Electrical Engineer Service

Thomas de Aquino Araújo

Bogotá, Colômbia

e-mail: ************@*******.***

Linkedin: https://www.linkedin.com/in/thomas-a-araujo-411118a/

Phone: +57-313-***-****

OBJECTIVE: Customer Services / Quality Vice President

Education

MBA Executive – University of Wollongong – Australia – 2001/2002

Electrical Engineer - Uberlandia Federal University (UFU) – 1998

Languages

Fluent English

Portuguese native speaker

Fluent Spanish

Qualification Summary

oAt Samsung managing all product categories regarding customer service and quality operation in Colombia.

oResponsible for Customer Service strategy, partners, BPO, customer satisfaction and people development, 6 direct reports, 37 people on the team.

oAt Whirlpool responsible for Service and Quality in all Latin America countries with 10 direct reports (Managers) and 62 analysts in more than 30 countries.

oGlobal expertise, leveraging Service and Quality goals, throughout consumer understanding and quality process execution in LATAM, reaching a high consumer satisfaction standard.

o Strategic thinker to bring the best structure to a changing and complex environment, leading the company to see new opportunities and better ways to achieve extraordinary results.

oLeader of a multifunctional team in different countries with a great strategic vision combining it with people development.

oTalent developer, coaching and mentoring with excellent results on team building with high performance.

oLong experience in product development, sourcing, cost reduction initiatives, manufacturing, service, quality and transregional sales.

oExperience dealing with products from other manufacturing regions such as Europe, USA, Mexico and Asia to sell them in Brazil.

oExperience in manufacturing products (assembling line), quality control, cost, productivity.

International Experience

Australia, Italy, France, Spain, South America, Middle East – Sales negotiation, price, new opportunities, product development, service and quality.

Professional Experience

04/2018 - SAMSUNG – Consumer Electronics

Current Multinational Company

Customer Service & Quality Director - (04/2018) - current

oManaging Customer Service & Quality operation at Samsung Colombia, responsible for service strategy, people development, partners selection and development.

oManaging an important warranty budget and KPI’s such as customer satisfaction, speed, perfection, back orders, time to repair, long term pending and so on.

oNew structure and roles to improve team performance, furthermore new service partner strategy to improve customer satisfaction and operation standard. New Repair Center model and global partner for service center has been implemented.

oNPS over 65% and Customer satisfaction over 90%.

oCompared to competitors we are number one due to a very strong consumer centric strategy in Colombia.

oResponsible for all strategy for Service & Quality such as campaign, communication, field service operation, contact center (front and back office), costs, planning, technical support.

oWe have reached the best score of customer satisfaction in 2019, speed and perfection KPIs improved around 38% compared to 2018.

oCost has decreased USD6M dollars compared to 2018 due to hard work in quality projects and cost efficiency.

oSamsung Colombia has been recognized in 2019 the best customer service company in Colombia by Portfolio and also got two awards from Samsung in 2019 as the best service operation in LATAM.

07/2003 - WHIRLPOOL SA – Consumer Goods (Latin America)

Current Multinational Company

Service & Quality Head in Latin America - (01/2014) - (03/2018)

oResponsible for Service and Quality in all Latin America (except Brazil) countries with 10 direct reports (Managers) and 62 analysts in more than 30 countries.

oManaging a USD $10 million dollars warranty budget and KPI’s such as FTC, TTR, Claims, NPS.

oNew Service & Quality Regional structure to improve performance and optimize cost, 17% better cost efficiency in 2015, 9% better cost efficiency in 2016 and 14% better in 2017. Thus USD$ 6 million of productivity for growth in the last 4 years.

oServices and Quality KPI s better than last year and plan, service NPS with a very good result (Service NPS = 50%), consumer satisfaction in a good standard level, in December 2017 it reached 59%. Quality KPI (Field call rate) reached the best result ever in 2017.

oCall Center operation has been changed from in-house to outsourced to all Lar Int country, it has improved our KPIs and consumer satisfaction as well as internal process. Furthermore, multichannel functionality to integrate different consumer touch points with contact center (chat, webmail, media, software to TP). Service Level: 85% /Aband. Rate: 5%/Answered: 95%.

oUSD $ 600K of EOP for revenue generation on service department, developing new sales channels from Service. Strong quality product standard, improving YOY in 20%.

oFocusing new structure in people development, performance enhancement and to explore consumer experience and end to end opportunities (refurbish, cross selling, installation, consumer satisfaction, net promoter score and so on).

Global Product Development and Sourcing Manager - (01/2006 - 12/2013)

WHIRLPOOL SA – Consumer Goods (Latin America)

o Responsible for Brazil export product (refrigerator, cooking and laundry), USD $300 million in revenue sold in more than 40 countries.

o Responsible to turn around a business with negative EOP to positive.

oLeader of an engineer team that is responsible for development, sales, sourcing, price negotiation, product management and project leadership.

oOEM International project leader in South America, managing a multifunctional team in different countries.

oResponsible for cost reduction (USD $5 million in four years), models and platforms rationalization, standardization as well as new opportunities.

oResponsible for launching more than 400 models in five years that represents approximately one million products with USD $300 million in revenue.

oFinished product and raw material control of export products that are canceled and launched, 94% of stock reduction with a gain of USD $3.4 million in 4 years.

oResponsible for Whirlpool finished product sourcing from whirlpool subsidiaries to sell it in Brazil and other Latin America Countries. This business has grown 3 times in volume and 7 times in projects (24 projects in 2012) in 3 years.

Brazilian

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