Persio Sposito Email & Phone Number

São Paulo, Brazil

As the Head of the Services Department at Mundo Galápagos, a regional DU from Asmodee Group, I expertly balance creative vision, operational efficiency, and project management approach to deliver high-quality tabletop and digital games localized in the regional language. My key achievements include:- Manage a diverse team of internal specialists and numerous freelancers while overseeing the timely execution of projects across editorial, localization, design, and production areas.- Serving as the primary point of contact for creative/editorial adaptation of group IPs like LotR, L5R, Star Wars, Pandemic, Dixit, Arkham Horror, and more, while ensuring high-quality completion within set timelines. - Main project manager for Dungeons & Dragons and World of Darkness lines, preparing and releasing over 20 book titles over three years, with hundreds of thousands of units sold. - Winner of the 2022 Fernando Pini Award, the "Oscar" of the printing industry, with the book: Vampire the Masquerade V5 Deluxe. It was the first time a roleplaying game book ever won such an achievement.- Implementing process improvement initiatives in manufacturing, localization, and procurement areas to enhance operational efficiency, which has led to an 11% reduction in production time and a 5 - 10% increase in profit margins for selected products.- Liaising between the internal Distribution Unit and local studio to manage procurement processes, negotiate contracts, and maintain supplier relationships for the timely delivery of top-quality materials.

São Paulo, Brazil

Florianópolis, Santa Catarina, Brazil

As the founder of SCS, I've spearheading the company's creative vision, overall strategy, and daily operations. Key accomplishments include:- Servicing and collaborating closely with global companies to embed a customer-focused approach within the company culture, driving changes through project management strategies.- Successfully helping companies launching products in the market, supporting projects for hundreds of popular tabletop games.- Collaborating with internal teams and external partners to ensure top-notch services in terms of game development, localization, and publication.- Managing budgets, timelines, and resources effectively to deliver projects on time and within budget, while leading cross-functional teams and closely working with stakeholders.

São Paulo Area, Brazil

As a high-level operations manager at Atento, I directed CX operations for a leading San Francisco-based tech/logistics client, overseeing multiple sites in Brazil. Key accomplishments include:- Managed 1000+ HC across three sites in Brazil (São Paulo, Belo Horizonte, and Goiania), ensuring seamless operations and excellent client relations.- Led various Lines of Business, such as tech support, sales, platform onboarding, channels, and funnel, optimizing processes and boosting performance.- Utilized risk management expertise to identify and mitigate potential risks, safeguarding client operations and maintaining high-quality service delivery.- Managed budgets, resources, and cross-functional teams to drive operational improvements and ensure client satisfaction.

Santa Catarina - Brazil

As Senior Manager of Learning and Development at Sutherland Brazil, I championed learning, corporate culture, and talent development to drive organizational success. Key accomplishments include:- Served as Geo Head for Learning and Development, implementing global initiatives and adapting them to the Brazilian market.- Successfully established Sutherland operations in Brazil by implementing SOPs and ensuring 100% staff adoption of compliance training content.- Facilitated organizational change initiatives, including Ethics, Information Security, Code of Conduct, and Corporate Policies Compliance.- Instrumental in transitioning 85% of the operational workforce to a full Work-at-Home model in Brazil, demonstrating adaptability and effective change management.

São Paulo, Brazil And Bogotá, Colombia

As the Director of Regional Performance for LATAM at Sitel Group, I was responsible for overseeing compliance and operational corporate standards in the Brazilian region. I coached operational leadership to achieve higher levels of performance and compliance with the global model while managing the corporate university and all learning initiatives in the region. I also managed the team of regional learning managers, responsible for delivering all product, process, and client training content. As an internal auditor, I ran assessments to check operational eligibility and/or compliance with global corporate standard processes. I enforced mandatory anti-bribery/corruption, fraud prevention, data/security awareness, and health protection, according to international standards such as InfoSec, H&S, GDPR, FCPA, HIPAA, PCI, etc. As part of my role, I collaborated with leaders from various verticals to drive transformative initiatives, shared detailed action plans with the geographic leadership team, and delegated execution to project managers while closely monitoring the implementation of core processes. This resulted in improved compliance and performance outcomes for the region. I also identified strategic accounts and lines of business that could benefit from the implementation of automated omnichannel systems, shared best practices across the organization, and reported progress and insights directly to the LATAM General Manager.

São Paulo Area, Brazil

As the HR head, I oversaw multiple HR subsystems including hiring, corporate compliance, work regulations, unions, compensation, and more for three different sites with 3000+ HC. My expertise in HR Management, Personnel Management, and Labor and Employment Law allowed me to effectively manage these systems and ensure compliance with local laws and regulations.In addition, I played a key role in leading and supporting the recruitment, training, and development of operational leaders for more than 15 international clients, ranging from 20 to 800 headcount. My skills in Talent Management, Succession Planning, and Organizational Development resulted in a 12% improvement in employee retention rates. I also provided HR Consulting services to clients, offering key insights and recommendations during international site visits that improved operational efficiency and strengthened Employee Relations.Finally, I strengthened global HR-related standard operating procedures (SOPs) at the local level, increasing adoption and adherence by 30%. My skills in Performance Management, Employee Engagement, and Strategic Human Resource Planning allowed me to successfully implement HR policies and procedures that improved operational efficiency across all sites.

Sao Paulo

As the Senior Manager of HR for Learning and Development in Brazil at Sitel Group, I was responsible for leading all L&D activities in the region. I managed cross-country training teams in Brazil and Colombia and developed the company culture through corporate induction, security, leadership, and management training programs. I implemented global standards and Corporate University in the region to achieve consistency. I was a key person during project Ramp ups of Dell, Epson, Olympus, and Microsoft operations in Brazil and LATAM markets. I also developed tailor-made customer training programs to clients such as Epson, Dell, Microsoft, HTC, Kellogg´s, Olympus, etc. Finally, I managed and reported on all training metrics and KPIs.

Sao Paulo, Brazil, Argentina, And Canada

As the Head of Creative and Community Operations at The Walt Disney Company, I successfully led various aspects of the international expansion ops, including cultural localization, graphic design, game QA, CX, and content delivery, while fostering a thriving work culture.Pioneered the launch of Disney Online Studios in LATAM, overseeing operations in Brazil and Argentina, marking the first international expansion of the studio, while driving improvements across various titles and maintaining flexible best practices.Led a team of 15+, acting as the central point of contact for content-related concerns, liaising with diverse stakeholders, and remotely managing local and offshore teams. I served as the primary resource for culture, community, and general operations management while collaborating closely with international development teams throughout all product development cycles, both pre and post-launch.Under my guidance, we successfully introduced Disney's Club Penguin in Brazil, attaining a 123% growth in the initial player base by concentrating on service-oriented value and microtransactions. Additionally, we experienced a 600% revenue surge through subscriptions during the first year. I collaborated with development teams ensuring future multi-platform integration for gaming across Wii, Xbox 360, and mobile.

Sao Paulo

During my time as a TechNet Training Consultant at Microsoft, I specialized in creating and delivering training materials for the Microsoft TechNet Experience Online and Microsoft Support Academy. As an official instructor, I led online webcasts and video-courses, as well as presented at Roadshows, Community demos, TTTs and product launches in Brazil. My expertise in developing tailored training content enabled me to effectively equip technical support teams with the knowledge and skills necessary to provide exceptional customer service.

São Paulo, Brazil And Dallas/Tx, Us

As the Training Lead for Microsoft Consumer Support Services, I led a team of 7 trainer specialists focused on providing excellent product support and customer experience to the Brazilian market. My responsibilities included creating and managing training content for Hardware, Software, Games, and Licensing. Additionally, I attended US training Summits at Texas Campus and acted as the liaison between clients, SMEs, and product managers.To ensure the success of the Contact Center, I monitored Training KPIs and technical metrics, reporting weekly results, and presenting the Operation Business Reviews each quarter. One of my accomplishments was creating a tailor-made Negotiation training content that improved the soft skills of CSS operations, leading to better customer experiences. This content was later standardized for LATAM operations.I also implemented training programs for hardware and games, calibrated call handling scope, and launched Triage Programs to increase agent motivation, knowledge sharing, and overall customer experience. Thanks to these initiatives, 50% of our agents received proper teaching skills, and 10% of them created content that was validated and applied to the entire operation. The Triage program created an environment for continuous improvement based on the agent’s knowledge, empowering them to be part of the solution.Furthermore, I was a key person during EVO (Explorer, Vista, and Office) global launch, attending TTT sessions in the USA, and delivering content to 300+ tech support agents. Lastly, I was responsible for improving the support hiring tests.

Mba, International Executive Business Management W/ Marketing

Bachelor, Administration