Raul Santos Email & Phone Number

São Paulo, Brazil

São Paulo, Brazil

São Paulo, Brasil

- Structuring and leadership of the financial services and customer experience area (Customer service, finance, collections, retention, and churn recovery for national and international clients - Latin America).- Direct leadership and management of a team with over 15 people.- Management of customer service and retention indicators and metrics (NPS, CSAT, First and Full Resolution, contact rate, churn, customer retention, delinquency, and MRR management).- Reduction of company payment delinquency by 30% and an 80% increase in payment conversion.- Support sales, and customer success teams in negotiations with final clients (B2B and B2C).- Leadership of the project for the opening of a Legal Entity in Colombia and structuring of the electronic invoicing process following the laws, regulations, and cultural experience of the customer.- Automation and integration of the international payment platform: Ebanx and WorldpayLeadership of the project for implementing a third-party collection service to support the payment conversion area.

São Paulo, Brasil

- Responsible for managing all projects and initiatives related to the financial operations area at RD Station.- Launched the RD Station CRM product for international markets (Colombia and Mexico).- Managed sponsorship receipts, billing, and customer service for RD Summit (the largest marketing and sales event in Latin America).- Mapped and optimized processes related to the billing system, including Revenue and Collections.- Led the Risk Management and Enablement Squad within the financial area.

Florianópolis

Role as a customer service and experience analyst, handling financial demands such as service contracts, payments, delinquency collection, and invoicing.

Florianópolis E Região, Brasil

Spain

- Invoicing for client companies and reporting to the electronic management system of the Spanish government.- Tax advisory for individuals and legal entities.- Income Tax declaration for individuals.

Pouso Alegre, Minas Gerais

- Recruitment and selection for internship, and operations programs, acting as a Business Partner.- Reduced factory absenteeism by 25% in 5 months through the implementation of an organizational analysis project.- Managed HR KPIs (absenteeism, turnover, training, headcount, productivity), reporting to senior management and executives.- Developed employee training plans based on training needs assessment (TNA). Implemented an electronic training management system.- Worked on continuous improvement projects and reduction of human errors in the People Development pillar of WCM (World Class Manufacturing).- Led the Feel Good project, promoting health, balance, and well-being for employees.

Lavras E Região, Brasil

- 40% increase in customer satisfaction through the development of a customer satisfaction survey and post-project feedback, utilizing the ServQual methodology.- Implementation of the quality control circle, using 5S methodologies, Pareto analysis, cause-and-effect diagrams, and standardization of the company's processes.- Administrative consulting for small and medium-sized business owners in the city of Lavras, conducting organizational diagnostics in human resources, process restructuring, finance, and marketing, followed by an action plan and assistance to clients.

Master Of Business Administration (M.B.A.), Managerial Accounting, Commercial Law, And Corporate Law

Postgraduate degree in Administrative Management from the Faculty of Law, Economics, and Tourism at the University of Lleida, Spain.

Graduado, Administração De Empresas

Activities and Societies: Activities and groups: 2014 - Scientific initiation project at UFLA/FAPEMIG: Development and public policies.