Renato B. Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brazil

- Implementing a solid governance framework for consistently reviewing root causes, proposing small changes, and adjusting plans as needed, led the LATAM region to systematically address issues and consistently meet and exceed major Actor/Task Accuracy targets. This leadership has established LATAM as a gold standard and benchmark.- US Elections Political Content Accuracy Improvement: Spearheaded the planning, strategy, and execution of short-videos, reducing defects in real-time and enhancing the knowledge base for moderators. Key impacts include a 90.9% reduction in errors, a 97% moderator satisfaction rate, and an increase in political content accuracy from 55.9% to 90.6%.- Vendor Site Launch: Managed the first vendor site launch, implementing strategies and best practices from day one. Key impacts include a 29.07% increase in task accuracy within the first weeks and a significant improvement in auction ads task accuracy from 83% to 93% month over month.- Implemented a Control Tower/Command Center governance model to drive proactive problem-solving and boost overall efficiency.- Standardized OKRs for problem-solving with XFNs, launched a global table of metrics, and assigned dedicated POCs in each region for QA process monitoring and standardization.

São Paulo, Brasil

- Managed BPO performance at sales and marketing for advertisers on a global social media network- Lead a DMAIC process to investigate and improve advertisersskills to pitch solutions to sale in up to 10%- Deployed Outlier-Management Process to ramp-up new-hireperformance of over 90% of total headcount to meet all quality targets at their first 30days at the job- Design and control of lean six sigma project to reduce defects of quality and production in up to 10% for the quarter

São Paulo, Brasil

Founder of the Training & Performance department - Designed and implemented Onboarding for the entire business unit - Head of the Low Performer Recovery Program, allowing the whole company to manage Outliers based on Quartiles and dispersion management - Managed to escalate user Training Engagement (self-service training) in up to 200%, equivalent to every user self-assigning and completing at least 4 new modules per month- Managed to strongly increase top performer representation by 37% in 3 months

São Paulo, Brasil

- Manages Training and Quality at one of the largest and most critical Customer Service BPOs in the country- Proud leader of over 60 HCs- Able to quickly deploy a strategy to improve results by 4% and meet required target in less than 45 days- Implementation of the 9-Box Grid performance development culture for all T&Q staff- Key stakeholder for internal and external partners during a series of ongoing projects- DMAIC mentor for high-complexity projects all over the company

São Paulo, São Paulo

- Led the Learning & Development and Quality Assurance departments for a global BPO client.- Reduced customer dissatisfaction by 4% through DMAIC projects.- Improved quality performance across North and South America, achieving the top performance among BPOs.- Developed and implemented training and quality strategies, achieving COPC certification.

São Paulo, São Paulo

São Paulo, São Paulo