ERIC COSTA

• In charge of Vendor's team Customer Service performance for Retail.
• In charge of the entire desing of the operation in Brazil, including strategy, set up and roll out plan, partnering with internal teams and BPO.
• Creation of SOPs for vendors to use, including process desing, knowledge base and process roll out to agents.
• Directing customer support initiatives to drive performance and consistenly achieve KPIs.
• Partner with teams all over the globe to develop scalable CX solutions.

• In charge of a in-house team of ~60 agents and 5 Team Leads over the Americas, supporting global customers.
• Managing teams in multiple locations (Austin, US and São Paulo, BR).
• Directing customer support initiatives to drive performance and consistenly achieve KPIs. 3p.p. of growth on satisfactions over 3 months.
• Advisor to multiple vendors at a time in regards of LOB performance, with close relationship to high level leadership in the BPOs including site visits across the region.
• Driving scalable actions and processes to enhance performance of outsourcing teams in the region.
• Acting as a mentor for team development and growth.

CX Director (Interim)

• In charge of the entire B2C Customer Experience team for the Brazilian market, leading ~80% of the global volumes.
• Responsible for the CX and support performance of main OKRs and KPIs such as CSAT, AHT, FTR, Productivity, SLAs and Recontact.
• Lead strategic CX initiatives with close partnership with the CX VP and other Directors such as channel strategies, process improvement, voice of customer and agent performance.
• Managing multiple vendors at a time in regards of all CX programs and KPIs (~200 agents), with close relationship to high level leadership in the BPOs.
• Project Owner in the acquisition of new vendor operation in Brazil, from the vendor selection to the implementation conclusion and ops management.
• Project Advisor in the acquisition of new vendor operation in the US.
• Team development and restructuring of functions.
• Involved on AI and automation initiatives and projects to improve customer experience.

• Guardian of Customer Experience, managing all aspects of B2C customer support including processes, operations, BPOs, product improvement, satisfaction, budget efficiency and XFN initiatives to improve CX
• Operations Leader - Responsible for 3 levels of Customer Support (L1, L2 and L3)
• Managing BPO CX/ support operations at country level (around 700 employees)
• Leading L3 internal CX Team as a direct report (around 50 employees)
• Responsible for creating and implementing strategy to deliver KPI's achievement (SLA, CSAT, AHT, TRT, FCR, Contact Ratio, QA and others)
• Managing multiple vendor contracts.
• Partnering with CX internal leaders to develop and optimize workflows between L1, L2 and L3 operations
• Working along the high management in the hubs (vendors) to deliver customer service
• XFN initiatives feeding all departments with Customer Support and Customer Experience data/ insights
• Project Owner in the acquisition and implementation of new partnerships for BPO operations
• People Management and Development, teaching, supporting and motivating the team to accomplish internal goals and deliver Customer Satisfaction
• Leading AI projects to improve CX

• Reporting to the Regional Manager in Barcelona.
• Leading CX/ support operations for customers, couriers and partners (country level - Portugal)
• Strategic position for KPI's achievement (SLA, CSAT, AHT, TRT, FCR, Contact Ratio, QA)
• Managing multiple vendor contracts.
• Partnering with local offices in Lisbon/ Porto to improve process and satisfaction of internal and external customers.
• Implementing new/ different channels at country level focusing on customer satisfaction.
• Working at a global environment to exchange best practices between countries
• Acting as a stakeholder for BPO Operation teams.
• XFN initiatives feeding all departments with Customer Support and Customer Experience data/ insights
• Key role in the acquisition and implementation of new partnerships for BPO operations
• Implemented a new Vendor operation in a 100% remote envoironment.

• Reporting directly to the Innovation & Marketing Director
• Leading CX departament
• Reporting results in a weekly basis on the directors forum
• Creating, planning and implementing CX strategies for all channels and products
• Managing all phases of customer journey
• Leading all training programs to internal and vendor teams and managing trainers with different skills and products
• Creating and implementing Social Media strategies and Communication standards
• Acting as a stakeholder for BPO Operation teams
• XFN initiatives feeding all departments with Customer Support and Customer Experience data/ insights
• Key role in the acquisition and implementation of new partnerships for BPO operations (PO of Omni Channel Projet)

• Team of over 800 professionals (45 Supervisors and 9 Coordinators)
• Responsible for leading all activities related to a Support Operations of a Global company (worldwide leader of urban transportation) in São Paulo, encompassing resolution of complaints, doubts, general requests from Riders, Driver's, Documentation and Reputational Risks
• Near 5.000 contacts per day (email only)
• In-charge of creating and implementing strategies aiming to meet contract SLAs and Ops metrics by managing, directing and developing the team
• Partnering with different teams including Training, QA, WFM and HR
• Ensuring local operation adequacy to established global standards in terms of costs, team dimensioning, customer satisfaction level
• Interface with Leadership team for processes synchronization, new initiatives, policies, guidelines, resolution of critical situations, productivity enhancement
• Increased overall Customer Satisfaction metrics from 2.85/5.0 to 4.2/5.0
• Implemented new processes and motivational tools that generated increase in productivity, from 22.000 to 30.000 resolutions per week (keeping the same structure)
• Delivered significant contribution in local Teleperformance ratios and metrics (processes standardization from 32% to 91%), enabling better competitiveness next to market and prospects

• Reporting the Technical Manager for Latin America
• Member of the team (comprised of 15 Associates) dedicated to technical support and troubleshooting in respect to Google Display Advertising tool (Doubleclick for Publishers)
• Supporting Tier 1 and Tier 2 clients in Latin America scope, near 6.000 clients with high brand awareness/top of mind
• Key troubleshooting activities included: changes in programming codes, policies, general usage, explanation of new features, updates/versions, as well as technical recommendations for marketing strategy and launch of campaigns
• Liaising with Google's Product team in Headquarters (USA) for an in-depth understanding of technical aspects towards providing high quality support for clients
• Liaising with largest Google Partners across Latin America for technical and conceptual assistance for their campaigns in order tom improve ROI (Return of Investiment)
• Consecutively achieved customer satisfaction metrics on a weekly basis, reaching 100% rates 1/7 or 2/7
• Assigned to review all communication and translations written from peers in English/Spanish/Portuguese before sending to clients, in order to ensure proper communication under linguistic point of view and ensure customer satisfaction

• Reporting the Operations Manager Latin America for Google operation
• Allocated in Buenos Aires office
• Participated in the implementation of the project in Buenos Aires, a global Google initiative with the objective to increase a dedicated team to support all Spanish speaking clients across Latin America
• Responsible for delivering full and partial GoogleAdWords Trainings focused on Internal Troubleshooting and SMB customers success
• Product ranged comprised Google Analytics, Google AdSense, Google My Business and Google Grants
• In-charge of managing AdWords full training for new hires of SMB Support Vendor team
• Troubleshooting, customer satisfaction and internal tools oriented
• Interface with Team Leaders and Ops Manager aiming to identify, develop and apply product update and skill trainings to entire Support Team
• Delivered bilingual training to Online Specialists, of which 80 in Brazil and 50 in Argentina
• Overachieved approval rates, reaching 90% of approval within new professionals (target = 85%)
• Collaborated to the increase in overall customer satisfaction (trilingual resolution by email/chat/phone), increasing from 60% to 89% (combined ratio considering Brazil and Latin America operations)