C

Charles Walter Liu

About

Detail

São Paulo, State of São Paulo, Brazil
Contact Charles regarding: 
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Full-time jobs
Starting at USD3.9k/month

Timeline

work
Job

Résumé

Jobs verified_user 0% verified
  • Amazon
    Customer Service Group Manager
    Amazon
    Nov 2022 - May 2024 (1 year 7 months)
    With direct report to Operations Manager for Brazil and the USA, leading a team of six coordinators and indirectly 120 associates. Responsible for managing Customer Service teams in the region, acting as the point of contact for engagement, recognition, and communication projects for the entire Customer Service team (over 600 associates). • Engagement Committee Leadership: Led the Engagement Committee, promoting recognition and stress reduction actions, achieving a job satisfaction index of 96% (600 basis points above the 90% target), Leadership Behavior at 93% (600 basis points above the 87% target), work stress at 72% (1,000 basis points above the 62% target), and reduced turnover to 1.2% (160 basis points below the 2.7% target). • Trai
  • C
    Customer Service Sr. Manager
    Companhia Brasileira de Aluminio
    Oct 2018 - Jul 2022 (3 years 10 months)
  • Kohler Co.
    After-Sales, Services, and Installations General Manager
    Kohler Co.
    Jul 2014 - Oct 2018 (4 years 4 months)
    With direct report to the LATAM General Manager, responsible for managing sales, Customer Service, technical support, and marketing for Brazil, leading a team of six coordinators and indirectly 115 employees, in addition to more than 30 business partners and responsible for the business unit's P&L. • EBITDA Growth: Increased average EBITDA from 22% to 32% annually. • Customer Satisfaction Improvement: Implemented policies and processes that raised customer satisfaction from 70% to 93%. • Sales Team Training: Trained the sales team, resulting in a 21% annual revenue increase for 3 years. • Strategy and Positioning: Led a strategy and positioning workshop for Kohler's after-sales area in the USA based on actions and achievements I led in
  • ABB
    Marketing, Sales, and Operations Manager – Components – Power Products
    ABB
    Jan 2011 - May 2014 (3 years 5 months)
    With direct report to the South America General Manager, responsible for managing sales, marketing, Customer Service, technical support, and operations for the South America region, leading a team of three coordinators and indirectly 80 employees. • EBITDA Increase: Increased EBITDA by 31% annually through market entry strategies to maximize penetration and acceptance of new products. • Failure Rate Reduction: Reduced failure rates by 847 basis points, from 8.5% per month to 1.3% per month, within the first 4 months of leading the Bushings and Tap Changers production.
  • A
    After-Sales General Manager – Robotics
    Jan 2009 - Jan 2011 (2 years 1 month)
    report to the General Manager, responsible for managing sales, marketing, Customer Service, and technical support for Brazil, leading a team of six coordinators and indirectly 75 employees and responsible for the business unit's P&L. • Sales Team Training: Trained the sales team, resulting in a 350% EBITDA increase in 3 years and a 17% annual sales volume increase. • Global Recognition: Robotics event. • Obsolete Inventory Reduction: Reduced obsolete inventory by 83%.
  • S
    Sales and Training Coordinator – Robotics
    Apr 2006 - Dec 2008 (2 years 9 months)
  • A
    Account Manager – Automotive and Consumer Goods Market
    Feb 2004 - Apr 2006 (2 years 3 months)
Education verified_user 0% verified
  • C
    CBA
  • Amazon
    Leading through Change
    Amazon
  • I
    Degree in Electrical and Electronic Engineering
    Instituto Mau de Tecnologia
  • Copenhagen Business School
    Strategic Management
    Copenhagen Business School
  • Fundação Dom Cabral
    MBA
    Fundação Dom Cabral
  • F
    Postgraduate in Business Administration
    FUNDAÇÃO GETÚLIO VARGAS - FGV