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Thiago Marchi

@thiagomarchi

Operations and customer experience leader at Empresarial Academy, building AI prospecting and diagnostic engines for SMBs.

Brazil

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At Empresarial Academy, I created a B2B prospecting engine that qualifies leads through heuristic and LLM filters, then generates personalized outreach. I also developed an SMB diagnostic engine that uses prompt chaining to produce a priority matrix and action plan.

I use RAG and MCP connectors to give AI access to client knowledge bases and systems, and automate routines with Power Automate. Since 2025, I’ve designed and implemented generative AI and AI-agent solutions for SMB sales, customer service, and management.

At Grupo Allcom, I structured Sales, Marketing, and CX for Sitallcom and led the go-to-market of Solução Tripla. Lead conversion rose from 20% to 55%, churn fell from 40% to 10%, and the work generated R$ 1.2 million in revenue.

Experience

Work history, roles, and key accomplishments

Current

Founder and Consultant

Current

Empresarial Academy

Jan 2025 - Present (1 year 10 months)

Created a B2B prospecting engine with semantic lead qualification and an SMB diagnostic engine using LLMs. Automated routines with Power Automate and AI automation.

Generative AI LLM RAG MCP Power Automate AI Agents Prompt Engineering B2B Prospecting Dashboard Development

Commercial, Marketing and Customer Experience Director

Grupo Allcom

Oct 2023 - Dec 2024 (1 year 2 months)

Structured Sales, Marketing and CX, led go-to-market of Solução Tripla, raised lead conversion from 20% to 55% and reduced churn from 40% to 10%. Led teams and implemented training programs.

Salesforce Power BI Go To Market Lead Conversion Churn Reduction Team Leadership Training Scrum Kanban Design Thinking OKRs CAC MRR LTV Pricing

National Trade Marketing and Customer Experience Projects Consultant

Neo Duo Trade Marketing

Sep 2022 - Dec 2022 (3 months)

Mapped and redesigned critical flows and processes, achieving -20% cycle time, -30% rework and 95% standardization. Trained employees and automated routines with Power Automate.

Process Mapping Change Management KPIs Power Automate Training Standardization

Commercial Manager - B2B Service

Vivo (Telefônica Brasil)

Feb 2022 - Aug 2022 (6 months)

Managed a portfolio of 120 high-value corporate clients, achieving +18% recurring revenue and +20 CSAT points. Optimized KPIs with Power BI, Salesforce and SAP, and repositioned the corporate solutions portfolio.

Power BI Salesforce SAP KPI Optimization Portfolio Management Customer Satisfaction Product Adoption

Owner-Partner and Commercial Director

Alujá - Artigos Religiosos, E-commerce e Fábrica de Velas

Feb 2013 - Jun 2020 (7 years 4 months)

Implemented online store and digital marketing, managed ABC curve and key indicators such as churn, MRR churn, average ticket, conversion, LTV and NPS.

Ecommerce Digital Marketing Curve Churn MRR LTV NPS Conversion

Call Center and Operations Manager

Next Level

Jan 2013 - Nov 2016 (3 years 10 months)

Managed the TicketCar account with 50 employees, implemented Lean Six Sigma improvement project and quantitative/qualitative indicators. Increased invoice entry output by 115%.

Call Center Management Lean Six Sigma KPI Implementation Team Leadership Process Improvement

Call Center and Operations Manager

Nossa Vitrine

May 2011 - Apr 2013 (1 year 11 months)

Implemented call center, marketing, social media and logistics indicators, resulting in +65% sales volume and +120% social media engagement.

Call Center Management Marketing Social Media Logistics KPI Implementation

Client Coordinator

Atento Brasil

Oct 2007 - Jun 2011 (3 years 8 months)

Coordinated B2W Viagens operation with 120 operators, managed Telefônica technical support with 16 supervisors and ~200 agents, and as Lead Supervisor managed 24 supervisors and ~600 agents. Implemented COPC quality methodology and workforce scheduling.

Call Center Operations Team Leadership COPC Standards Workforce Management Scheduling QA Methodology