Luiz Guilherme Moniz Petrachi Email and Phone Number
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Customer Experience and Operations Senior Executive specialized in CRM and Client Solutions with a career developed at: AeC Group, Chubb/ACE Insurance, TIM Brasil - Telecom Italia Mobile Holding Company, Valor Econômico, Credicard and Rhodia/Solvay do Brasil.Solid experience in the development and implementation of measures for the acquisition, fidelity and retention of clients, planning and execution of marketing in sales support programs, product launching, promotions, publicity and events. In the course of my career I have acquired extensive knowledge of startups, outsourcing and negotiations with suppliers.I have both Brazilian and Italian citizenships.ADDITIONAL INFORMATION ======================■ Guest speaker at the Federal University of Rio de Janeiro (UFRJ) for the Production Engineering Bachelor’s Degree Course (2003).■ Winner of the VII ABEMD Award (Brazilian Association of Direct Marketing) in the Gold Category, for the Business to Consumer (B2C) segment, in the launching of the Valor Econômico Newspaper.■ Fencing Athlete for the past 30 years. Participation and prize winning, individually and on teams in World, South American, Brazilian and São Paulo Championships.SUMMARY OF QUALIFICATIONS ==========================■ BUSINESS START UPS AND DEVELOPMENT OF NEW DEPARTMENTS■ IMPLEMENTATION AND MANAGEMENT OF CONTACT CENTERS OPERATIONS: MULTIPLE CLIENTS AND SITES■ ELABORATION AND MANAGEMENT OF RELATIONSHIP MARKETING:ACQUISITIONS / SALES, LOYALTY AND CUSTOMER RETENTION PROGRAMS■ NEGOTIATION AND SUPERVISION OF OUTSOURCING STRATEGY AND PROCESSES■ BUILDING AND LEADERSHIP OF MULTIFUNCTIONAL TEAMS■ NEGOTIATIONS OF PROJECTS FOR MERGERS AND ACQUISITIONS■ APPRAISAL AND CONCEPTION OF NEW PARTNERSHIPS IN ALTERNATIVE SALES CHANNELS■ MARKET INTELLIGENCE, INCLUDING COMPETITION ANALYSES AND CUSTOMER SURVEYS
Consulting Services
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Customer Experience And Customer Success HeadConsulting ServicesState Of São Paulo, Brazil
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Advisory Council Team Exgv - Board MemberAssociação Dos Ex-Alunos Da Fundação Getulio Vargas Apr 2021 - PresentSão Paulo, Brazil• Member of the Advisory Council of the FGV EAESP Alumni Association, providing business consulting in the Consumer Services, Infrastructure, Renewable Energy, M&A, and Retail sectors. -
Customer Experience / Customer Success HeadConsulting Services Jan 2017 - PresentBrazil
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Customer Experience & Operations Director | Cx / Cs Head - Career TransitionStato - Consulting 2015 - 2016São Paulo, Brazil -
Customer Experience & Operations DirectorAec Feb 2010 - Jun 2014Belo Horizonte, Minas Gerais, Brazil* Managers of 30 Customer Service Operations, the most diverse sectors of the economy and government, covering 3,800 service positions, 7,000 direct employees and conducting a monthly revenue of US$ 7,000,000.00 .* Negotiations for the merging of AeC with international corporations for operations of Contact Centers. -
General Manager Of Relationship ChannelsChubb Jan 2007 - Dec 2008São Paulo, Brazil* Elaboration and implementation of client relations for the whole division of Affinity for the Insurance Company in Brazil, encompassing direct sales and client retention.* Implementation of client policies and fidelity for insurance products in conjunction with the major credit card administrators and financing companies of Brazil.* Steering, management and logistics of the processes and training activities for products, sales and client retention for Contact Centers either directly managed by the Insurance Company or by its commercial partners. -
Customer Relations General ManagerTim Brasil - Telecom Italia Mobile Holding Company Jul 2002 - Dec 2006Rio De Janeiro, Brazil* Definition of Consumer and Corporate sales for GSM technology in the country through Telemarketing channels, increasing company base accesses by 400,000, three months after start up.* Implementation of loyalty and retention strategies for TIM Client Relations Centers in Brazil, boosting the percentage of retained clients, as of 2003, from 55% to 80%.* Leadership in the implementation and management project of the major TIM Contact Center in partnership with the Algar Group, located in Minas Gerais, boasting 1,100 customer service stations, 2,000 professionals and 3,000,000 calls/month.* Elaboration of Consumer and Corporate client relations, involving all TIM Contact Centers in Brazil, contributing to the winning of the best customer service award for telecommunications companies in 2005. -
Customer Relations General Manager - Career TransictionLhh Jun 2001 - Jun 2002São Paulo, Brazil -
Relationship Marketing ManagerValor Econômico Feb 2000 - May 2001São Paulo, Brazil* Responsibility for company start up in relation to the strategies and operations of Direct Marketing, Database Marketing, sales campaigns and partnerships, administrating the Relationship Marketing budget on the order of US$ 3 million/year.* Management of subscriber prospecting, acquisition and retention all over Brazil via the elaboration and implementation of Direct Marketing strategies, sales and renovations campaigns, targeting the ever-closer relationship among newspaper, subscribers and readers.* Planning and structuring of the Contact Center, encompassing telesales and client service operations.* Negotiation of mailing lists acquisitions with partners and suppliers for the implementation of segmented sales campaigns, totaling 5 million prospects.* Leadership of CRM projects, focusing on the identification of opportunities with the target segment, using database analyses and elaborating and implementing relationship strategies with the subscriber base. Outstanding among the main results, were client service quality improvement (97% decrease in the customer complaint rate) and reduction of operational costs.* Administration and definition of logistics, operational sales follow-up and customer service center structures for the service and delivery of promotional products linked with subscriptions. -
Direct Marketing ManagerCredicard Feb 1999 - Feb 2000São Paulo, Brazil* Development of Direct Marketing strategies, encompassing the activities of account activation, financing relationship with active and inactive customer bases and additional card sales, contributing to the boosting of the percentage of activated accounts, from 72% to 88% between 1998 and 2000.* Elaboration of direct communication for insurance products sales, involving the entire card base and in conjunction with the main insurance companies in the market. -
Planning Manager - Telesales And RetentionCredicard Jan 1998 - Feb 1999São Paulo, Brasil* Planning and management of telesales (client acquisition, maintenance and retention) nationwide, developing and implementing plans and ensuring the attainment of goals in accordance with market practices and needs, as well as the management of the client profiling for those who accessed telesales channels.* Implementation of productivity projects, increasing the capacity to attend to card retention operations by 30%, elevating the monthly volume of retained accounts from 50% to 70%, reaching 700,000 in 1998.
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Information Technology CoordinatorSolvay Jan 1994 - Dec 1997São Paulo, Brazil* Leadership and coordination of office automation projects and structuring of help desk teams throughout Brazil. -
It AnalystSolvay Jan 1992 - Dec 1993São Paulo, Brasil
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TraineeSolvay Brazil Jan 1991 - Jan 1992São Paulo, Brazil
Luiz Guilherme Moniz Petrachi Skills
Luiz Guilherme Moniz Petrachi Education Details
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Leadership Performance -
Business Administration -
Business Administration
Frequently Asked Questions about Luiz Guilherme Moniz Petrachi
What company does Luiz Guilherme Moniz Petrachi work for?
Luiz Guilherme Moniz Petrachi works for Consulting Services
What is Luiz Guilherme Moniz Petrachi's role at the current company?
Luiz Guilherme Moniz Petrachi's current role is Customer Experience and Customer Success Head.
What is Luiz Guilherme Moniz Petrachi's email address?
Luiz Guilherme Moniz Petrachi's email address is lu****@****.edu.br
What schools did Luiz Guilherme Moniz Petrachi attend?
Luiz Guilherme Moniz Petrachi attended Esade, Insper, Insper, Fundação Dom Cabral, Insper, Insper, Fgv Eaesp - Escola De Administração De Empresas De São Paulo Da Fundação Getulio Vargas, Pontifícia Universidade Católica De São Paulo / Puc-Sp, Colégio São Luís.
What are some of Luiz Guilherme Moniz Petrachi's interests?
Luiz Guilherme Moniz Petrachi has interest in Economic Empowerment, Education, Environment, Disaster And Humanitarian Relief, Animal Welfare, Arts And Culture.
What skills is Luiz Guilherme Moniz Petrachi known for?
Luiz Guilherme Moniz Petrachi has skills like Market Intelligence, Business Strategy, Business Planning, Telecommunications, Team Leadership, Negotiation, Call Center, Strategic Planning, Sales Management, Outsourcing, Product Management, Marketing Strategy.
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