Marcos Filipe Da Silva Email and Phone Number

Plataforma Integrada de soluções Energéticas. Distribuidora Digital de Energia.Conectamos milhares de clientes à nossa rede nacional lastreada em +100 parques renováveis parceiros, além de nossa rede de geração própria.

Responsável por garantir a eficiência operacional, a satisfação dos stakeholders e o crescimento sustentável dos serviços oferecidos. Responsável pela estruturação de processos, gestão da jornada do cliente, acompanhamento das operações e escalonamento dos serviços.Objetivos:- Promover a excelência operacional.- Maximizar a satisfação e retenção de clientes.- Escalonar os serviços de maneira eficiente e sustentável. -Contribuir para o crescimento e sucesso da empresa no mercado de captação de investimentos para startups.

Ajudo impulsionando empresas em diversos segmentos para aprimorar seus processos e estruturas de trabalho, bem como a jornada dos clientes, com foco na otimização, eficiência e melhoria de indicadores.:- Mapeamento de Processos:Identifiquei e documentei detalhadamente os processos existentes, usando análises avançadas para encontrar áreas de melhoria.Desenvolvi diagramas claros para fornecer uma visão abrangente das operações.- Identificação de Oportunidades de Melhoria:Realizei avaliações minuciosas, utilizando dados e entrevistas com stakeholders para identificar oportunidades de otimização.- Reestruturação e Redesenho de Processos:Desenvolvi soluções personalizadas para melhorar a eficiência operacional, implementando práticas de excelência alinhadas com os objetivos da empresa.- Gestão da Mudança:Elaborei planos de transição detalhados e ofereci treinamento para garantir uma adoção suave das mudanças propostas.Comuniquei de forma eficaz as mudanças planejadas, garantindo o alinhamento de todos os envolvidos.- Projeção da Jornada do Cliente:Mapeei com precisão a jornada do cliente, utilizando feedback para aprimorar continuamente a experiência em todos os pontos de contato.- Monitoramento e Otimização Contínua:Estabeleci indicadores-chave de desempenho e sistemas de monitoramento para garantir melhorias contínuas ao longo do tempo.Ao longo dessa jornada, testemunhei transformações significativas nas operações e cultura organizacional, resultando em:- Redução de custos e desperdícios.- Aumento da eficiência e produtividade.- Melhoria da qualidade dos produtos/serviços.- Aprimoramento do atendimento ao cliente.- Engajamento e satisfação dos colaboradores.- Aumento da receita e rentabilidade.- Melhoria no tempo de ciclo de projetos.

Act as an integrator of the operational fronts with the client at Logcomex, unifying the way of working through the standardization of tasks and optimization of performance:- Responsible for implementing the Twilio omnichannel communication platform, integrating Voice and other messages, through integrated service flows, unification of the tool's database and events, and integration with HubSpot CRM, responsible for understanding pain and needs, Discovery of the solution, lead the development and evolution of the solution, applying knowledge about the customer, product, business and market, to ensure successful deliveries that meet customer needs and follow the company's strategy and market trends.- Implementation of variable bonuses for the Customer Success team, based on retention and identification of opportunities,- Directing strategic demands from the product and engineering teams to the CS team, acting as scrum master in macro processes,- Monitoring and directing investor demands, regarding logcomex customers and service levels, being responsible for the revos team's integrated data, and customer success, collecting and unifying information for investors,- First voice of the customer studies and experience mapping.Experience in:-Prioritization of backlog, launch and monitoring of features in production;-V1 release-alignment of multidisciplinary teams-Discovery actions-Identification and design of end-to-end solutions-Solid knowledge of technology projectsWe use methodologies such as:- Deep process mapping and WBS- Agile- Kanban- Princee- PMBOK- Briefing and gathering requirements

Responsible for the entire scope of the Customer Success team's processes, continuing the customer journey and their points of contact with the company, structuring the team's continuous improvement, through agile methodologies and project management.- Implementation of the unified customer journey- Implementation of the Wootric (In Momment) relational and transactional research platform, as well as the NPS cycle.- Implementation of the PDCA cycle between similar areas to monitor demands and needs.- Directing and prioritizing demands with the revs and integration teams.- Structuring the first churn committees and churn war room for retention strategy.- Implementation of the WhatsApp Twilio messaging platformWe use methodologies such as:- Agile- PMBOK- Scrum

Responsible for creating and structuring the implementation processes of the Logcomex Onboarding team, including the customer journey in CRM, as well as Time to Value planning, onboarding Macros, onboarding monetization, portfolio targeting and customer handover, through a unified journey design, even improving the experience and delivering top-tier value.We use methodologies such as:- Process mapping-WBS- Scrum

As funnel's intersection in the client's journey, in between sales and operations, Celero's Setup or Implementation, is responsible for all the configuration and direction of the client for their journey, integrating the client's financial services with the financial management platform. For greater efficiency and integrated control. The challenge of restructuring, organizing, distributing and categorizing the reception of the company's customers, who have just left the commercial. -Customer welcome re-design -Process structure -Adequacy of SLA and KPi of the area -Co-design of Interactive SetUp -Flow of information -Activity mapping -Setup structure for SU product (self-use) - Monitoring and definition of Product priority -Continuous improvement of the Implementation process

Implement and develop client success mindset, concept and practice as a strategy within the following legal management technology. Develop automation projects and processes, parameterization and workflows for law firms across the country. Implement, together with the Marketing department, a Customer Centric culture, delivering results and high performance through strategic planning. Develop integrated content for internal and external maintenance in accordance with Branding and Design Thinking positioning.- CS Implementation Project as Organizational Culture-Cycle of Lectures and Strategic Development for Managers- Employee journey- Monitoring and development of workflow and Kpi's for help & service desk.-Analysis and adjustment of systemic cost per user and CAC-Analysis and survey of current journeys and processes, through sampling and monitoring.-Adequacy and implementation of the Onboarding and Continuous Customer Journey for GoLive.-Customer base hygiene monitored by CS.-Definition and Structuring of Strategic Squad for Onboarding and Ongoing as KA Monitoring.-Definition and implementation of Goals and OKRs for CS and StrategyWe use methodologies such as:- Process mapping-WBS- Design Thinking- Waterfall- Cultural structuring

Analyze service and quality indicators, cancellation rates, complaint rates and contacts. Analyze and monitor the NPS (net Promoter Score) of the marketplace and its sellers. Evaluate and analyze the operational performance of Sellers and monitor them together, develop and guide action plans to mitigate indicators. Evaluate and indicate improvements in internal processes and the platform. Pedagogically guide the correct use of the platform and its tools to guarantee the performance of partners. Evaluate and analyze the customer experience in relation to the service provided. Analyze the volume of calls, recurrence of questions, response and resolution SLA, interaction with retailers, among others.- Implementation of SPP for the customer's purchasing journey.- Implementation of Seller Marketplace Performance Reporting.-Adjustment of composition metrics for Health Score.-Composition of data for analysis and monitoring.We use it on a daily basis:- Performance management- Requirements management- Expectations alignment

Analyze, meet, treat and monitor demands arising from customer contacts or complaints in the markets where MadeiraMadeira is present, directing specific demands to internal sectors for treatment, carrying out monitoring and feedback regarding status positioning. Analyze the functionality and correct performance of tools and integration between portals for the best flow, report instabilities, report and propose improvements, together with the internal team and partner contact points.

Consulting and advisory services for international financial and emergency services. RBWM Premier International. Working in the International cell for direct mediation between foreign clients located in Brazil and Brazilian clients located abroad, carrying out security procedures and checks, analyzing demands and adverse situations. Link directly with subsidiaries around the world, carrying out emergency documentary procedures for clients.

In my career as a Designer, I had the opportunity to work on different fronts of the profession, and stages of the process, from the beginning of creation to seniority, to project and portfolio management. The companies where I was able to hire my services were magazine publishers like Ruah, technical book publishers like Juruá, guerrilla marketing companies like AzDirect, culminating in my management experience in a branding and digital design office in Grenade. Responsible for graphic production, art direction, production monitoring and management of career development and work models.