Henrique A.
Scrum Master

Skills

Microsoft Excel (Advanced Analytics Add-ons)

Henrique is available for hire

All Howdy Candidates are vetted for skills and english proficiency.

Bio

Possesses 18 years of experience in managing multidisciplinary teams and facilitating various projects across Relationship, Sales, After-sales, Retention (Churn Control), and Customer Success functions. Demonstrated expertise as a SCRUM Master, involving active participation in daily meetings, planning sessions, retrospectives, and reviews, alongside adept communication and obstacle removal to promote self-responsibility within teams. Achieved successful project implementations in areas such as Telecom, IVR systems, Web Chat platforms, Whatsapp, and Chatbots, notably accomplishing an 89% retention rate of inquiries at the launch of chatbots by coordinating cross-functional contributions in content production.

Additionally, developed a Relationship Ladder and redesigned the sales funnel, resulting in a 10% increase in customer satisfaction, the achievement of proposed NPS targets, and a sales boost of up to 40% through effective team training and strategic process enhancements.

Relationship Manager
8/1/2008 - 8/1/2020

Served as a Scrum Master, facilitating key Agile ceremonies, including Daily Stand-ups, Sprint Planning, Retrospectives, and Sprint Reviews. Proven expertise in supporting Sprint communication, removing obstacles, and mediating conflicts.

Implemented telecom projects on the Verisys platform, significantly increasing service capacity by 300% through automated dialing, Voice Torpedo, receptive services, and IVR redesign. Developed a Quality Management platform, including creating a comprehensive Quality Evaluation form, performing KPI analysis, conducting calibration sessions, 1:1 feedbacks, and designing strategic training programs for Quality Analysts. This initiative led to better procedural improvements and deeper insights into consumer behavior.

Executed Digital Relationship platforms such as web Chat, WhatsApp, and Chatbot via Hi Platform, achieving an 89% retention rate in the first week. Responsibilities included writing articles, designing conversational flows, developing service strategies, conducting training, and analyzing and presenting results to management.

Involved in multiple process automation projects, including audience segmentation for marketing campaign automation and the Relationship Ruler, enhancing efficiency and target reach.

Reorganized operations to expand active and receptive call services, improving recruitment performance and customer satisfaction. This restructure scaled services from two to eight concurrent actions, significantly expanding the team from 50 to over 200 employees.

Proposed and monitored Customer Satisfaction KPIs, Service Quality metrics, and other operational indicators across all communication channels. Responsibilities included extracting data, preparing management analysis presentations, and identifying business opportunities.

Designed and delivered training for commercial service teams, mentoring team leaders, and encouraging advanced problem-solving and effective communication with consumers.

Created and refined the Quality evaluation form for the Telephony Quality System on the Verisys platform, involving extensive indicator analysis, calibration sessions, and development of targeted training programs based on performance metrics.

Experienced in Marketing, with a focus on Sales Funnel analysis and planning, customer acquisition and post-sale journey, and creating Email Marketing, SMS, and voice torpedo campaigns aimed at retention and engagement. Engaged regularly with both internal and external customers to optimize outcomes.

Managed team dimensioning, strategy development, and procedures for various communication channels including Chat, WhatsApp, E-mails, Social Networks, and Ombudsman-related conflicts using the Hugme platform and regional PROCON demands.

Led teams of Relationship Assistants, Quality Analysts, and Operation staff, promoting continuous improvement and operational development.

Conducted continuous research on tools, platforms, and technologies to enhance service delivery and improve results.

Handled administrative controls including vacation management, feedback sessions, time banking, recruitment processes, onboarding, endomarketing initiatives, sanctions, and terminations.