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Marcos Rodrigues

Marcos Rodrigues

Financial & Product Manager - Credit Card

Followers of Marcos Rodrigues2000 followers
location of Marcos RodriguesSão Paulo, São Paulo, Brazil

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  • Timeline

  • About me

    Customer Experience | Operational & Process Efficiency | Business Growth & Turn-around | Team leader

  • Education

    • Fundação Getulio Vargas

      2007 - 2010
      Master of Business Administration (MBA) Specialization in Marketing & Administration

    • Universidade São Judas Tadeu

      1994 - 1998
      Business Administration Degree Accountant and Business Administration

  • Experience

    • Credicard

      Jan 1990 - Jan 1997
      Financial & Product Manager - Credit Card

    • BankBoston

      Jan 1997 - Jan 2000
      Credit Card Product Manager

      Development of Credit Card products and management of sales channels

    • Citi

      Jan 2000 - Jan 2004
      Product & Sales Senior Manager

      Development of Credit Card Products and implementation of sales channels. Strong relationship with Visa and Mastercard partners. Implementation and coordination of Sales and Activation Campaigns focused on revenue increase and average ticket

    • NET Oficial

      Jan 2004 - Jan 2006
      Strategic Planning Senior Manager

      Strategic planning of commercial & sales to Pay-TV and Broadband products. Reponsable for sales channels strategy, pricing and marketing campaigns to all brazilian regions.

    • Valor Econômico S/A

      Apr 2006 - Sept 2009
      Customer Relationship & Distribution Director

      Responsible for relationship with newspaper subscribers , sales , customer satisfaction and renewal rates. Management of direct sales channels , internet and contact center ; Management and Implementation of Corporate Channels; Expansion of daily newspaper distribution in all major Brazilian cities;

    • Atento

      Mar 2010 - Oct 2015
      Customer Relationship & Operations Director

      Reporting to the Vice President of Operations and Customer relationships , working in strategic, operational and commercial area ; Management of Customer Service, Sales Operations , Collection and Backoffice. Responsible for planning and operational execution , involving around 5,000 employees; Responsible for operations with contribution margin around 52% per year and NPS goals above 40

    • Sage

      Feb 2016 - Nov 2019
      Customer Relationship Senior Manager

      Reporting to the Vice President of Services, responsible for Customer Support and Professional Services teams of ERP projects; Management of Customer Service to all Sage customers and Professional Services to Enterprise Management key accounts. Leader of multidisciplinary team with around 250 HCs; Responsible for develop and implementation of digital channels as chatbot, Artificial Intelligence and self service solutions; Strong partnership with Customer Experience team, involved on all projects and decisions related to Customer Experience, Customer for Life, Customer Journey, NPS and renewal KPIs; Show less

    • Teleperformance

      Nov 2019 - now
      Operational Director

      Operational & Customer Relationship Director

  • Licenses & Certifications

    • Six Sigma Certification (Green Belt)

      Citi

    • MBA in Administration

      Fundação Getulio Vargas

    • Customer Success Certification

      Sage

  • Volunteer Experience

    • Volunteer Staff

      Issued by Sage Foundation on Mar 2016
      Sage FoundationAssociated with Marcos Rodrigues