Marcus Cordeiro

Experience

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  Saraiva

  Dec 2007 - Mar 2009

  Apprentice

  - Helped with the daily functions of the General Secretariat, assisting employees, xeroxing, and internal delivery of correspondence.- Assisted the archive and warehouse department- Office-Boy: Responsible for payments in banks and notaries.- The company had an ideology (Job Rotation); in this philosophy, I could know the day-to-day of the following departments: Presidency, Tax, Accounting, Recruitment and Selection, Communication, Treasury, Finance, and Planning.

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  Pontifícia Universidade Católica de São Paulo

  Apr 2010 - Jan 2015

  Academic Assistant- Secretary responsible for the Departments of Mathematics and Physics.- Creation, documentation, and sharing of Minutes of Meetings of the departments.- Room reservations for classes, events, and seminars for academic leaders.- Responsible for processing the FIES process for students. - Directly responsible for the documentation and dispatch of pouches through third parties.- Secretarial to the direction of the college, assisting the academic director and the campus director.- Assistance to faculty, staff, students, and the external community. - Responsible for the management and processing of document pouches between campuses.- Attendant and secretary of the Institution's Board of Directors.

  • Academic Assistant

    Sept 2012 - Jan 2015

  • Administrative Assistant II

    Nov 2011 - Sept 2012

  • Administrative Assistant I

    Apr 2010 - Nov 2011
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  W1 Finance

  Nov 2016 - May 2017

  Financial Consultant

  Financial Consultant- Personalized individual financial advice- Customer prospecting- Commercial presentations- Financial profile analysis

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  Uber

  Jun 2017 - Jun 2022

  I served as the direct leader for customer support operations in Paraná and as the point of contact for Team Leads in the Southern macro-region, providing strategic support and disseminating best practices nationwide. My role included local leadership in Curitiba, data-driven decision-making, and the implementation of initiatives focused on continuous improvement and digital transformation of processes.My responsibilities emphasized individual and collective performance management, strategic planning, and the execution of projects aimed at operational efficiency and governance. Through an analytical and results-oriented approach, I identified and addressed operational bottlenecks, scaling successful practices to other regions, including São Paulo.Key Achievements: ● Transformed the Curitiba center into a national benchmark for the Customer Conversion KPI (C28D), achieving unprecedented results. ● Elevated the Southern macro-region to top national performance, starting from a low-performance position. ● Co-led the São Paulo team, implementing best conversion practices and driving positive results at a state-wide level.Delivered Projects:Performance Management: Developed and aligned national guidelines for behavioral and operational performance management, directly impacting service efficiency.AHT Improvement: Identified detractors of average handling time and optimized operational processes.Skills Developed:Project Management | Strategic Leadership | Data Analysis | Digital Transformation | Decision-Making | Resilience | Strategic Planning | Governance | Results-Oriented Approach. Show less I managed two customer support centers in São Paulo, leading a team of up to 15 agents during the onset of the pandemic and transitioning to a remote work model. I was responsible for overseeing multifunctional teams and local operations, including security, cleaning, and facilities, ensuring alignment with key performance indicators.My role included people management, focusing on mentoring, onboarding, talent development, succession planning, and engagement, as well as managing operational schedules and performance. I also analyzed data to identify patterns and opportunities for improvement in processes, technologies, and products, driving operational efficiency and ensuring strategic alignment with stakeholders.Key Achievements: ● Recognized as the 3rd Best Team in LATAM in 2020, achieving outstanding results in CSAT, 28-Day Conversion, and AHT. ● 100% team satisfaction in the Manager Survey 2020, earning recognition as Leader of the Year. ● Delivered the CX/UX Multiproduct Project, reducing Contact Rate by 50% and driving digital transformation and scalability in critical processes.Skills Developed:Mentoring | Customer Retention and Loyalty | Strategic Planning | Customer Experience (CX) | Strategic Leadership | NPS | Scalable Processes | People Management. Show less I led the largest operation in Brazil, managing a team of 25 agents and overseeing more than 3,000 weekly interactions, focusing on customer retention and loyalty as well as continuous improvement. I conducted training sessions and team development, implementing Individual Development Plans (IDPs), biweekly one-on-one meetings, daily briefings, and conflict management dynamics.Additionally, I was responsible for structuring the organizational climate, introducing initiatives that improved key performance indicators such as NPS, CSAT, AHT, and C28. I collaborated with the Workforce Management (WFM) team to manage schedules and vacations, leveraging tools like Verint for efficient planning.Key Achievements: • Recognized at the regional and LATAM levels for innovative initiatives, such as the Workshop&Event project, which boosted sales and customer engagement through educational actions and gamification. • Leadership in the Totem project, delivering significant improvements in in-person support. • Awarded as an Outstanding Leader, achieving unprecedented results in key operational KPIs.Skills Developed:Scalable Processes | KPI Analysis | CRM Tools | People Management | Building Trust | Organizational Development. Show less I worked in face-to-face customer service and technical support for clients (drivers and riders), focusing on efficiency, satisfaction, and conversion. I was responsible for conducting onboarding sessions for new drivers and employees, covering safety practices, app functionalities, and navigation tools, as well as providing team training.Within the first month, I was selected through an internal process to act as a Point of Contact in the Change Management and Process area. In this role, I aligned and defined processes, collected feedback, and ensured local practices were consistent with global guidelines. I also led initiatives for continuous improvement and automation in customer support.Key Achievements: ● Recognized as an Outstanding Employee, excelling in KPIs such as CSAT, first contact resolution, conversion, and operational efficiency. ● Developed and delivered strategic projects: • Process Feedback: Structured and implemented processes aligned with best practices. • Metrics for Everyone: Created an automated dashboard for KPI monitoring, empowering teams and leadership with data-driven insights.Skills Developed:Change Management | Effective Communication | Teamwork | Conflict Resolution | Flexibility | Soft Skills: Communication, Empathy, and Resilience. Show less

  • Operations CX Team Lead Senior

    Jun 2021 - Jun 2022

  • Operations CX Team Lead

    Nov 2019 - Jun 2021

  • Monitor Specialist II

    Aug 2018 - Nov 2019

  • Support Specialist I

    Jun 2017 - Jul 2018
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  Webhelp

  Jun 2023 - Feb 2024

  I served as the comprehensive operations manager, leading teams and ensuring the operational and financial efficiency of two international accounts. I acted as the primary strategic point of contact for global clients, aligning stakeholder expectations with project execution.Key Responsibilities: ● Managed and supported operations for international accounts, ensuring process and service excellence. ● Led coordinators, fostering team development and consistent deliverables. ● Monitored KPIs and financial indicators, identifying opportunities for continuous improvement and resource optimization. ● Maintained effective communication with internal and external stakeholders, addressing challenges and ensuring strategic alignment.Key Achievements: ● Delivered high-performance operations, achieving operational and financial targets. ● Enhanced client satisfaction through results-driven and innovative management.Skills Developed:Strategic Management | Team Leadership | Effective Communication | KPI Analysis | Operational Planning | Decision-Making | Results-Driven Focus. Show less I was responsible for implementing and managing the Customer Experience (CX) operation in Brazil for Shein, a Chinese fast fashion online retailer, focusing on omnichannel management, operational excellence, and digital transformation. I served as the primary point of contact for internal and external stakeholders, ensuring strategic alignment and effective communication between teams in Brazil, Spain, and China.I led a team of 80 agents, 4 Team Leads, 2 QAs, and 2 TRNs, overseeing recruitment, onboarding, development, and continuous performance evaluation. I also implemented scalable processes, fostering a high-performance and culturally engaged environment.My responsibilities included: ● Operational Management: Strategic planning to achieve KPIs in retention, NPS, and operational efficiency. Workflow monitoring and control to ensure compliance with contractual standards. ● Data Analysis and Reporting: Leveraged tools such as Salesforce, Google Spreadsheets, SQL, and Looker for performance analytics, data-driven decision-making, and reporting, including invoicing. ● Stakeholder Management: Coordinated WFM, RTA, and collaborated with support areas like HR, IT, Legal, and Finance to ensure the delivery of consistent, high-quality results. ● Strategic Leadership: Conducted individual coaching sessions, conflict resolution, and developed innovative strategies to optimize operations and drive continuous improvement.Key Achievements: ● Structured a highly complex operation in a dynamic and multicultural environment, ensuring operational excellence and alignment with global objectives. ● Fostered a culture of innovation and resilience within the team, resulting in significant improvements in customer experience and team engagement.Skills Developed:Data Analysis | People Management | Strategic Planning | Effective Communication | Conflict Resolution | Decision-Making | Innovation | Flexibility | Resilience | Continuous Learning. Show less

  • CX Ops Manager

    Jan 2024 - Feb 2024

  • Senior CX OPS Coordinator

    Jun 2023 - Jan 2024
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  Grupo Boticário

  Mar 2024 - Jul 2024

  Employee Experience Supervisor [HR]

  I served as the supervisor of the HR omnichannel support team, overseeing a team of 19 employees responsible for assisting current and former employees through multiple channels: Chat, WhatsApp, Phone, Slack, Email, In-Person, and Brazilian Sign Language (Libras). We ensured the delivery of operational efficiency KPIs and excellence in supporting areas such as Payroll, Benefits, Work Schedule, Labor Relations, Terminations, among other HR processes.Key Activities and Achievements:● HR Caravan: Led and executed a strategic project to promote HR support services across factories, distribution centers, hubs, and offices in Brazil. Acted as the HR spokesperson, presenting available solutions and mapping local improvements, including the feasibility of in-person support.● People Management: Conducted performance evaluations for the team based on existing records and insights gained during the first months of management. Achieved results exceeding expectations in leadership efficiency metrics, measured weekly by the Team Culture tool.● Process Management and Continuous Improvement: Collaborated with the continuous improvement team and process analyst to implement process automation and optimization. Initiated the incident categorization and escalation process, aiming to reduce resolution SLA and improve employee experience by directing cases to the appropriate departments.Tools Used: Slack | Google Workspace (Sheets, Slides, Calendar, Cloud Platform, Looker Studio) | SAP | Jira | ServiceNow.Skills Developed: Change Management | Mentoring | Integration | Succession Planning | Talent Retention | Potential Assessment | Corporate Culture | Process Management | Human CapitalMy role reinforced the commitment to organizational transformation, fostering innovation, operational efficiency, and team engagement. Show less