Marcelo Arruda Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brasil

- One of the BR Founding Members with a key role in the LATAM launch, actively supporting Revolut's expansion into the Brazilian market.- Managed vendor service delivery and customer support operations, focusing on key KPIs, including AHT, NPS, CSAT, SLA, Quality and Training. My main responsibility was to ensure the achievement of all Customer Service/Customer Experience KPIs and to manage the relationship between Revolut and the BPOs. I conducted internal and external meetings, onsite actions and lead CX campaigns and, to properly handle this, I extracted and analyzed raw data myself to build reports and high-level presentations.Led RCA and deep-dive analysis to develop actionable plans that enhanced vendor outcomes and identified new CX opportunities for Revolut, such as strategies to decrease time response, increase NPS and adapt European process into Brazil market through QA standards. - Conducted regular meetings with global stakeholders to align on strategic goals and present key operational insights.

São Paulo, Brasil

Led a team of 200 in diverse service lines including sales, post-sales, social media, and technical support, with a focus on customer experience excellence. Responsible for setting OKRs and managing 11 KPIs (including SLA, FCR, AHT) achieving a 13p.p increase in QA and 8p.p in NPS by implementing targeted development programs for individual process opportunities and team coaching. Regularly met with client executives, conducted performance reviews, and created action plans to ensure alignment with client expectations. Facilitated the promotion of 14 team members through ongoing skill development sessions and performance follow-ups.During this period I manage over 10 supervisors and facilitated benchmark between key areas of Atento.

São Paulo, Brasil

Managed a team of 40 (and 2 Team Leaders) in customer support for Huawei, focusing on service resolution and customer satisfaction, with direct responsibility for KPI monitoring and product deployment in collaboration with teams across Brazil, USA, and China. We were responsible at the time for Huawei's launch in Brazil amongst the US Ban and the impossibility of using Google Services in their phones. Responsible for collecting customer data through reports, identifying pain points, process opportunities and bad contact volumes. Work closely with other teams, especially QA, to address those pain points and improve customer experience. Conducted WBRs and MBRs with the client along with other proactive reports identifying business opportunities.

São Paulo, Brasil

I lead 20 agents spread through Phone Sales, Chat Sales, Post-Sales and Device Setups. End-to-end for entire customer buying cycle at apple.com/br. Develop constant strategies for multiskill business aproach, conducting 1:1 sessions, follow-ups,and skip-level meetings frequently with the aim of developing the team and gauging the pulse. Back then, our external team for Setup has surpassed the internal Apple Team and achieved the best CSAT in the world for 2 consecutive months (97p.p).

São Paulo, Brasil

Team Leader of an average of 15+ bilingual agents in charge of AppleCare support. The agents were responsible for tech live support through Phone and Chat. Main responsibilities: coaching sessions, feedback cycle, report analysis, WFM meetings, disciplinary sanctions when needed.

São Paulo, Brasil

Call/Chat evaluations to monitor service quality and guideline following. Feedback appliance, meeting conduction and report creation for client.