Renato Serigni Email & Phone Number

São Paulo, SP, BR

São Paulo, Brazil

- Implementei o Serviço de Atendimento Steck (estrutura, processos, sistemas, KPIs, equipe, CRM);- Responsável (P.O) na implementação do CRM (omnichannel) para Customer Care Center;- Responsável (P.O) pela Transformação Digital do Customer Care;- Implementei e liderei o Comitê de Experiência do Cliente – CX; - Integrante do Comitê de Inovação: Sub-comitê.

São Paulo, Brazil

- Responsável por todo planejamento e gestão de sucesso e engajamento de clientes;- Estruturação do fluxo de processos da Zettle Brasil e onboard de novos clientes;- Gestão de equipe com 25 colaboradores, avaliação de desempenho e administração de conflitos;- Implementação de estratégias para alavancagem de vendas e excelência comercial;- Gestão de.

São Paulo E Região, Brazil

• Responsible for América Móvil account, managing P&L and designing, implementing and managing tools, operational standards, processes and procedures, metrics reporting and data and trend analysis, as well as budgeting.
• Continuously monitor and improve infrastructure (processes, metrics, and tools) and workforce utilization to enhance the customer experience by implementing best practices and operational standards
• Managed a contract with R$15MM/ year in revenues (55% Acticall's revenues);
• Managed 400 agents, 20 supervisors, 2 managers and headed multidisciplinary teams: Quality Assurance, Training, Planning and Database Marketing. Interaction with matrix organization, influencing process improvements.

São Paulo E Região, Brazil

• Responsible for managing the full P&L Santander Credit Cards account: a R$36MM/year contract in revenues and a team with 600 salespeople, 30 supervisors and 3 managers as direct reports
• Strong interaction with cross-functional teams such as Quality Assurance, Training, Planning and DBM
• Increased salesperson working day productivity by 15% and company’s margins by 25% (2014/2015)
• Developed and deployed the first digital sales project for Atento (R$ 300K revenue/month and 70% margin)
• Reduced telecom costs by 20% and increased the penetration of insurance per card from 45% to 60%
• Reestablished and leveraged the customer-client relationship; as a result, Atento was ranked as Santander’s best supplier partner.

Worldwide

• Travelled to more than 30 countries around the world - BRIC included - in order to deep dive into new cultures and markets, improve other languages proficiency, build human capital and deeply develop personal talents.

Espírito Santo, Rio De Janeiro, São Paulo E Região, Brasil

- Head de Cluster Interior do Brasil, gerenciando mais de 60 cidades em todo o país;- Responsável pela gestão de negócios em canal de inside sales e planejamento de trade marketing;- Administração de orçamento comercial para canais e clusters (Brasil Heartland, Canais Remotos e Regional RJ);- Gestão de metas quantitativas (TV paga, Internet banda larga e.

Rio De Janeiro E Região, Brasil

• Spearheaded the national integration processes and projects for the SMES Channel, monitored channel key performance indicators and strongly interacted with all regional offices and other departments (Logistics.
• Fully headed the SMES Customer Segmentation project, improving significantly the main KPIs (contact rate, response time and churn)
• Headed and developed RJ/ES commercial team - about 60 Authorized Agents, 10 Sales Executives and 04 Analysts, Telesales channel (around 40 direct salespeople and 02 supervisors) and also the sales support team (back.
• Managed commercial and contractual contracts for both Authorized Agents (Tim Business Partner) and Contact Center supplier (ACS)
• Deployed the SMES Tele-Scheduling Project, increasing the number of visits/ agent, sales volume and reducing the operational costs of business partners
• Deployed the Commercial Help Desk (HDC): a dedicated channel responsible for activating SIM cards for all retail chains in Brazil

São Paulo E Região, Brasil

Macaé, Rio De Janeiro, Brasil

• Involved in the company start-up in Brazilian market
• Headed the primary sales channel, accounting for 60% of company’s total sales
• Managed and developed teams with approx. 200 salespeople, 10 supervisors, 5 assistants, 1 analyst;
• Key performance indicators management to keep track of sales health (Sales Conversions, Volume, Service Time, Service Level, Call Abandonment, Waiting Time)
• Structured and implemented functional specifications for customer service and sales support process and system; also, fully responsible to implement and measure sales motivational campaigns
• Developed and deployed payment modalities (CITEF), increasing the sales volume

Rio De Janeiro E Região, Brasil

• Strong involvement in Banco Alfa de Investimentos start-up
• Responsible for managing a middle market customer portfolio over R$ 500M of potential investments
• Managed and developed a 20 telemarketers salespeople team and responsible for training new trainees together with HR department
• Hit the annual acquisition target (new customers and invested volume) and exceeded all monthly quantitative and qualitative targets
• Due to high performance, was invited, over more than 50 candidates in Rio de Janeiro, to be part of the 1st Class of Product Managers of Banco Real de Investimentos.

Specialization, Digital Transformattion

Master Of Business Administration (Mba), Executive

Master Of Business Administration (Mba), Marketing/Marketing Management, General

Bachelor'S Degree - Ba, Business Administration