Head of Customer Experience | Customer Success | Customer loyalty l Strategy
Campinas, São Paulo, Brazi
Elenice Fanez: A Journey of Transformative Leadership in Customer Experience
Introduction
From the countryside of Santa Catarina/Brazil to the global stage, Elenice has established herself as a formidable presence in the realm of Customer Experience, leading with a vision that transcends traditional boundaries.
Background
Elenice’s journey began in the field of engineering, a foundation she later augmented with a specialization in marketing. Accumulating over 15 years of diverse experience in multinational corporations like JBS, Bunge, and WestRock, Elenice’s skills have transcended traditional silos, encompassing sales, customer loyalty, marketing, strategy, and innovation.
Leadership Excellence
Her leadership transcends barriers, as evidenced by her pivotal role in Cultural Transformation projects focused on customer-centricity. With over seven years of direct people management, Elenice showcases proficiency in data analysis that consistently contributes to positive organizational outcomes.
Strategic Innovations
Elenice’s expertise lies in transforming experiences into emotions, starting with strategy formulation. She crafts plans that not only elevate employee engagement with customers but also make a substantial contribution to overall business results. Her strategic initiatives have made a lasting impact, sustainably enhancing the customer experience in alignment with corporate sustainability goals.
Professional Achievements
In her professional journey, Elenice has orchestrated a remarkable trajectory. From spearheading the establishment of the Customer Experience department and overseeing transformative projects, such as leading to a 60% increase in the efficiency of the customer service team, to driving substantial improvements in impact indicators like OTIF, CSAT, NPS, Churn, among others. Elenice possesses a high level of negotiation and influence between departments. She has developed customer segmentation and SLA policies, initiated customer service improvement initiatives, and implemented Voice of the Customer programs. Her achievements culminated in a significant upswing in customer satisfaction, a testament to team engagement, and her unwavering commitment to high-performance experiences.
Transformational Projects:
Elenice’s tenure at WestRock witnessed transformative projects, including the creation of SLA policies, customer service improvement initiatives, and the implementation of VoC (Voice of the Customer) programs. Her achievements culminated in a 17-p.p. increase in customer satisfaction, a testament to her dedication to delivering high-performance experiences.
Diversity and Social Impact:
Beyond her professional endeavors, Elenice actively participates in volunteer work, mentoring, contributing, and supporting diversity groups and projects focused on the development of underprivileged youth.
Current Ventures:
In her current position as a Transformation Experience Consultant and Mentor at Fanez & Co, Elenice remains at the forefront of shaping the future. Concurrently, she acts as a business mentor, speaker, and actively contributes to educational development through courses and masterclasses.
Educational Pursuits
Elenice’s dedication to continuous learning is evident in her educational journey. Holding a postgraduate diploma from Columbia Business School in Digital Business and a postgraduate degree in Business Management from Fundação Dom Cabral, along with specialization in Customer Loyalty from Kellogg School, solidifies her expertise.
Key Takeaways
- Elenice’s leadership extends beyond conventional boundaries, influencing cultural transformations towards customer-centricity.
- Strategic planning is her forte, resulting in significant improvements in customer engagement and overall business results.
- Transformative projects at WestRock led to a substantial increase in customer satisfaction, showcasing her dedication to high-performance experiences.
5 Leadership Lessons
- Embrace Cultural Transformation: Cultivate an organizational culture centered on the customer and innovation.
- Strategic Planning is Fundamental: Formulate plans that not only involve customers but also contribute significantly to overall business results.
- Prioritize Customer Centricity: Implement initiatives that directly impact customer satisfaction, fostering long-term loyalty.
- Engage in Social Impact: Contribute to volunteer projects and initiatives that make a positive difference in the community.
- Never Stop Learning: Commit to continuous learning and development to stay at the forefront of industry trends.
Conclusion
Elenice Fanez’s journey is a testament to unwavering dedication to transformation, with a focus on customer-centricity, innovation, and inspirational leadership. Her story goes beyond professional success; it serves as a guiding light for those aspiring to make a lasting impact in the realms of business and customer experience.
