Wellington Silva Email & Phone Number

São Paulo, Brazil

São Paulo, São Paulo, Br

The iOS and Android apps + Riachuelo's website seamlessly connect online shopping with Midway's financial services, delivering a fully integrated shopping and post-purchase experience! We offer Riachuelo products, Carter's, CASA Riachuelo, FANLAB, and an amazing marketplace – all available with super-fast shipping! 🚀As the Director of Technology for eCommerce, CRM, and Loyalty, I lead teams responsible for architecture, delivery, data, and software quality across this robust ecosystem. Our mission is to drive innovation and efficiency, bridging customer experience with the power of technology.

São Paulo, Br

Professor em disciplinas no formato de bootcamp, incluindo "Customer Interactions Messages", Automation, Omnichannel Sales e Web Analytics no MBA de Digital Marketing.

São Paulo, Br

São Paulo, São Paulo, Br

São Paulo, São Paulo, Br

Responsible for AMARO's digital platform, tech & IT stacks, ensuring availability and full customer experience in shopping and post-sale services, as well as the AMARO team's experience with back-of-house systems, aiming for efficiency and freedom for employees.- Enabled AMARO deliveries within three hours across various Brazilian cities, with in-house software and achieving high customer usage engagement.- Led the technological structuring of the AMARO Marketplace's minimum viable product, followed by its enhancement and stabilization, now featuring over 100 partners.- Deployed a new e-commerce platform, integrating sales across e-commerce channels, physical stores (via POS), and native Android and iOS apps.

São Paulo, São Paulo, Br

Demonstrating technology leadership skills, my role involved steering multidisciplinary squads & UX Design teams and managing tech architecture, ensuring the successful deployment of innovative features and services. Directly managing two GPMs and 10 PMs. Key accomplishments included the implementation of personalization models (2019), member-get-member strategies (2019), automation of returns and domestic pickups (2020), and PLM, or product lifecycle management, for fashion manufacturing (2020). Further enhancements in 2021 included the launch of live shopping, new payment methods (Brazilian PIX), search optimization, and the roll-out of a cashback program. In 2021 we also started to sent AMARO products to Portugal and USA in a cross-border approach. The year 2022 saw us implementing retail omnichannel capabilities, from ship-from-store to in-store pickup, and strategic collaborations with Dafiti & Mercado Livre, leading to the successful launch of the new AMARO Marketplace in 2023.

São Paulo, São Paulo, Br

AMARO is a digitally native vertical brand that sells the latest trends at disruptive prices. The company sells omnichannel on amaro.com, Android & iOS native Apps and in digitally immersive brick-and-mortar Guide Shops.My areas of responsibility:- I'm in charge of the Voice of Customer program. We cross feedback and operational data to support AMARO leaders to delivers our value proposition and a super Net Promoter Score (NPS)- To improve the Customer Journey in each step (online and physical), I'm continuously researching and evaluating new technologies to enhance our CX Stack based on serverless cloud tools, the best SaaS products and "Low Code" internal applications, accelerating digital transformation- In charge of Data Engineer, Data Science and Data Analytics teams, working with personalization algorithms, forecasting, data visualization and natural language processing- Contribute to the improvement of the business processes, culture, org design and strategy, considering the clients' success and data intelligence in all company initiatives.

São Paulo, São Paulo, Br

Managed a team with Customer Experience experts, improving self-service efficiency and supporting digital transformationEnhanced results and insights to telecom, retail, transportation, IT and healthcare industries;Conduct B2C studies, finding opportunities on IVR, SMS, landing pages, chatbots and apps. Worked with UX, designers and agile teams and squads, defining product roadmap and deploying new features;Led focus groups, NPS surveys and mystery shop initiatives to improve first interaction resolution.

São Paulo, São Paulo, Br

Leadership of a 55 professionals team, acting in the Vice Presidency of Customer Operations.Started the coordination of the Voice of Customer (VOC), organizing perceptions obtained by monitoring, focus groups, polls with consumers and social media, which allowed a weekly report to the CEO and VPs on the topics that most affect the consumer experience and improvements, including a case of a 95% reduction in occurrence of failures, improvement of 23pp in the service level of specialized operation and monitoring of services release.Structured a Internal Communication new area in order to revitalize the content pages of the operational Intranet used by the call center, stores and social media team. Implementation of new resources, as the offerings portal, plans portal and the Diagnostic Assistent [troubleshooting in use by all the agents], focusing in the reduction of the percentage of tranfers and new calls by the increase of contact resolutions.In the monitoring area, increased the focus on the company's goals, mainly in the collect of qualitative information on the customer service, including motives for intent of cancellation, solution of the problem during the phone call, evaluation of sales offerings and cross-selling in all of the more than 5000 montlhy monitoring samples.Implementation of new measurement of consumer satisfaction and processes compliance in retail stores (CAPs) and backoffice, with notes of optimization and failures correction with relevant amount of avoided costs in accordance with Nextel's Customer Experience philosophy.

Side project: For five months in 2013 the website lifestart.com.br was one of the brazilian references for video game players. There were 130,000 unique visitors and over 220,000 pages served;I worked to make the WordPress platform fast and available, on interface, branding and practices of SEO (search engine optimization), including our presence in Google News service and social networks (with 400 followers on Twitter, 500 likes on Facebook page and 550 followers on Alvanista, the brazilian social network for videogames fans);And I wrote 60 articles for the site, especially with games reviews, releases and live coverage of events with online liveblogging transmission, including the arrival of the PlayStation 4 console in Brazil.

São Paulo, Sp, Br

With 9 team members, simplified the workflows and practices, guiding +87 thousand employees.Created an exclusive process maturity model, mapping 62 vital deliverables for B2B clients service, including auditing and corrective action management with departments.Focused on turning company policies understandable and accessible for new supervisors and operations attendants.

Br

Increasingly senior positions, from Call Center Agent (2002) to Quality Manager (2006).Customer satisfaction (B2C & B2B), design and dissemination of process and corporate policies and maintenance of quality management system based in ISO 9001 and CMMI (Level 3 obtained in 2010);Lead surveys with employees and costumers, offering a better view of the perceptions of public, promoting process improvements and better organizational climate. As result, the average satisfaction was increased by 11 percentage points for the contractors (B2B) and by 29 percentage points for the employees in 24 months;Responsible to social responsibility management system based in SA 8000 standard and the certification of the environmental management system, based in ISO 14001 standard. In 2010 led DEDIC GPTI to become a participant of the UN Global Compact.Manage ISO 9001:2000 certified quality system, including internal & external audits, management review, quality metrics and satisfaction surveys.

Professional Msc Degree In Entrepreneurship

Digital Product Leadership, Administração, Negócios E Marketing

Master Of Business Administration (Mba), Business Management

Negotiation And Supply Chain, Logistics, Materials, And Supply Chain Management

Extension, Quality Management For Service Companies

Bachelor’S Degree, Sistemas De Informação

Technology, Information Technology