Thiago Gouvêa Leite
About Thiago Gouvêa Leite
Thiago Gouvêa Leite is an Operations Delivery Manager with a background in client relationship management and team leadership. He has experience in churn risk analysis and has held various roles at Concentrix before joining Influx in 2022.
Work at Influx
Thiago Gouvêa Leite has been serving as an Operations Delivery Manager at Influx since 2022. In this role, he focuses on enhancing client business growth through stakeholder engagement and effective KPI management. His responsibilities include conducting churn risk analysis and implementing retention control strategies to maintain client relationships and ensure business stability.
Previous Experience at Concentrix
Prior to his current position, Thiago worked at Concentrix in various roles. He started as a Tier 1 Agent from 2020 to 2021 for 8 months, where he gained foundational experience in customer service. He then advanced to the position of Team Leader from 2021 to 2022 for 9 months, leading a team of approximately 180 individuals, including international members. He also served as a Subject Matter Expert for 5 months in 2021, where he contributed to operational excellence.
Education and Expertise
Thiago studied at BYU-Pathway Worldwide, where he earned a Certificate in Programação de Computadores - Aplicativos Específicos from 2020 to 2021. He furthered his education at Brigham Young University - Idaho, studying Computer Programming from 2021 to 2022. He is currently pursuing a Bachelor of Science in Tecnologia da Informação at the same institution, expected to complete in 2024. His educational background supports his expertise in operations management and technology.
Leadership and Team Development
In addition to his professional roles, Thiago has demonstrated leadership skills by leading a volunteer team of approximately 180 people. This experience has enhanced his leadership and resilience skills. He is also committed to developing Team Leaders and Agents, focusing on improving their ability to handle service disruptions and enhance overall performance.