Guilherme Koga Email & Phone Number

Louisville, Kentucky, Us

Brooklyn, Ny, Us

Brooklyn, Ny, Us

• Responsible for setting up Jetson’s business intelligence infrastructure from scratch using AWS, Databricks lakehouse and Power BI that transformed decision making at Jetson.• Automated data ingestions, reports generation, scorecards and dashboards that lead into improved customer experience and cost savings. Deployed Jetson’s customer segmentation, P&L analysis, product returns cost analysis and inventory health report.

Ridgefield Park, Nj, Us

- Responsible for Care Reporting and Analytics organization that continuously seek for excellence towards Customer Satisfaction by partnering with other functions to improve efficiency through data driven decisions.- Consolidated data sources into a single environment, developed balanced scorecard with End to End metrics and new dashboards through Tableau tool that allowed automated reports generation and root cause analysis.- Deployed Medallia, CX management platform across all channels within Customer Care which contributed to improve NPS by 20 points in 2 years, by linking CX, operational metrics and financial linkage

Ridgefield Park, Nj, Us

Redmond, Washington, Us

Part of Americas Reverse Supply Chain operations leadership team which is responsible to support Microsoft hardware including phones, Surface, X-Box.- Ramped-up and managed Microsoft Stores reverse logistics vendor in US and Canada with 100+ brick and mortar stores and online sales.- Deployed new processes and tools that reduced the returns inventory by 50% by increasing efficiency and deploying metrics and analytics.- Implemented and manage regional control tower team responsible to measure and report KPIs for leadership that improved operational efficiency through automated performance management and costs visibility.- Optimized End to End Care network across Americas resulting in improved customer satisfaction and reduction in warranty costs by 20% in 1 year through detailed total cost analysis and identified main drivers.- Deployed different projects across the region including new tools, systems and processes. As result of those initiatives the team brought $6.5M savings during 2015.

Redmond, Washington, Us

- Deployed Care Quality System Management that improved regional governance including mechanisms for best practices knowledge sharing, documents repository and scorecard management through SharePoint utilization - Assess End to End Care network in order to leverage opportunities towards customer satisfaction and reduce total warranty costs- 'Product Quality Champion' for Americas, measured and reported performance for regional Care 'quality of service', trade customer quality reporting and defined requirements to Business Units for local quality standards. Reduced repeated returns by 20%.

Espoo, Southern Finland, Fi

Part of Americas Customer Care leadership team which is responsible to support mobile phones and smart phones devices across the region.- Worked with regional managers for Strategy Deployment and Repair Operations development.- Deployed initiatives to continuous improve quality of Care services delivered to our Consumers and Trade Customers and accountable for implementing the Care Quality System Management in Americas.- Accountable for escalating and resolving product quality issues across the Region providing escalations to Business Units (locally & globally).- Act as the 'Product Quality Champion' for Americas and also accountable for measuring and reporting performance for regional Care 'quality of service', trade customer quality reporting and requirements to Business Units for local quality standards.

Espoo, Southern Finland, Fi

Part of Latin America Customer Logistics leadership team which is responsible of channel relationship management, order management and distribution of phones across the region.- Managed different projects focusing on increasing service level to support trade customers and leveraging opportunities to reduce costs, through the implementation of best-class processes including elaborating detailed processes, project financial and viability analysis- In coordination with global team, defined and deployed different logistics services portfolio that provided differentiation, flexibility and cost savings according to customer segmentation. Direct interface with Sales Operations, Sales, Order Management, Outbound Logistics and Information Technology.- Defined and implemented regional team governance including scorecard, communication and cadence.

Espoo, Southern Finland, Fi

- Managed relationship with Open Distribution channel customers (70 retailers / distributors), regarding Care (after sales) services – repair related processes, reverse logistics, SLA negotiation, Care KPIs and Legal consumer cases support;- Managed different projects implementation including an End to End Network Optimization, considering front end / back end interactions. A completely renewed network was implemented with new flows that combined lower turn-around time, less touch-points and reduced costs.- Lead Environmental group within Nokia Brazil sustainability program. Successfully negotiated partnership for expanding the Take Back Program, including major partnership with national retailer that expanded the program for more than 300 stores.

São Paulo, São Paulo, Br

Dublin 2, Ie

• Managed a project that evaluated international network distribution scenarios for a multi-country operations company (resources industry). As project result the company remodeled its distribution model in Europe;• Managed supply chain process revision at a Mexican retailer – focusing on distribution and inventory management processes. Significant reduction in days of supply and out of stock;• Participated in projects at different Brazilian retailers (general retail, grocery, clothing and internet) focusing on inventory management, loss prevention, pricing, assortment, store operations and expansion (new stores opening);• Leveraged functional requirements for software selection and system development focusing on pricing, assortment, fulfillment and transportation processes at a large Brazilian Retailer.

Executive Mba, International Business

Master Of Business Administration (M.B.A.)

Engenharia Mecânica, Mechanical Engineering