Celso Tonet

Evaluator
DISC Type : Csd

Diretor de experiência do cliente at Claro Brasil

São Paulo, São Paulo, Brazil

Overview

Celso Tonet is the Customer Experience Director at Claro Brasil, leveraging over 25 years of telecom industry experience to make the company more customer-centric. He holds a Masters degree in Business Administration with a focus on Organizational Behavior and is recognized as a leader in CX transformation.

Described by colleagues as a focused, dedicated, and pleasant professional, Celso is considered a family man with great emotional balance. He believes that a passion for observing people and understanding their needs is the secret to a successful career in customer experience, a principle he applied when running his own consultancy.

He was named one of the 20 most inspiring leaders in the 30-year history of the respected industry publication, Consumidor Moderno.

Personality Overview

Thorough Evaluator

Quality Focused

Fast But Analytical

They focus on the results, but can still be quite procedural and analytical about how to get there  They are not very likely to become strong advocates of your product or service They have a unique set of diverse traits where they are decisive and methodical but can sometimes be extra cautious and skeptical

Topics They Care About

Customer Centricity
His core mission at Claro Brasil is embedding a customer-centric culture. He frequently speaks on this topic and is recognized as a key leader in the field in Brazil.
AI in Customer Service
He is leading Claro's expansion of generative AI to unify customer service systems, improve cross-selling, and create more proactive and efficient customer interactions.
CX Metrics & Strategy
He emphasizes a strategic approach to metrics like NPS and focuses on continuous improvement by prioritizing the voice of the customer to drive retention and loyalty.

Media Appearances

A Experiência do Cliente na Claro Brasil com Celso Tonet. Featured in YouTube

See Now

Work History

5-2022
Diretor de experiência do cliente at Claro Brasil
5-2009 - 6-2022
Diretor de Operações de Atendimento e Call Center at Claro Brasil
9-2006 - 5-2009
Gerente Planejamento e Controle Operacional at Brasil Telecom
12-2000 - 9-2006
Consultor at Promon Engenharia
9-1999 - 5-2004
Gerente Consultoria at K2 achievements

Education

8-2021 - 8-2021
Liderança from Pontifícia Universidade Católica do Rio Grande do Sul
2005 - 2007
Mestrado from Universidade de Brasília

More Information

Social Presence :

Prographics :

Exp : 29 Location : São Paulo, São Paulo, Brazil Job Level : N/A Designation : Diretor de experiência do cliente at Claro Brasil
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Insights For Selling To Celso

During A Call Or A Meeting

DO's

  • Help them weigh the risks by sharing objective proof points instead of anecdotes and examples
  • Be prepared for comments or questions that are critical of your product or your claims
  • Showcase how you can impact results but also make sure that you share detailed information too

DONT's

  • Avoid making strong statements, instead invite them to agree with you by asking them questions
  • Don’t nudge them to do something by using the logic that others have done the same
  • Avoid inviting them for any social interactions until you have built some rapport with them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Celso is

  • ROI matters the most to them, followed by process and finally proof of results
  • Will you ever get a clear answer from Celso

  • They might hesitate a little, but will go ahead and say no when necessary (or asked)

Insights For Deal Planning

    How fast (or slow) will Celso move?

  • They are unlikely to move very fast, especially when it comes to new products or services
  • Can Celso take some risk or not?

  • They have relatively low risk-appetite and are not very likely to go for something unproven and risky

You And Celso

Personality Compatibility


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