Eduardo Armelin
About Eduardo Armelin
Eduardo Armelin is the Head of Business Service at Globalfy, where he has worked since 2023. He has extensive experience in customer service operations and has held various leadership roles in companies such as Concentrix, Teleperformance, and CENTAURO.
Work at Globalfy
Eduardo Armelin currently serves as the Head of Business Service at Globalfy, a position he has held since 2023 in Orlando. In this role, he is responsible for overseeing business service operations and implementing strategies to enhance customer experience. Prior to this, he worked as the Gerente de Relacionado com o Cliente at Globalfy from 2022 to 2023, where he implemented a new customer service quality method and developed a methodology for managing operational flows and customer experience training based on customer behavior data.
Previous Experience at Concentrix
From 2020 to 2021, Eduardo worked at Concentrix as Gerente Sênior de Operações de Atendimento in São Paulo, Brazil. During his tenure, he focused on improving operational efficiency and customer service delivery. His experience at Concentrix contributed to his expertise in managing customer service operations.
Background in Customer Service and Operations
Eduardo has extensive experience in customer service and operations, having worked at various organizations. He served as Coordenador de CS, Qualidade e Televendas at CENTAURO from 2018 to 2020, where he led the restructuring of customer service areas and implemented new quality methods. He also worked as Supervisor Especialista de Indicadores at Teleperformance Global Learning & Development from 2012 to 2014, focusing on performance metrics and operational improvements.
Education and Expertise
Eduardo holds a Master's degree in Gestão da Experiência do Consumidor from ESPM Escola Superior de Propaganda e Marketing, which he completed from 2020 to 2021. He also earned a Pós-Graduação in Gestão e Governança de TI from Centro Universitário Senac from 2018 to 2019, and a Bachelor's degree in Administração de Empresas from Uninove - Universidade Nove de Julho from 2005 to 2008. His educational background supports his expertise in customer experience management and operational governance.
Skills in Agile Methodologies
Eduardo has utilized agile methodologies, including Scrum and Design Thinking, in his professional roles. He has implemented these methodologies within the Customer Experience area of the SAC team, promoting an agile work dynamic that enhances consumer experience. His ability to manage KPIs and OKRs, along with conducting root cause studies, demonstrates his commitment to continuous improvement in service delivery.