Wanderley Pasqual Junior Email & Phone Number

Houston, Tx, Us

Palo Alto, Ca, Us

Palo Alto, Ca, Us

Led a high-skilled team of Data Scientists and Data Engineers in developing business intelligence tools to enhance customer experience (CX) from sales to support. Under my management, the team identified ways to predict what would impact customer experience, and created innovative tools that improved processes and reporting, reducing manual work by over 7,500 hours. Additionally, we developed an AI Copilot tool that analyzes 100% of customer feedback (150,000+ comments/month), providing actionable insights for business improvement in seconds.

Palo Alto, Ca, Us

Lead the Global Operations team overseeing Web Support Assets, Online Communities, and Internal Tools. Directed initiatives to enhance customer experience on self-service support channels and managed vendor operations across North America, Latin America, Europe, and Asia. Achieved a 20% improvement in solution rates for self-service channels and boosted information findability on HP websites by over 15%.

Palo Alto, Ca, Us

Led global user experience strategy as the Manager responsible for Social Media channels and Support Communities. Led the implementation of the Center of Excellence (COE) for Communities, resulting in a 30% cost reduction by streamlining processes and enhancing internal communication flow. This initiative significantly boosted team efficiency worldwide. Additionally, the COE increased team engagement and optimized processes, leading to improved customer experience through real-time support and self-help solutions.

Palo Alto, Ca, Us

Responsible for managing the HP Support Forums for Portuguese and Spanish operations, leading efforts and projects resulting on improving customer experience NPS in 15pp in 12 months. Collaborated with internal teams to enhance the interface, processes and user engagement of Social Media channels globally, making them more user friendly. Supported and managed implementation of engagement programs among Support Forum, Facebook and Twitter in Latin America improving content and information accessibility for customers. Organized and managed events user engagement events in San Francisco, Barcelona and São Paulo, as well as virtual events to for customers in Latin America and Europe. Developed partnerships to increase awareness of our online support channels among internal and external customers, resulting in a 10% growth from 2015 to 2016, engagement rate from 70% to 90% and success rate from 14% to 18%. Restructured the budget management processes achieving over 8% savings for the organization.

Palo Alto, Ca, Us

Managed the Contact Center of 400+ people in Brazil and the service provided by our contact center partner in Brazil. Demonstrated a proven track record of enhancing customer experience in phone and chat support, consistently exceeding NPS goals for over 12 months. Played a key role in implementing new tools and introducing new products' training and support guidance in collaboration with Training and Engineering teams.

Redmond, Washington, Us

Redmond, Washington, Us

Miami, Fl, Us

Miami, Fl, Us

Responsible for ensuring quality of service, implementation of new processes and managing performance reports.

Miami, Fl, Us

Responsible for CRM tools implementation at Sitel Contact Centers, plus providing traning to the agents to let them prepared to use the CRM softwares.

Miami, Fl, Us

Miami, Fl, Us

Education record

Master'S Degree, Marketing & Services Management

Bachelor’S Degree, Business Administration

High School, Eletronic & Eletric Engineer