Thiago Lopes

Thiago Lopes Email and Phone Number

Financial Services Scrum Master and Data Analytics Enthusiast @ BIP
State of São Paulo, Brazil
Thiago Lopes's Location
São Paulo, São Paulo, Brazil, Brazil
Thiago Lopes's Contact Details

Thiago Lopes personal email

About Thiago Lopes

Consultative, collaborative and customer oriented, evangelist of agile best practices, manager level expertise with 15+ years of experience in CX Management and Tech End User Services (based on ITIL). Advanced level in project management using best practices based on PMI and Scrum. Leadership experience in quality management roles, implementing innovation programs within client and internal environments across Latin America. Demonstrated and Proven Capabilities:- Lunched Business and Service Excellence Office in Brazil;- Lunched CX and Service Desk Next Generation initiative in Latin America focused on RPA;- Saved $100K in annualized savings opportunities for local and global client; - Launched over 5 accounts with internal continuous improvement and innovation program resulting in 10% an overall higher customer satisfaction (CSAT and NPS), within outsourcing practice.

Thiago Lopes's Current Company Details
BIP

Bip

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Financial Services Scrum Master and Data Analytics Enthusiast
State of São Paulo, Brazil
Employees:
6581
Thiago Lopes Work Experience Details
  • Bip
    Financial Services Scrum Master And Data Analytics Enthusiast
    Bip
    State Of São Paulo, Brazil
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  • Bip
    Financial Services Scrum Master & Data Analytics Enthusiast
    Bip Sep 2023 - Present
    São Paulo, Brazil
    Scrum Master responsible for facilitating and coordinating agile teams in 4 compliance projects over BACEN Resolution 4966. Project Management using Scrum and Kanban methodologies to ensure timely and high-quality deliveries. Collaboration with stakeholders and development teams to ensure compliance with BACEN Resolution 4966, covering data standardization, continuous risk monitoring, and best governance practices. Development of a Power BI dashboard to monitor and control the progress of Resolution 4966 implementation across 35 banks, providing a consolidated view and facilitating strategic decision-making. Promotion of agile practices and continuous improvement within teams to optimize productivity and regulatory compliance.
    View
  • Swiss Re Corporate Solutions
    Centre Of Excellence Specialist
    Swiss Re Corporate Solutions Apr 2023 - Sep 2023
    São Paulo, Brazil
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  • Marsh
    Quality Assurance Manager And Microsoft Power Platform Evangelist
    Marsh Dec 2021 - Feb 2023
    São Paulo, Brazil
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  • Marsh
    Operational Excellence Consultant
    Marsh May 2021 - Dec 2021
    São Paulo, Sp, Brazil
    Supporting business team in the development and execution of Adoption programs to drive automation services and deliver measurable business value. Determining adoption metrics that can be used to measure success of the automation project and make adjustments to plans as needed. Creating feedback mechanisms that will help sustain long term automation adoption.
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  • Pier Cloud
    Cloud Financial Management Consultant
    Pier Cloud Sep 2020 - May 2021
    São Paulo, Sp, Brazil
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  • Mandic Cloud Solutions
    Business Operations Specialist
    Mandic Cloud Solutions Jun 2019 - Apr 2020
    São Paulo, São Paulo, Brazil
    Leader responsible for ensuring operational and business excellence throughout transition to stability of on-going services, building and deploying an operational maturity framework aligned with AWS requirements and agile best practices. Analyzing end to end processes using best practices and methodologies, driving continuous service improvements, always interacting and collaborating with stakeholders.
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  • Accenture
    Business Excellence Consultant
    Accenture Aug 2017 - Apr 2019
    São Paulo Area, Brazil
    Consultant responsible for ensuring operational excellence throughout the initial, transition (AS IS / TO BE) and stability of on-going services on BPO Accenture Operational Center based on Sao Paulo, deploying an operational maturity framework, defining KPIs and OKRs, controls and processes. Identifying and address potential risks/failure modes by resolving it with leading practices, tools & processes using Six Sigma and Lean. Driving roadmap for continuous operational improvements, cost reduction and RPA.
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  • Unisys
    Cx And End User Innovation & Transformation Manager
    Unisys Dec 2016 - May 2017
    São Paulo Area, Brazil
    CX and End User Innovation & Transformation Manager assigned to launch CX Next Generation in Latin America, driving innovation and RPA focused on process improvement and cost reduction. Supporting sales over RFI and RFP process as presentations and marketing strategy content, providing insights and assessing the customer needs to deliver the best solution. Relationship directly with the customer receiving all escalations and needs to be applied over innovation initiatives.
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  • Unisys
    Cx And End User Services Manager
    Unisys Jul 2015 - Feb 2017
    São Paulo Area, Brazil
    Assigned to regional and local accounts (Cencosud, Hershey’s and CTEEP), responsible for managing all services provided, coordinating the CX teams, Service Desk, Field Services and BackOffice, ensuring of support, reliability and high customer satisfaction
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  • Unisys
    Brazil Business & Service Excellence Office Leader
    Unisys Oct 2011 - Jun 2015
    Brazil
    Responsible for driving quality, productivity and customer satisfaction over all Latin America clients. Ensuring results and consistency on service execution, delivering effective training module/content to operational teams and auditing all processes ensure the results. Member of Transition Accounts Team, responsible for Service Desk and knowledge & training process/procedures content transitions for operational team.
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  • Unisys
    Service Desk Coordinator
    Unisys Jan 2009 - Sep 2011
    Service Desk Coordinator for accounts as GOL Airlines, VISA and Unilever, being responsible to achieve all service level agreements based on contract of each account. Leader of all service desk team with focus on improvements and processes optimization getting reducing costs.
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  • Ascenty
    Service Desk Coordinator
    Ascenty Apr 2007 - Apr 2008
    São Paulo Area, Brazil
    CX and Service Desk Coordinator for all clients, responsible for delivering standard processes with focus on customer satisfaction. Managed team of 10 in documenting IT processes and controls for customers
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  • Teletech
    Help Desk Supervisor / Training Analyst
    Teletech Oct 2002 - Feb 2007
    São Paulo Area, Brazil
    Responsible to manage all Terra Empresas service desk team with focus on people management. Responsible to empower workforce to deliver service with ongoing training, knowledge documentation and organization optimization.
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Thiago Lopes Skills

Service Desk Itil Team Leadership It Service Management Team Management Business Intelligence Leadership Service Delivery Process Improvement Technical Support Crm Management Project Management Marketing Strategy Six Sigma User Experience Software Documentation Service Level Agreements Data Analytics Quality Management Call Centers Business Process Improvement Microsoft Office Business Strategy Strategy It Strategy Strategic Planning Kaizen Dmaic Quality Assurance Lean Six Sigma Corporate Governance Key Performance Indicators Continuous Improvement 5s Microsoft Excel Microsoft Powerpoint Microsoft Word Microsoft Outlook Microsoft Project Sharepoint Learning Management Systems Negotiation Training Sipoc Kpi Implementation Process Optimization Wordpress

Thiago Lopes Education Details

Frequently Asked Questions about Thiago Lopes

What company does Thiago Lopes work for?

Thiago Lopes works for Bip

What is Thiago Lopes's role at the current company?

Thiago Lopes's current role is Financial Services Scrum Master and Data Analytics Enthusiast.

What is Thiago Lopes's email address?

Thiago Lopes's email address is tc****@****ive.com

What schools did Thiago Lopes attend?

Thiago Lopes attended Pontifícia Universidade Católica Do Rio Grande Do Sul, Universidade De São Paulo, University Of California, Irvine, Centro Universitário Nove De Julho, Centro Universitário Senac, Centro Universitário Senac, Digitalks, Centro Universitário Senac, Universidade De São Paulo.

What are some of Thiago Lopes's interests?

Thiago Lopes has interest in Quality Management, Blogging, Politics, Civil Rights And Social Action, Education, Process Improvement, New Technologies, Video Games, Movies, Human Rights.

What skills is Thiago Lopes known for?

Thiago Lopes has skills like Service Desk, Itil, Team Leadership, It Service Management, Team Management, Business Intelligence, Leadership, Service Delivery, Process Improvement, Technical Support, Crm, Management.

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