Responsibilitiesa) Preparing reports in Excel, using formulas and VBA programming.b) Serving representatives of the bank's largest clients and international funds in B2B negotiations.c) Make a bi-weekly executive call with directors and interested clients.❯Key resultsIn 2015, I carried out a project that increased efficiency and automated much of the interns' activities and reports using formulas and VBA programming, I also developed an "intern manual" with all the activities of the operations desk for new hires.

Bachelor'S Degree, International Relations, Business And Marketing

Formação Profissional, Product Management

Exchange Program, Business & Negotiation

Postgraduate Degree, Business Intelligence E Analytics

Master Business Administration - Mba, International Business Management

Economics, Economics