Klayton Lauer Email & Phone Number

São Paulo, SP, BR

São Paulo, São Paulo, Brazil

I work in the Business Transformation division within the VP of Trading, where I combine strategy, technology, and data analysis to drive growth, efficiency, and innovation. With a focus on high-impact projects, my key responsibilities include:- Project Management (PMO): I coordinate strategic projects involving multiple departments, including Finance.

São Paulo, São Paulo, Brazil

Key Achievements:Technical Leadership and Team Management: Coordinated two senior analysts focused on Data Architecture in SQL and Dataviz, promoting efficient collaboration and high-quality results.CRM Development and Monetization Strategies: Organized CRM data and monetization strategies from inception, establishing a solid foundation for data-driven.

São Paulo, Brazil

• Managed a team of ~12 employees, including the supervisors of the Customer Service area and the Ombudsman and Social Media teams.
• Oversaw BPO management (Ombudsman, 24hrs support and vehicle tracking) with a focus on monitoring results and process improvement, resulting in a 20% increase in customer satisfaction metrics.
• Spearheaded the implementation of traffic management for the Customer Service team and defined KPIs for the operation, resulting in a 25% reduction in waiting time for customers.
• Coordinated CX projects, including Data Governance, Voice of Customer, and First Call Resolution, resulting in a 15% increase in first-time resolution rate.

São Paulo, Brazil

• Managed the Ombudsman through internal and external channels, achieving a 50% reduction in customer complaints on the Reclame Aqui website.
• Responsible for Reporting monthly to the board about the client's main pains in the use of our products and initiated RCA (Root Cause Analysis) of client's manifestations to support improvements in Locaweb's systems.
• Managed the relational and transactional NPS (Net Promoter Score) of all products, researched segmentation, and analyzed detractors to identify gaps in the customer experience, leading to a 10% increase in customer.
• Led the Continuous Improvement project in the Customer Service team, resulting in a 25% reduction in average call handling time and a 20% increase in customer satisfaction ratings.

São Paulo E Região, Brasil

• Managed Ombudsman channels (internal and external) and achieved a high reputation index on Reclame Aqui website by implementing specific action plans to improve brand health.
• Conducted RCA (Root Cause Analysis) of customer feedback to support improvements in Locaweb's systems and products.
• Defined the budget and KPIs of the service quality team, reducing costs by 30% and implementing strategies to improve the customer experience across retail products.
• Led the Continuous Improvement project for the Customer Service team, utilizing Excel, SQL, and Power BI on a daily basis.

• Conducted data analysis and managed customer satisfaction indicators (NPS, CSAT, and CES), resulting in a 15% increase in customer satisfaction metrics.
• Elaborated worksheets to control the work schedule of more than 100 employees, generating savings in the operational costs of Customer Service.
• Implemented agile projects in the area using the Kanban method, resulting in a 10% increase in efficiency and a 5% reduction in operational costs.

Master Of Business Administration

Data Driven Decision Maker (Dddm) Specialist

Associate'S Degree