Roberto Tadeu Rodrigues

Experience

• 

  Telefonica | Vivo

  Feb 2005 - May 2013

  Implement the new customer service model in the mobile segment, Fiber Optics and B2C. This functional model uses a pyramid of customer value, guaranteeing differentiated service to customers with higher value (ARPU). We implemented a process for the reduction of calls in our customer service channels, reduction of recurring calls and reduction of transfers through the quality ranking model of the partners.Main Results:- Reduction of customer transfer rates between Vivo operations from 32.9% to 9.8%. Net monthly gain is over R $ 400,000;- Reduction in the recurrence rate of calls from 18.6% to 10.3%. Net monthly earnings in excess of R $ 200,000- We achieved the historical satisfaction index of B2B clients with acceptance of more than 7.7% Show less We elaborate new indicators to improve the control of contracted companies, create processes and improve old processes with a global vision, understanding and when necessary, redesigning the participation of each area involved. These actions leverage our operational quality, generating historical results for Telefonica. Main Results:- Implementation of the island of differentiated resolution to B2B clients;- Implementation of the island of Premium customer service to B2B and B2C;- Redesign of customer service processes and procedures;- Lower historical index of Procon processes for Telefonica Show less

  • Customer Service Manager

    Jan 2012 - May 2013

  • Consultant Specialist in Customer Service

    Jan 2011 - Jan 2012

  • Customer Service Coordinator

    Nov 2009 - Jan 2011

  • PMO in IT Systems Deployment

    Feb 2005 - Nov 2009
• 

  Telefonica

  May 2013 - Jun 2018

  Responsible for the strategic planning and Go-To-Market execution of 4G (Voice Over LTE - VoLTE) and Voice over WiFi services across six operations in Latin America. Managed the project end-to-end, starting with budget planning for networks, IT, and terminals. Oversaw the entire implementation strategy, including branding, strategic communication, and product launches for both B2B and B2C segments. Working directly with the global CTO team in Madrid ES, I was responsible for the elaboration of the whole solution that will diagnose mobile devices (Smartphone and Tablets), ensuring their connectivity to the network and autocorrection of the contracted product configurations. This solution was integrated into the HADA project currently launched in 3 countries. 4G product development in 17 countries in Latin America. We built the project in a collaborative work with several areas and segments in the company defining processes, budgets to purchase devices, network core, development factory and manage all interaction with suppliers and third parties. Implementation of projects and business solutions in the region of Latin America and Europe for the Telefonica Group, managing a team in different countries for projects related to new products and solutions in the creation of customer relationships, as well as organizing the agenda between Telefonica, suppliers and consultants to generate new opportunities and demands.

  • Head of Products and Services - 4G

    Mar 2016 - Jun 2018

  • Head of Customer Care Transformation

    Aug 2015 - Mar 2016

  • Head of 4G Go To Market

    Apr 2014 - Aug 2015

  • Head of Products and Services

    May 2013 - Apr 2014
• 

  VIVO - Telefonica Brasil

  Jun 2018 - Nov 2019

  IT Manager - BSS and BI

  Focused on ensuring the systemic availability of all mobile and fixed operation systems within Sales, Service, and BI domains. The team consists of 23 analysts, 3 coordinators, and 1 specialist.Key ResponsibilitiesStrategic Planning: Develop and implement strategies for the area, balancing traditional legacy systems with a focus on digital operations, including self-service systems (e-care, e-commerce, portals), integration with external partners, and API control.Performance Analysis: Analyze operational data to define and execute action plans that enhance operational efficiency, reduce system downtime, increase business value, and optimize team performance.DevOps Transition: Identify opportunities to transition operations to a DevOps model by implementing continuous deployment projects, automating activities, participating in project design, and executing technological renewal, system simplification, and financial efficiency projects.KPI Management: Define and monitor key performance indicators (KPIs) to ensure the health of the area. Establish objective KPIs for prompt action in case of deviations and for driving continuous improvement. Show less

• 

  Telefónica

  Nov 2019 - now

  As part of our Social Entertainment strategy, I am responsible for managing Telefónica Group’s strategic relationships across three key verticals: Social Media, Gaming, and Music.Social Media: We collaborate with leading companies such as Meta, TikTok, X, LinkedIn, among others, through mutual benefit agreements covering distribution, advertising strategy improvements, and performance optimisation across networks and services.Gaming: We continue to strengthen the strategy I have been leading since 2019, with key agreements involving Epic Games, PlayStation, Xbox, Ubisoft, Activision-Blizzard, and others. Our focus is on bringing the best of both worlds together—top-tier connectivity and outstanding gaming services, while also expanding the distribution of these key players within our footprint.Music: We face the exciting challenge of transforming one of the most established and traditional digital services into a new customer-centric ecosystem. This includes not just music streaming, but also venues, sponsorships, and incredible experiences for our customers. Show less • Led strategic partnerships between Telefónica and major gaming industry players including Epic Games, Xbox, PlayStation, Riot Games, Garena, Nvidia, Gameloft, Blacknut, Twitch, and Facebook Gaming.• Directed a multinational team to develop a comprehensive gaming strategy across Spain, Brazil, Germany, the UK, and select Latin American countries.• Established a groundbreaking collaboration with Microsoft (Xbox) to create an exclusive bundle for Telefónica customers, integrating premium connectivity with GamePass Ultimate.• Implemented Direct Carrier Billing for digital store purchases with Epic Games, Garena, PlayStation, and Xbox across multiple countries, leading to enhanced customer engagement.• Launched "Movistar Academy" in Spain and orchestrated a virtual concert within Fortnite's O2 Arena in the UK, achieving significant media coverage and audience engagement.• Developed a dedicated gaming customer service model on Discord, driving new business opportunities and ensuring high service quality.• Led negotiations with PlayStation/Xbox/Nintendo/Asus for hardware distribution in Spain, Brazil, and Germany, achieving top 3 seller status in all three countries• Initiated "Telefonica Town" within Roblox in Q2 2024, attracting over 300k weekly users, and enhancing Telefonica´s brand engagement with younger audiences. Show less

  • Sr. Manager of Social Entertainment | Social Media - Gaming - Music

    Sept 2024 - now

  • Global Partnerships Manager - Gaming and Digital Services

    Nov 2019 - Sept 2024