Leonardo Gigeck

Managed enterprise customer programs across 40+ markets and a portfolio exceeding US$8M, coordinating customer requirements, service delivery, quality, and operational performance. Standardized workflows and implemented AI/LLM-enabled workflows that reduced turnaround time and operational costs by more than 40%.

Managed an 11-person team, including hiring, onboarding, scheduling, performance management, and professional development. Designed and delivered training and onboarding initiatives that increased NPS by 25 points and maintained CSAT above 95%.

Managed strategic customer accounts, coordinating customer needs, commercial discussions, service delivery, and relationships with internal stakeholders. Achieved KPI performance above 98% and NPS above 92, and generated more than 65% account expansion through upselling.

Conducted standardized speaking assessments for international English certifications, applying established evaluation criteria and quality procedures.

Coordinated and trained a team of more than 10 professionals, supporting service quality, employee development, and operational consistency. Managed customer and stakeholder relationships while maintaining customer churn below 12%.

Delivered English instruction across proficiency levels and supported teacher training, professional development, and standardized learning processes.

Supported the DHL operation serving Unisys, coordinating customer requirements, logistics providers, operational processes, and service-level expectations. Monitored SLAs, inventory availability, transportation, distribution, and forward and reverse logistics activities.

MBA in Leadership and Business Management from FAAP in São Paulo, Brazil.

Bachelor's degree in Linguistics from the University of São Paulo (USP) in São Paulo, Brazil.