Carlos Bertolucci

Global IT Manager @Yalo

Sao Paulo, BR

Yalo is an AI-first sales platform that unifies marketing, commerce and customer service to help large enterprises connect and sell more through messaging channels like WhatsApp using intelligent agents and a flow/campaign builder studio with a strong B2B focus- Increased user satisfaction from 40% to over 95% by implementing targeted improvements, refining processes and actively incorporating user feedback. This initiative significantly enhanced the overall experience and strengthened trust in IT services- Boosted service response speed by 90% through ITSM framework implementation and adoption of MDM/Endpoint platforms. This optimization improved IT asset management, enabled better stock positioning and delivered effective asset control, ensuring efficient forecasting within established Refresh policies- Completely eliminated corporate asset loss (from 45% down to 0%) and generated USD$200K+ in savings by developing an integrated ecosystem across IT, People Ops, Finance and TA using ITIL/SCRUM methodologies and NoCode tools (N8N, Zapier, APIs). As a result, the company recovered 300+ annual hours, streamlined onboarding/offboarding processes and removed duplicate work, directly impacting 80% of employees- Developed and implemented cross-departmental processes, mitigating errors and improving user experience, ensuring seamless IT operations across the company- Key responsibilities include: leading global teams with a focus on building strong and humanized connections; implementing ITSM frameworks as well as Endpoint and MDM solutions; achieving 98% SLA compliance and a 90% improvement in response time.

Impacta Tecnologia

Gestão em Redes de Computadores, Gestão de Redes de Computadores