Leandro Santos

Experience

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  Stefanini

  Jan 2005 - Jan 2008

  LATAM Service Desk and Incident Supervisor

  Responsible for supporting and leading the Service Desk team and Workplace support, including Microsoft Windows, Microsoft Office Suite, Messaging and Collaboration Tools.

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  Telefónica Vivo Brasil

  Apr 2008 - Sept 2016

  Senior Information Technology Consultant

  Leadership of the team responsible for identifying, opening, analyzing, and escalating IT infrastructure incidents.Responsible for the analysis and identification of the root cause of IT infrastructure incidents and problem registration.Prioritization of problems with major impact on the business with a focus on ensuring application availability and implementation of identified improvement opportunities.Developed relevant and meaningful KPIs and metrics.

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  Johnson & Johnson

  Sept 2016 - Mar 2019

  IT Lead Service Specialist – Continuous Process Improvement & Service Performance Metrics

  Continuous improvement consultant supporting TS LatAm teams, focusing on customer satisfaction, cost reduction, cycle time reduction, and quality improvement. Define, collect, analyze and measure overall processes, extract and analyze process data and help to develop strategies to drive process improvements.TS LatAm Project Portfolio Governance and Integration.

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  Optum

  Mar 2019 - Sept 2019

  Proccess and Metrics Coordinator

  Leadership and implementation of operational improvement actions in the IT area with a focus on financial efficiency and resource utilization in the execution of business demands and budget management.

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  Loggi

  Oct 2019 - Dec 2023

  Customer Experience Manager, reporting to Customer Success Director

  Responsibilities:Management of the Voice of the Customer, Customer Service, Quality, and Training areas, including the development of the operational strategic planning for the area. Management of a team of 23 people.Management of the Voice of the Customer area responsible for the capture and publication of data that represent customer perceptions and expectations about the services provided and the delivery of actionable insights to the company and Business Units: Large E-Commerces, Medium/Small Accounts, and Operations.Key Achievements:Led the implementation of the Voice of the Customer and NPS area, with the capture of feedback and analysis of internal data, 36 Voice of the Customer Committees for the Loggi's top management, 72 Voice of the Customer forums with the leaders of the Loggi's Business Units, reversing and improving the customer's quality perception.Implementation of the Quality and Training area to monitor the customer service channels, train the agents, and standardize the procedures for resolving customer requests.Quality monitoring processes, monitoring contestation and calibration, knowledge management and training.Leadership, definition, and implementation of the customer service performance governance model, with data remodeling, standardizing the customer service tool, implementing the root cause tree and resolution, demand projection, and capacity calculation. This generated the customer journey map, metrics, performance forum, and service planning,Focal point for the realization and control of the directorate's budget, promoting a budget approach based on business cases, structuring the directorate's cost centers, reviewing and updating business goals and objectives for each stakeholder group, financial metrics and cost center by business unit, IT budget management process, budget presentation forum, analysis of expense types, and tracking of action plans. Show less