Get your Emails warmed up and ready to send
Build sender reputation and reach more inboxes with automated email warmup.
Warm up your emails
Starting at $49/month
William Barbosa Ruiz
Head of Operations @VFS Global
Signup · Get unlimited contacts
WORK HISTORY
Head of Operations @VFS Global
São Paulo, BR
EDUCATION
ESPM
Business Management and Technologic Inovation
MBA USP/Esalq
Master of Business Administration - MBA, Digital Business Management and Artificial Inteligence
Universidade Cidade de São Paulo
Computer Science
ETE GV
High School Diploma (technical course), Eletronics
SKILLS
ABOUT WILLIAM BARBOSA RUIZ
Senior executive in operations and customer experience, specialist in turning around critical scenarios, optimizing financial results, and implementing growth strategies. Proven ability to lead multidisciplinary teams, manage complex projects, and ensure satisfaction and retention of strategic clients.With over 20 years of experience in operations, customer experience, and strategic leadership, I have built my career in national and multinational companies. Throughout my journey, I have led teams of over professionals, delivering significant results in satisfaction (CSAT), profitability (EBIT, contribution margin), and productivity.I have solid expertise in managing complex operations, implementing large-scale projects, and conducting commercial negotiations for account expansion and revenue growth. I have successfully turned around critical operations, reduced costs significantly, and implemented automation and processes that elevated operational performance. My approach is results-oriented, always considering people development and organizational culture.Among the companies and clients I have worked with are Atento, Teleperformance, Iron Mountain and Siemens Healthcare, as well as projects for major technology, automotive, internet, insurance, and financial brands.Certified Lean Six Sigma Green Belt, I work with discipline in data analysis, opportunity identification, and the implementation of impactful solutions. My career is marked by a constant pursuit of operational excellence, innovation, and sustainable value creation for clients and organizations.Main Achievements:• Responsible for the turnaround of operations, in a customer loss high risk’s scenario increasing CSAT results, from 60% to 90% and financial results (Gross Margin) from 20% to 45%.• Strong leadership in a cost reduction project reducing in 10% the total cost for the client and improving the operational gross margin.• Creation of continuous improvement workflow focused on operational KPIs. As consequence, in 8 months agents positions increased by 80%.• Reduction in the volume of external visits made by increasing the level of FCR (First Call Resolution) in 5%.• Operation’s turnaround through operational efficiency. As a result, the EBIT improved from -30% to +15%.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.