Jairo Tadeu Baptista Email and Phone Number

Responsável pelo Marketing, Relacionamento e Contact Center, com aproximadamente 15 subordinados indiretos e 02 subordinados diretos (Coordenadores).Relacionamento - Gestão, padronização e equalização da qualidade de serviços no relacionamento e orientação com todos os clientes (internos e externos).Suporte Comercial, agenda e contato com todos os clientes em potenciais, apoio e orientação com contato ativo com toda base de clientes, gestão de e-mail Marketing e suporte administrativo-financeiro, e venda ativa do portfólio de produtos e apresentação de soluções.Apoio às áreas internas, controle de agenda, apoio logístico, e contato e orientação inicial aos clientes.Marketing - Desenvolvimento de peças promocionais, gestão de investimentos em mídias e propaganda, desenvolvimento promocional, criação de área de gestão em mídias sociais, CTZ Contact Center - análise de retornos.Acompanhamento e gestão de agendas com a Imprensa e Gestão dos investimento, e análise de retorno.Contact Center – Desenvolvimento de uma área ativa em vendas em telemarketing e Recepção de cadastros.Apresentação de todo o portfólio de produtos (MBA’s, POS Graduações, EaD’s e Cursos Costumizados e etc).Gestão do Mailing, acompanhamento e gestão dos Retornos dos investimentos, e monitoramento de todos os indicadores de Negócios.Orientação e direcionamentos estratégicos dos níveis de serviços na venda e cadastramentos de novas inscrições; Gestão da qualidade de atendimento, tempo de resposta e utilização das experiências junto aos diretórios acadêmicos para toda base de clientes internos e externos.Certificação, Melhoria e Continuada Aplicação de metodologia de gestão por meio de padronização, sustentabilidade e capacitação dos colaboradores, visando ao crescente desempenho e eficiência, buscando plena satisfação dos acionistas, clientes e coloboradores.Visão estratégica de Negócios, Gerenciamento de Conflitos e de Mudanças.

Facilities Management Partner administration and management. Main outputs: Management of 50% of country operations under several outsourcing contracts with authorized partners, with an internal team of 18 Supervisors and 20 indirect Overseers;Standardization and leveling of the quality of dealers selling subscription TV services in Brazil. Recovered customer satisfaction levels by more than 10%, increased market share by 15% and increased service quality throughout Brazil to that of the Southeast region, achieving customer satisfaction rates of 97%.Deployment of the 4G Broadband Operation with new techniques. Development of a new technological standard, resulting in an increase of more than 50,000 new subscribers, achieving 130,000 by the end of the second year.Managed the field engineer operation, introducing strategies to exceed sales service level targets and licensing the use of subscriptions, customer service quality, response time and use of digital TV experience for customers in several consumer segments;Management of partners and the field team (Authorized Partner contracts), aiming at exceeding contracted revenues by attracting new clients and increasing business profitability margins by reducing production costs;Design and standardization of processes and procedures;Introduced of the “enchantment” strategy, aiming to exceed customer service expectations and anticipated their needs (customer relationship and loyalty strategy);Certification and Continuous Improvement of services sites in the authorized network. Deployed a management methodology based on standardization, sustainability and staff training to increase performance and efficiency.

Managed integration projects for corporate customers. Main outputs: Management of outsourced telecommunications and services projects;Management of the Finance, Risks, Issues and Deadlines for projects such as Electronic Invoicing, Automatic Voucher Creating, the Federal Fiscal SPED system, Billing;Strategic business vision, conflict and change management;Design and standardization of processes and procedures for the development of Outsourcing solutions.

Managed the Facilities Management customers. Main outputs: Management of 15 outsourcing contracts with 14 internal on-site Supervisors and 150 indirect staff. Monthly revenues of c. R$ 4.8 million;Development of projects to sell outsourcing solutions in document processing in several sectors (Financial, Industrial, Government, Telecommunications, Food and Printing);Management of the Siemens Project: During the first 6 months, implemented operations, achieving 80% of production capacity. During the first year, achieved a competitive profit of R$ 4.8 million, reaching the consumer market in Latin America and part of Central America. During the second year, met the three challenges and entered the US market;Negotiation of major outsourcing contracts with large customers;Solutions configuration to provide onsite and offsite customer services using a range of software, hardware and human resources solutions;Management of active sites (outsourcing contracts), aiming at exceeding contracted revenues by capturing new applications and improving profitability margins and reducing production costs;Design and standardization of processes and procedures for the development of metrics and solutions;Certification of services sites in 2010. Deployed a management methodology based on standardization, sustainability and staff training.

Managed and developed accounts based on the specialized engineering market using resources in several sectors (Financial, Industrial, Government, Telecommunications and Food) with solutions in AutoCAD, development software (XVP) and integration of technical management.Results: increased market share by 23% and profit by R$ 2.6 million/year.

(Started working at Xerox in 1985, as Technical Customer Services Representative, Billing and Invoicing Representative and Named Accounting Representative. Promoted to a Management and Leadership position in 1992).