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Gustavo Fonseca

@gustavofonseca

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Head of Operational Excellence with expertise in customer support scaling.

Brazil

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What I'm looking for

I am looking for a role that values innovation, collaboration, and continuous improvement in customer support and training.

As a dedicated professional with extensive experience in operational excellence, I have successfully scaled customer support teams and improved service delivery metrics. At AstroPay, I led the growth of our customer support from 20 to over 150 agents, implementing a unified onboarding program and a multilingual knowledge base that significantly reduced ramp-up and resolution times.

My career has been marked by a commitment to enhancing customer satisfaction and operational efficiency. I developed hybrid training strategies at Optibus that increased CSAT and product adoption by 20%. My ability to foster collaboration across departments has been instrumental in ensuring that operational content meets legal and regulatory standards, particularly in high-stakes environments like fraud and AML.

With a strong foundation in learning and development, I have managed global training logistics and implemented innovative learning solutions that have consistently improved productivity and satisfaction across diverse markets. I am passionate about leveraging AI and automation to drive operational improvements and create a culture of continuous learning.

Experience

Work history, roles, and key accomplishments

Head of Operational Excellence

AstroPay

May 2024 - Jul 2024 (2 months)

Scaled Customer Support from 20 to 150+ agents by launching a unified onboarding program and building a multilingual knowledge base, reducing ramp-up time by 40%. Boosted CSAT by 30 points by integrating training and quality insights into a cohesive knowledge strategy.

Customer Support Onboarding Knowledge Management Integration CSAT Cross Functional Collaboration Operational Excellence Training Development Process Optimization

LATAM Technical Training Consultant

Optibus

Oct 2022 - May 2024 (1 year 7 months)

Developed LATAM-specific hybrid training strategies that increased CSAT and product adoption by 20%. Built a shared knowledge ecosystem across Confluence, Slack, and Stack Overflow, reducing internal support time by 30%.

CSAT Knowledge Management Confluence Slack Stack Overflow Hybrid Training Documentation Gamification

Global Learning Operations Senior Consultant

Avanade

Mar 2022 - Jun 2022 (3 months)

Managed global training logistics through a remote team, maintaining 95% satisfaction. Standardized SharePoint course hubs to improve accessibility and internal adoption.

Remote Team Management SharePoint Accessibility Global Training Operations Management

Learning and Quality Lead

Intuit

Jan 2020 - Mar 2022 (2 years 2 months)

Embedded Whatfix onboarding into Salesforce, reducing classroom training by 20% and improving new hire productivity. Facilitated call center downsizing with learning solutions and created a global quality assurance framework.

Onboarding Salesforce Productivity Quality Assurance Training Development

Senior Learning and Development Specialist

Uber

Jun 2017 - Jan 2020 (2 years 7 months)

Trained Uber Experts to enhance quality and efficiency metrics. Managed Uber's LMS for tracking completion and monitored the effectiveness of activities using KPIs.

Learning and Development Training Quality Metrics Monitoring LMS KPIs Performance Tracking