Dr. Alexis Goncalves

 Director, Latin America Division, Service Quality & Innovation, Citigroup. MANAGEMENT accountabilities include service performance and service delivery standards for 20 countries in Latin America (LA). Oversee service effectiveness and efficiency of 34 business units across the LA region. Delivered and executed regional improvement plans that increased the average annual revenue-to-expense ratio in LA from 1.8 to 2.2. Work with in-country Service Quality Directors on strategy and goals for Voice of the Customer (VOC), Voice of the Process (VOP), Voice of the Employee (VOE) and Voice of the Business (VOB). Conducted 100+ business improvement projects over the last 5 years in front, middle and back-office areas, including: Financial Control, Risk Management, Operations, Sales and Market Coverage, New Product Development, Customer Service, Human Resources and Training. CUSTOMER & MARKET KNOWLEDGE: Coordinate the fieldwork, in 20 countries, of large-scale quantitative research projects based in customer satisfaction measurement and total quality implementation. This involves coordinating the interview of 40,000+ customers per year for five different businesses, as follows: Retail Banking, Cards, Consumer Finance, Corporate and Investment Bank. INTERNATIONAL MARKET PROSPECTIVE: As Service Quality & Innovation Director for the Latin America Division, traveled for 7 years across the Latin America region, including Central America and the Caribbean, building business improvement plans and developing relationships and knowledge of foreign customs and business protocols. So far, have visited 17 countries and is still counting. TEAMWORK STYLE MANAGER: Provide leadership for in-country Service Quality Directors and their team (70+ people). Mentored and coached numerous managers on performance improvement and organizational efficiency. In the role of Business Facilitator, designed and facilitated several business meetings for senior management – e.g., Revenue Momentum Workshop, Middle-Markets Workshop, Corporate Finance Innovation Workshop and Asset-Based Finance Innovation Workshop. PROFESSIONAL EXPERIENCE Professional experience acquired over the last 18 years working for a diversified set of companies, from software development to business consulting to financial services. Have worked and lived in 3 different countries: Argentina, Brazil and USA (present). 7 years Citigroup (USA, Argentina) 7 years American Express (USA, Brazil) 2 years Arthur Andersen (Brazil) 2 years Proudfoot-Crosby (Brazil) 1 year Rohr Construction (Brazil) 1 year Infel Software (Brazil) AFFILIATIONS President Fundación Latinoamericana para la Calidad (founded in 1997, with 15,000 members in Latin America) Curator Member of the Curatorial Council for Centro Brasileiro para Qualidade, Segurança e Produtividade (Brazil) Review Board Member of the Review Board for the Six Sigma Forum Magazine (published by ASQ, USA)