Nicolas Barbosa Email & Phone Number

Responsible for Customer Experience, Inside Sales and Billing Department teams.Customer Experience-Lead the Supervisor and consultants;-Coordinate projetcs for process improvement in partnership with operations, logistics and sales;-Lead the current ominichannel plataform transition;Inside Sales-Lead the salespersons for B2B sales;-Drive the strategy of promotions and call to action to increase the sales amount and avoid churn;-Implementation of SalesForce in the team's routine;Billing Department-Lead the billing analyst;-Drive the strategy in partnership with credit team to recover the customer defaultsKey Technologies and Tools: ZenDesk, Sales Force, Slack, Redash, Retool, Miro, Looker, PowerBI, Excel.

São Paulo, Brasil

Local manager for a Fashion E-commerce company, managing the Customer Service Excellence in Latin America, spearheading a successful customer service launch in Mexico and driving positive customer experience outcomes in Brazil, while championing local customer experience strategies through cross-functional collaboration. Main responsibilities and achievements: • Implemented and managed the Customer Experience Team in Mexico within a 6-month timeframe; • Managed the Brazilian Customer Experience Team, streamlining logistics, payments, and issue resolution, directly contributing to increased customer satisfaction CSAT from 65% to 83%; • Implemented omnichannel platforms (ZenDesk, FreshDesk, OctaDesk, MessageBird, Hi Platform), automating workflows and boosting team productivity by 60%; • Fostered cross-functional collaboration with marketing, product, logistics and procurement teams. This unified approach achieved a 10-day reduction in international delivery times (30 days to 20 days) and a 5% improvement in contact rates, significantly enhancing the overall customer experience; • Led People Performance Development for the leadership team, resulting in a significant increase in high performers (from 20% to 30%). • Structured a data analysis team and implemented a new data model flow, leading to a 20% improvement in data processing efficiency and 50% improvement in report generation time by innovative operational dashboards.Key Technologies and Tools: Slack, Zapier, Lark, Miro, Looker, PowerBI, ERP, Excel.

Ribeirão Preto, São Paulo, Brazil

Cultivated and managed strategic relationships with senior stakeholders within LATAM Business Units and Shared Service Centers (SSCs) to ensure exceptional service quality and embed a customer-centric culture within the SSCs team.Main responsibilities and results: • Strategic alignment of annual priorities and projects for SSC and Business Units for the years 2020 and 2021;• Led accounts payable supervisors development in continuous improvement projects, resulting in 5 FTE savings. ;• Fostered collaboration across global CRM teams, identifying 10 new service opportunities with savings of 17 FTEs; • Increased Net Promoter Score (NPS) from 69% to 86% through relationship building with key Accounts Payable and Procurement stakeholders across LATAM Business Units and Shared Service Centers (SSCs);• Spearheaded joint projects with LATAM teams, achieving a 5% improvement in invoicing success and on-time payments;• Led monthly, quarterly, semi-annual and annual performance review and partner maturity assessment meetings;• Improved data visibility by 70% through innovative operational dashboards, enabling faster reporting and data-driven decision making for continuous improvement;Key Technologies and Tools: SAP, PowerBI, Teams, Success Factor, Ariba, Microsoft Office, Tungsten

Ribeirão Preto, São Paulo, Brazil

Project leader for implementing an internal SAP E-sourcing platform, enhancing the efficiency of procuring services and indirect materials for business units and factories. Executed a transformation plan for platform integration, ensuring the continuous and seamless operation of procurement processes.Main responsibilities and achievements:• Led the LATAM-wide implementation of a SAP E-sourcing platform, cataloguing the procurement strategy and achieving a 50% efficiency gain in procurement through time savings for operational buyers and approvers;• Developed and implemented a comprehensive transformation plan for platform integration, ensuring 100% operational continuity and a 20% increase in procurement spend coverage through catalogue (from 50% to 70%) for indirect materials.;• Improved Service Desk Ticket SLA by 40%, reducing resolution time from 5 days to 3 days.• Facilitated governance meetings with global stakeholders (project teams, IT firms) to monitor key performance indicators (KPIs), resolving issues and achieving a 90% on-time project completion rate;• Through the creation of an enhanced Power BI Dashboard, collaborated with key business leaders to increase spend coverage by catalogued procurement categories by 20% and expedite the purchasing process across factories, DCs and business units;• Aligned Business Continuity Plans (BCPs) for LATAM Business Units, ensuring preparedness for potential disruptions.Key Technologies and Tools: Service Now, Service Desk, DxC, SAP, Ariba, ERP, Catalogue, Procurement, Spend Coverage; K2

São Paulo E Região, Brasil

Operational excellence specialist supporting Business Transformation and Transition plans, as well as the Responsible Sourcing audit program to protect human rights and safety labor conditions throughout the supply chain.Main responsibilities and achievements: • Streamlined and improved the efficiency of the bidding process by 10%, resulting in a 20% reduction in turnaround times;• Increased Vendor Score Card (delivery, quality, and on-time delivery) from 90% to 95%;• Increased Responsible Sourcing compliance by 10% in the volume and spend (70% vs. 60% last year);• Successfully trained the Strategic Buyers and Procurement Team on continuous improvement methodologies (Lean Six Sigma), SMETA, EcoVadis CDP, and CSR principles through interactive workshops.Key Technologies and Tools: SEDEX platform, Ecovadis Platform, SAP, Ariba, K2 form; Microsoft Office, White Belt.

Ribeirão Preto E Região, Brasil

• Supported the Global Procurement Team in bidding processes and managed Responsible Sourcing Audits• Served as the point of contact in global meetings for Shared Service Centers (SSCs), aligning and standardizing processes

- SAP Purchase Order creation and delivery date management

Ribeirão Preto E Região, Brasil

- Support the contract creation, document organization, payment of bills and taxes and invoicing process.

Ribeirão Preto E Região, Brasil

Salesperson and stock organizer at a clothing store.

Executive Program, Business Administration And Management, General

Business management program focused on fostering leaders with the integral skills for successful and impactful businesses.

Graduação, Business Administration And Management, General