Igor Martins Maia Email & Phone Number

Jundiaí, São Paulo, Brasil

Challenge: increase Operational Efficiency and Operation Gross Margin by accurate forecasting and planning allied to process optimization and automation.Main Deliveries:o Planning, Control & monitoring restructuring/organization, including correct ACD and Workforce Management (WFM) tool optimization;o RPA (Robotic Process Automation) Squad and Virtual Agent Optimization using IBM Watson technology to ensure on-time delivery with adequate cost and promised financial result;o CAPEX Management and allocated to BPO projects;o Dashboard deployment and KPI alignment for better monitoring and leverage operations productivity;o Operations productivity improvement using Planning and Automation initiatives ;o Project implementation of a home-office operational team creating a systematized control process, improving turnover, absenteeism indicators and physical-space optimization.

Uberlândia, Minas Gerais, Brazil

• Responsible for the Corporate Process Improvement área focused on increasing Operational Efficiency , Product Quality, and Process Automation.• Responsible for Banking Operations: New Accounts, Loans Formalization, Financial and Liquidation Back-Office.• Responsible for the Procurement area .Main Deliveries:o Restructuring, outsourcing internal BPO activities, simultaneously deploying optimization tools such as OCR & RPA;o Average customer lead-time reduction from 8 to 3 days by process optimization and process reengineering;o Structural- optimization and tax-efficiency projects.

Uberlândia, Minas Gerais, Brazil

• Responsible for Operational Efficiency improvement of Banco Triangulo Companies through internal and external operation cost reduction projects, training and Capacity planning.• Implementation of Operation Capacity Planning increasing internal-resource efficiency and reducing BPO costs.• Collection process implementation using Artificial Intelligence with voice activated process for early default customers.• New VR implementation increasing terminated calls from 28% to 71%.• Whatsapp (Self-Service) implenentation for Credit Cards, reducing BPO customer service costs • Design and implementation of Front-End Service for Card Operations Call Center , improving NPS from -16 to 40.• Corporate cost reduction program with total savings of BRL 47 million.

Uberlândia Area, Brazil

• Responsible Process Improvement Operations area focused in operations planning, automation, process optimization, cost reduction, reengineering and support in new customers implantation;• Responsible for the Planning and Control area to optimize the Operations staff (Call Center and Back Office) to achieve SLA's;Major Accomplishments:• Operation cost optimization through the measurement of productivity, span of control and seniority according to the deliveries.• Software to control and optimize the Back Office Operation, allowing team productivity control, SLA's and necessary effort, optimizing the allocation of resources and costs.

Uberlândia Area, Brazil

• Responsible for Human Resources, Infrastructure, Internal Review, MIS and Operational Training at Tempo Serviços.Major Accomplishments:• Responsible for Technical Operational Service with the following attributions:o Human Resources, people development and engagement; operational and behavioral training;o Quality monitoring; Planning and control;o Infrastructure.Highlights:o Allegra Program – Employee engagement program with turnover and dismissal reduction.o Call Center knowledge tool revitalization, using taxonomy techniques and customer-voice driving quality increase and resoluteness.o 2015 Best Companies at which to Start a Career Award.o Cerrado Project – Spinoff and sale of the operational part of Tempo Serviços company to Algartech. Spin off and RFP of the Operational portion of Tempo Serviços aiming to improve productivity and cost reduction.➢ Alegra Program - Employee engagement and motivation program through soft skill training, employee engagement and encouraging healthy habits, resulting in reduced turnover and leave.➢ Award for Best Companies to Start a Career in 2015 by Exame / Great Place to Work.➢ Revitalization of the Call Center knowledge tool using taxonomy and voice of the customer.

Uberlândia Area, Brazil

• Manager Responsible for Bradesco Credit Card Sales Team, Chat American Express Card and Special Service Unit, leading teams of 6 direct and up to 75 indirect people;• Management of Outsourced operations ensuring quality, accessibility and cost within the organization's goals;• Management of the area's budget, optimizing by reviewing contracts and improvement / simplification of the Operation's service processes;Major Accomplishments:• Budget optimization by reviewing contracts and processes, changing the contract model to unit cost and simplification of the operation's service processes, increasing customer satisfaction and a 25% reduction in the operation´s cost.

Uberlândia, Minas Gerais, Brazil

• Responsible for the management of the Project Portfolio for the implementation of new products and processes, monitoring the schedule, allocating the team, risks, costs and impacts under the operation and customer point of view;• Relationship and prioritization of demands with the focal points of the Products and Commercial areas;• Leadership and development of the project managers Team• Structuring the process of projects quality and control using KPI´s.• Development and execution of activities related to end-to-end project management, including project plan, scope, quality, costs and risks.

Uberlândia, Minas Gerais, Brasil

• Project Management of Reengineering and Process Improvement projects.

Uberlândia, Minas Gerais, Brasil

• Responsible for project management with a focus on Reengineering and Process improvement forCard Operations and Acquisition of American Express;• Regional project management with global team located in several countries - Brazil, USA, UK andIndia from American Express to improve customer satisfaction, cost reduction and VR optimization;• Work on American Express Regional Initiatives (LAC) to improve quality (High Value Card MemberUnit) and cost reduction (VR Optimization).• Rings of Reward and Recognition as a result of the VR Optimization project - 2003. Award given byAmerican Express Globally to the projects with the best performance in the year.

• Responsible for creation and updating of the Call Center capacity planning for the units of Card Members an Establishment, comprising calls forecasting; seasonality; marketing campaigns; number of operators x calls; technologies impacts and others;-Management of call center’s staff (hiring, training, off phone activities, schedule trades, days off, reps vacations, etc.) in order to reach a balance of high efficiency and excellent servicing.

Master Of Business Administration - Mba, Business Administration And Management, General

Business Administration

Post Graduation, Business Administration