Sergio Frias Email & Phone Number

Vaughan, ON, CA

Toronto, CA

Customer Experience Knowledge all in one single Hub. CX Hub is a boutique consulting company specialized on Customer Experience Transformation, helping people to change their business mindset to Customer Centricity and companies to become Customer Centric organizations. The methodology used is called NICE (Nurturing Insights about Customers' Expectations).

At Brainwork we believe in the use of Technology with Purpose. It is not Technology for Technology sake. We believe we can use Technology to empower the humans within the organization, so that they can deliver great Customer Experiences consistently. We believe in Productivity, Efficiency and Experience through an innovative application of technologies.

Lailla is a Customer Experience Plataform that uses the most advanced cognitive technologies to humanize the Customer Service. Lailla automatizes the Customers' interfaces via WhatsApp, using its Artificial Intelligence backend to provide a seemless Experience to Customers while interacting with the tool. Lailla can interface to answer questions via text.

Webli CX is a Customer Experience company focused on the Management of Customer Feedbacks, through the surveys creation, execution, follow up and collection of Customers input. Webli provides Consulting Services to improve the quantity and quality of Customers feedbacks, as well as an Artificial Intelligence based Platform to allow the execution of.

São Paulo, SP, BR

Sergio teaches Customer Experience courses at Insper post-graduate courses, continued education and in-company courses.

Acting as the co-investigator on the project "The Power of Storytelling Through DataAnalytics to Drive Business Opportunities". The aim is to discuss how to Collect, Store, Analyze (make sense of Data) and Display insights about data related to Customer Experience aspects. The team works with an industry partner to understand what this partner's Customers.

Responsible for the development and implementation of the Training and Certification program for professionals with a passion for Customer Experience. This program is a people and organizational development initiative to transform the entire organization from Operations and Product centric into Customer Centric, by mens of the true understanding of Service.

Broomfield, Colorado, US

Sergio Serves on the Advisory Board of SaaSteps helping the company on Customer Experience related issues, as well as staff training. Sergio also serves as an opportunistic business development function.

São Paulo, São Paulo, BR

A partnership where Sergio carries out an opportunistic business development function, finding business opportunities for Falconi in Brazil and Canada, including with CX Hub's current and potencial Customers, for consulting services in general and CX consulting services in particular.

Toronto, Ontario, CA

Responsible for the leadership of the organization, providing direction regarding the value to be added to our Customers and Partners, enabling the development of the Marketing and Operations strategies, leading a group of 50+ team members to achieve the organization's objectives, within the financial and service level targets. Represents the organization.

Calgary, AB, CA

Responsible for the implementation of world class Supply Chain organization providing innovative and efficient services of Materials Planning, Purchasing, Procurement, Strategic Sourcing, Suppliers Relationship Management and overall Supply Chain performance improvement and monitoring.

Dorval, Québec, OO

Leads the team of Contracts specialists in charge of the drafting and negotiation of the Services Sales Contracts for the Commercial Aircraft division. Responsible for the provision of support to the Services organization regarding the execution of agreements, including the definition of the negotiation and business strategy and to carry out the.

Dorval, Québec, OO

Reporting to the President, starting on 10/Sept/2012, Sergio will be leading a highly skilled team of professionals within the Contracts organization, in charge of Commercial Proposals, Contracts Negotiations, Contracts Management and Aircraft Deliveries.

The consultancy services provided by Sergio were focused on Business Management, Organizational Strategy, Customer Focus Orientation, People Development, Sales Strategy, Career Transition and People Placement, fostering relevant changes and improvements on companies' plans, actions and consequently results.

São José Dos Campos, SP, BR

- Manages a team of 60 highly skilled senior Contract Negotiators, Contract Administrators and Configuration Engineers- Responsible for the definition of the commercial policies, such as Pricing, Concessions, Move-ups, Cancellations, Contractual Negotiations and Changes, etc- Leader of the "Customer Experience Project" since the contract negotiation until.

São José Dos Campos, SP, BR

 Responsible for the management of roughly 200 employees focused on the customer support (Response Center), planning, purchasing, distribution, suppliers’ management and development of new businesses to support the demands for spare parts for all Embraer’s customers and products worldwide, managing the activities of the remote sites in US, France.

São José Dos Campos, SP, BR

 Definition of Procurement and Purchasing strategies and support to the definition of the Products business strategies, such as partnership, contracting, supply, logistics and negotiation models. Leader of a team dedicated to Partners and Suppliers procurement, selection, contracting (US$ 2,0 Bi in 10 years) and contracts management during the.

São José Dos Campos, SP, BR

- Suppliers Management during Product Development Phase- Member of the Core Team in the USA for the product certification

São José Dos Campos, SP, BR

- Strategic and Integrated management of partners and suppliers - Definition of new supply sources and new partnership models - Contributor to the anti-fraud program on the corporate purchasing processes

São José Dos Campos, SP, BR

- Spare parts customer support operation, with an annual purchasing volume of around US$ 35 million - Leadership of the multi-site (Brazil, USA, France) Purchasing organization, implementing uniform purchasing and inventory policies and practices

São José Dos Campos, SP, BR

- Management of the purchasing group (planners, buyers and contract administrators) to guarantee the timely availability of parts on the production line at the lowest cost, with the lowest inventory. Volume of business around US$ 150 million per year, with savings reaching up to US$ 5 million

London, GB

- Activities focused on the execution of the internal customer (Uberlândia Production Plant) business plan, developing and selecting national and international suppliers, contracting and managing the process of fulfillment of the demand for services and equipment, according to the physical-financial schedule. Annual volume of business around US$ 1 million.

São Paulo, São Paulo, BR

- Responsible for the management of international partners - Responsible for a technology exchange program from a German partner (Noe Schaltechnik)- Contributor on the development of strategic international partnerships with Noe Schaltechnik (Germany), Aluma (Canada) e JLG (USA) and Development, selection and management of partners to nationalize the.

Specialized engineering work with Steel Structures- Technical sales of structures- Design of the structures sold- Production supervision- Assembly in the field

Engineering work for:- Airport terminals- Airport runways- Helicopter platforms

Engineering work for Oil & Gas and Chemical Industries:- Stress analysis for industrial piping- Steel structures design for industrial plants

Sales Management

Mini-Mba - Advanced Management Course

Finance For Executives

International Executive Mba, Business Administration

Master Of Business Administration - Mba, Business Administration

Negotiation Strategies For Managers

Bachelor, Civil Engineering

High School, Regular/General High School/Secondary Diploma Program

Innovation Of Products And Services: Mit'S Approach To Design Thinking, Innovation