Rodrigo Simon Zen

Manage a team of 10 employees, develop people for high performance, manage business risks, define strategies to exceed product shelf goals: Investment funds, insurance, loans, capitalization, credit card, attracting new customers and NPS.

Manage at agency´s financial budget, propose process improvements, analytical thinking and strictly follow central bank and procon regulations.

Supervision of accredited companies from Rio de Janeiro and Espírito Santo (Brazil) that provide service to customers, new subscriptions and dealing with clients of Churn, managing the high quality KPIs of the field, leadership of 9 direct employees and 450 indirect employees. Handling and defining actions alongside the company owners, targeting gain opportunities, planning the development of the customer service team, supervising, and making sure the outsourcing providers are working according the company’s policies.

Management of 28 employees from technical-operational area, training new employees to work on customer service on the Brazilian city Vitória, managing the following quality indicators: churn, recurrence, anatel, backlog and service time. Engagement with company’s other departments to ensure customers satisfaction.