Erick Leal

Experience

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  EKIPE-C BRASIL

  Jul 2003 - Nov 2003

  Assistente de produção

  Assistente de produção para montagem de peças na empresa do grupo (Gama Cobra)

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  Fast Shop S/A

  Nov 2003 - Jan 2006

  Vendedor no setor de informática

  • Vendedor de varejo

    Jul 2004 - Jan 2006

  • Estoquista

    Nov 2003 - Jul 2004
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  AGÊNCIA CINCO

  Apr 2006 - Apr 2007

  Account Executive

  - Prospecção de novos negócios sendo responsável por uma carteira de clientes que representava 25% do faturamento da empresa (Nestlé, Incepa, Celite e Tilibra).- Estratégias de Go to Market,- Vendas B2B.- Controle de Forecast operacional.- Apresentações mensais de resultados obtidos em campo.- Parcerias para o desenvolvimento de trade marketing compartilhado, juntando as 2 maiores empresas de brinquedo do País para uma ação compartilhada de 2 anos que resultou em um faturamento total de 2M.- Acompanhamento de produtividade de cada colaborador juntos aos supervisores operacionais.- Criação de plano de logística e roteiros. Show less

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  OpenClick

  Jan 2008 - Sept 2011

  Head Of Technology and Sales

  - Experiência com gestão de pessoas de produto- Gestão de produtos online, ciclos de vida do produto e linhas de produto- Product Discovery- Liderança de projetos de desenvolvimento e implementação de sistemas personalizados- Gerenciamento de projetos de software utilizando técnicas PMBOK- Experiência com metodologias ágeis Scrum e Kanban- Experiência com ferramentas como Jira, Jira Service Desk, Confluence, GSuite- Desenvolvimento de sistemas de relatórios para trade marketing- Criação de projetos especiais- Gestão de projetos de Infraestrutura de rede de dados e telefonia- Experiência com gestão de pessoas de produto - Frameworks estratégicos de produtos Show less

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  Eyemotion

  Jun 2008 - Jan 2011

  Software Development Engineer

  DescriçãoNessa empresa eu atuei no desenvolvimento de aplicações em Realidade Aumentada e tive oportunidade de participar de projetos que representaram grandes mudanças na tecnologia de identificação facial. Fomos a primeira empresa a trazer a RA para o Brasil, criamos projetos que demostravam interação com o mundo real e virtual utilizando animações 3D, deixo nesta descrição uma demonstração de alguns projetos que desenvolvi para INTEL, PETROBRAS, SENAI...

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  HostGator América Latina

  Oct 2011 - Feb 2020

  Assumi esta posição com objetivo de formar um time de atendimento ao cliente hispânico para expandir a operação da empresa para toda America Latina, nesta oportunidade tivemos que implementar todas as ferramentas e processos necessários para atender as necessidades dessa expansão e conseguir obter êxito em nossas projeções. Criamos e entregamos um grande projeto de migração de plataforma que nos possibilitou obter grandes resultados, e tudo isso junto com diversas outras tarefas que executamos para manter tudo funcionando dentro dos padrões de excelência de buscávamos.Fiz monitoramento contínuo de atendimento chat e ticket em tempo real e analisava relatórios diários para implementar melhorias e buscar soluções raiz de problemas que poderiam retardar nosso crescimento.Foi uma experiência incrível, pois tive oportundade de aprimorar o idioma espanhol e conhecer novas culturas. Show less

  • Support Manager

    Jan 2019 - Feb 2020

  • Senior Operations Support Coordinator

    Feb 2018 - Dec 2019

  • Senior Support Supervisor

    Oct 2017 - Feb 2018

  • Junior Support Supervisor

    Jan 2017 - Oct 2017

  • Linux System Administrator II

    Feb 2016 - Jan 2017

  • Linux System Administrator I

    May 2012 - Feb 2016

  • Technical support

    Oct 2011 - May 2012
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  Endurance International Group

  Jan 2019 - Feb 2020

  Operations Manager
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  AgileProcess

  May 2020 - Sept 2021

  Professional Services Manager

  As a Professional Services Manager, I played a key role in structuring and optimizing key areas, ensuring operational excellence and customer satisfaction. My leadership was directed towards promoting people management and the monitoring of strategic indicators, resulting in a significant impact on the company's overall results.I was responsible for establishing and strengthening the Support, Implementation, Customer Success, and Customer Experience areas, designing strategies that maximized the quality of the service provided. Through the implementation of the Help Center, we have simplified problem resolution and streamlined the customer experience.One of my main achievements was the creation and implementation of a comprehensive dashboard, monitoring key KPIs such as NPS, C_sat, First Reply, and Resolution. These metrics have become crucial guidelines for measuring customer success and evaluating operational efficiency.In addition, I carried out a complete mapping of the Customer Journey, resulting in process optimization and a more cohesive experience. Segmented classification and management of customers (Small, Medium, Large, and Enterprise) allowed for a personalized approach, resulting in higher levels of satisfaction.With regard to quality, I led the definition and implementation of a rigorous process, covering technical feasibility, deployment, and change management (GMUD). This ensured the delivery of high-quality solutions, minimizing disruptions and ensuring reliability.Driving cross-functional collaboration and maintaining the agility needed to meet customer demands. Through the definition of OKRs, we managed to align organizational goals with individual objectives.My performance was fundamental to transforming challenges into opportunities and integrating people management into the brand sales process for Intelipost. Show less

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  Intelipost

  Oct 2020 - Sept 2021

  Head of Customer Success

  As a Head of Customer Success, I played a key role in ensuring customer satisfaction and retention, leading a team dedicated to providing an exceptional experience.- Leadership and Team Management: I led and developed a team of Customer Success professionals, ensuring they were aligned with the company's objectives and motivated to achieve goals.- Definition of Success Strategies: Collaborated with the executive team in defining customer success strategies, ensuring that our products met customer needs.- Tracking Indicators: Established and monitored key performance indicators (KPIs) to assess the health of customer relationships.- Project Management: Supervised implementation projects for new customers, ensuring a smooth and efficient transition to our products. Coordinated interdepartmental efforts to ensure customer expectations were met and deadlines met.- Problem Solving: Led the resolution of complex problems, collaborating with internal teams to solve technical and operational challenges faced by customers. This involved data analysis, clear communication and decisive action.- Relationship Development: Established and maintained trusting relationships with key customer stakeholders. I held periodic meetings to understand their needs, come up with new solutions and ensure they were getting the most value from our products.- Feedback for Product Development: I collected valuable feedback from customers about products and services, transmitting insights to the development team for continuous improvements.- Upsell and Cross-sell Strategies: Identified upsell and cross-sell opportunities based on customer needs and goals. Collaborated with the sales team to expand the portfolio of services used by existing customers. Show less

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  Co.Aktion

  Sept 2021 - Jul 2023

  Senior Manager of Professional Services and Digital Transformation

  As Senior Manager of Professional Services, he plays a key role in the strategic and operational leadership of all activities related to the services offered by the company. I was responsible for supervising and directing the Project, Consulting, Implementation, and Managed Services teams, ensuring the delivery of high-quality solutions to our clients.- Project Management: Leads the definition and planning of projects, ensuring that the client's objectives are met within the stipulated deadlines and budgets.Implemented project management methodologies to standardize processes, ensure efficiency, and minimize risks.- Consulting: Collaborated with clients to understand their needs and challenges, developing customized solutions that add value to their business.- Deployment: Coordinating the deployment teams, we ensured that systems and solutions were installed and configured according to customer requirements.Monitored the progress of deployments, resolving technical issues and adjusting plans as needed to ensure a successful integration.- People Management: Led multidisciplinary teams, promoting a collaborative work environment, professional development, and motivation.- Indicator Monitoring: Implemented key performance indicator (KPI) monitoring systems to assess project progress, customer satisfaction, and the effectiveness of services provided.- PMO (Project Management Office): Establishes and maintains the PMO to centralize project management, standardize processes, share best practices, and promote collaboration between teams.I was responsible for defining and maintaining project governance guidelines, ensuring compliance with standards, and consistent delivery of results. Show less

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  OpenClick AI

  Jun 2022 - now

  Como CEO e CPO, lidero atualmente o desenvolvimento de projetos e produtos, garantindo que nossas soluções atendam às necessidades dos clientes e estejam alinhadas à visão estratégica da empresa. Ao assumir a cadeira de CEO, ampliei meu foco para direcionar a organização rumo a um crescimento sustentável e inovador, fortalecendo nossa posição no mercado. Sou movido pela paixão em transformar ideias em realidade. Busco constantemente novas maneiras de agregar valor aos nossos clientes, proporcionando-lhes experiências excepcionais. Através de uma combinação de pesquisa de mercado, feedback dos usuários e análise de tendências, trabalho para criar produtos inovadores e diferenciados, sempre atento às demandas dos clientes e às oportunidades de crescimento e aprimoramento contínuo. Show less

  • CEO & Founder at OpenClick AI

    Dec 2024 - now

  • Advisor - Platform Strategy

    Jun 2022 - Dec 2024