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Silvano Fontana

@silvanofontana

Message

Customer Success and CX leader driving retention, loyalty and revenue through data-driven strategies.

Brazil

Message

What I'm looking for

I seek a senior leadership role in Customer Success/CX where I can drive retention, implement AI-enabled automation, scale teams, and deliver measurable improvements in NPS/CSAT and LTV.

I am a seasoned Customer Success and Customer Experience leader with extensive experience in CX, technical support, product management and account management across SaaS, health, automotive, textile and contact center sectors. I focus on reducing churn, increasing LTV and executing upsell/cross-sell strategies while leading high-performance teams.

My background includes managing omnichannel operations, deploying AI and automation, and implementing CRM and BI platforms such as Salesforce, HubSpot, Zendesk and AWS to improve CSAT, NPS and operational efficiency. At Voll Solutions I transitioned Technical Support into a Customer Relationship Center and integrated AI into the omnichannel platform, achieving CSAT above 96% and NPS over 85% on new projects.

I hold an MBA in Marketing (FGV) and a degree in Mechatronics Engineering, and I bring a results-oriented leadership style grounded in data analysis, empathy, strategic communication and continuous improvement to drive sustainable customer loyalty and business growth.

Experience

Work history, roles, and key accomplishments

Head of Customer Success

Voll Solutions

Jan 2022 - Apr 2025 (3 years 3 months)

Led Customer Success, Technical Support (24x7), Project Implementation and Product Management, achieving CSAT of 96.4% (2022) to 97.9% (2024) and NPS >85% on new projects while converting >85% of POCs to live projects.

& Customer Success CSAT NPS Project Management Product Management Team Leadership

Quality Manager - Global Accounts

Atento Brazil

Jan 2021 - Jan 2022 (1 year)

Managed quality control for major global accounts across Latin America, leading 250+ staff and using Six Sigma/DMAIC to cut monitoring headcount 8% and reduce leadership roles 13%, plus prevented >US$100k fraud losses.

Quality Management Six Sigma Speech Analytics Power BI KPI Analysis Fraud Detection Team Leadership

Senior Consultant – Account Manager

Planitech Services

Feb 2012 - Dec 2020 (8 years 10 months)

Consulted on relationship channels and Customer Success for clients including Siemens Healthcare and Ford, implementing WFM/CRM/IVR/ChatBOT solutions and driving a 30% reduction in active customer loss for Be Blue.

Account Management & Customer Success CRM IVR Chatbot Product Launch

Customer Relationship Manager

Lectra

Apr 2010 - Feb 2012 (1 year 10 months)

Managed South America service operations and KPIs, implemented data analytics and COPC practices to raise CSI to 9.1/10 and improve speaking-time productivity by 15%, reducing operational costs.

Customer Relationship Management Data Analytics KPIs Process Optimization

Customer Relationship Manager

Mondial Assistance

Jan 2007 - Dec 2009 (2 years 11 months)

Led CRM and 24-hour assistance operations for automotive brands, built telesales and retention cells, and managed 350+ staff, achieving CRM implementations and 12% telephony cost reductions via WFM and automation.

CRM Management Telesales Retention Automation Team Leadership Cost Optimization

Customer Relationship Manager

Renault do Brasil

Jun 1998 - Dec 2005 (7 years 6 months)

Developed and ran Renault/Nissan CRM and contact center (120+ analysts, 23,000 monthly contacts), managed a US$3M annual budget, increased lead-to-sale conversion to 7% and reduced operating costs by 20%.

CRM Budget Management KPI Tracking Vendor Transitions