Ralph Eustáquio Email & Phone Number

Rio De Janeiro, Rj, Br

Rio De Janeiro

- Managing the customer and business retention and loyalty team, made up of the Retention and Virtual Business sub-areas, with a total of 19 members spread over 3 different coordinations. This team was recognized as one of the best in the company, serving as a model for various processes, strategies and awards.- Implementing customer retention strategies that resulted in a 25% retention rate, recovering more than 100 million in the first year after the creation of the retention area.- Structure the Retention area from scratch in 2020, developing all the processes, strategies and training the team.- Creating a system of indicators to manage more than 2,000 franchisees, guiding customer portfolios.- Managing a budget of more than R$18 million for external customer loyalty and retention actions.- Conducting a monthly presentation of results, aligning objectives and directing communication directly with C-Level leaders and the organization's CEO; - Structuring a cancellation reversal flow, creating a hybrid service operation with the aim of building customer loyalty, resulting in a 25% retention rate in relation to cancellations.- Participating in and contributing to various projects, being recognized with the award for "Outstanding Project of the Year 2021," "Outstanding Manager of the Year 2018" and "Outstanding Team of the Year 2017."- Increased NPS by 9 points in 2 years by implementing CX (Customer Experience) and CS (Customer Success) strategies, working directly with 560 customers under management through a new process with the 2,000 franchisees.

Rio De Janeiro, Rio De Janeiro

- Developing strategies to expand market presence.- Establishing effective and well-structured market research.- Managing strategic projects with international and national scope.- Supervising the 11-member Commercial Strategy team.- Developing the Strategic Plan into KPIs, targets and short- and long-term financial plans.- Monitoring the reporting of commercial success indicators in sales channels via brokers.- Calculating and defining commercial targets for the own sales channel in Brazil, structuring 15 KPIs based on sales force, new business and quality for monitoring throughout the country.- Drawing up the Commercial Plan at POS, regional and national levels, monitoring all processes.- Developing strategies to expand presence and define new markets to increase sales capillarity in all lines of business, reaching new markets and potential customers.- Developing a specialized team for the company's expansion in the Northeast region, bringing results and new clients in a comprehensive manner.

Rio De Janeiro

- Establishing management processes for the newly created CSC (Shared Services Center).- Developing the Capacity Plan for the VP of Operations, carrying out a capacity study by resource.- Managing and analyzing the directorate's annual budget, totaling 4 million/year, including Budget, Forecast and Reforecast.- Monitoring the performance of the Operational Directorate through KPIs (Key Performance Indicators).- Creating dashboards for executive reports, providing a systemic view of the business model's KPIs.- Overseeing Workforce Management processes for 150 employees, assessing overtime and productivity.- Structuring staff recruitment and selection processes.- Controlling and defining workforce and capacity strategies.- Managing the budget with a high volume of variations.

Rio De Janeiro E Região, Brasil

- Analysis and monitoring of the area's KPIs;- Preparation of dashboards for management reports;- Improving operational processes, reducing the benefits payment cycle time to 5 working days.- Negotiating contracts with medical providers;- Participation in internal projects to improve the area and regulatory bodies;- Support in receiving Susep audits.

Rio De Janeiro E Região, Brasil

- Developing dashboards using Power BI to report on projects at three levels (Operational, Management and Strategic) in all the company's business lines (Pensions, Insurance, Capitalization).- Hold meetings to align the scope of projects and ensure complete understanding.- Modeling, analyzing and designing processes in the areas of Capitalization, Pensions, Pension Funds and Insurance.- Create dashboards to analyze the KPIs of the Projects area and discuss action plans with other areas.- Monitor and control projects in accordance with the methodology established by the PMO and the procedures.- Monitor and support projects in the IT, Pension, Insurance, Capitalization and Customer Relations areas, optimizing their processes and bringing improvements to the areas.- Standardizing technical and support documentation for production and support systems.- Consolidating and analyzing monthly reports to support strategic decisions.- Contributing to the design and implementation of the Process Framework.- Participating in improving the directorate's processes.

Rio De Janeiro, Brasil

- Monitoring and support for projects in the IT, pension, insurance, capitalization and customer relations areas.- Modeling, analysis and design of capitalization, pension fund and insurance processes.- Collaboration in the design and implementation of the Process Framework.- Standardization of technical and support documentation for production and support systems.

Rio De Janeiro E Região, Brasil

- Contributing to the development of the Project and Process Portfolio for the entire Value Chain, aligned with corporate strategies and aimed at improving business results.- Collaborating in the implementation of the Projects and Processes Office, including different methodologies.- Providing support for projects in the Human Resources, Legal, Audit, Customer Relations and Ombudsman areas, optimizing their processes and bringing improvements to the areas.- Developing service processes for each PCRJ sector, from conceptualization, mapping, macro-process development, sub-processes to the final structure.- Analyzing the performance of the systems implemented, re-evaluating routines, manuals and working methods to ensure effectiveness, proposing more efficient methodologies.- Carrying out Process Audits in the areas of Human Resources, Systems, Strategic Planning, Quality, Business Management and Maintenance, evaluating processes and guidelines.- Accompanying the PCRJ (Rio de Janeiro City Hall) project from conceptualization to implementation, participating in the entire process until its completion.

Rio De Janeiro E Região, Brasil

- Monitoring the PCRJ (Rio de Janeiro City Hall) project in the conceptualization, specification, development, homologation and implementation phases.- Development of service processes for each sector of the PCRJ in the following phases: Conceptualization of the process, mapping, development of the macro-process, sub-process, modeling, up to its final design; - Analyzing the performance of the systems implemented, re-evaluating routines, manuals and working methods, checking that they meet the user's needs and suggesting more effective working methodologies.- Preparing training for system users;- Preparing manuals, presentations and other teaching materials.- Meetings with clients and the areas involved, for alignment and business rules.

Rio De Janeiro E Região, Brasil

- Management of training projects. - Negotiating and interfacing with the Outsourcing team. - Preparation of reports to evaluate results, aggregation and manipulation of large volumes of data. - Quality control and auditing, conducting processes for ISO 9001 and Probare certification. - Coordination and validation of methods, enabling means and resources, including logistics management and financial adequacy of the Training area's resources.

Mestrado, Esg E M&A

Mba Global Gestão De Empresas, Administration And Business

- Competitive Intelligence - Decision Science - GCR - Governance, Risk and Compliance - Advanced Negotiation - Strategy for Business.

Bacharelado Em Gestão De Empresas, Administration And Business

- Focus on the economic and financial management of organizations of any size or sector. - Fundraising and investment - Analysis.