Consultant and executive with over 20 years of experience in customer relationship and call center operations. With a strong technical background and strategically using the human factor, he specializes in structuring and operating customer relationship areas such as customer service, quality and service operation, always aiming to understand the real needs and expectations of customers. Such attributes formed the basis for an increasing specialization in Customer Centricity, Customer Experience (CX) and Customer Success (CS).
He is one of the first professionals in Brazil certified as CCXP (Certified Customer Experience Professional) by the CXPA (Customer Experience Professionals Association). Has extensive experience in optimizing operations, scaling and potentiating call centers, in addition to implementing methodologies aimed at directing companies towards Customer Centricity (using Customer Experience and Customer Success strategies).
Solid academic trajectory, including MBA in Business from BSP - Business School São Paulo (especially the period at the Rotman School of Management - University of Toronto, in which he deepened studies in Global Economy), and a Bachelor's degree in Mechatronics Engineering from the University of São Paulo.
Leadership style by example and extensive knowledge in managing large teams, improving in-house talents and developing organizational leaderships.
He is currently CEO of Kentricos, a firm specialized in helping companies in the evolution to the customer-centric model (Customer Centric Companies), focusing on the implementation of Customer Experience concepts and the application of such concepts to transform the reality within organizations.
|Francisco Zapata, CCXP||Points|
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