Glaucia Y.

Questioner
DISC Type : c

Atendimento Presencial | Head of Customer Success at EDP Brasil

São José dos Campos, São Paulo, Brazil

Overview

Glaucia is the Head of Customer Success at EDP Brasil, specializing in contact center management and customer experience. With a background in data engineering, she is also a four-time ISO 9001: 2015 Internal Auditor. Colleagues describe her as a strategic, visionary, and analytical leader who has won multiple awards for CX projects.

Outside of her core responsibilities, Glaucia is passionate about fostering a positive team culture, frequently celebrating her colleagues contributions and successes. She actively participates in community events focused on sharing knowledge and is interested in technology leaders like IBM and Oracle.

She won two separate gold awards in 2020 for customer experience projects, including being named "Best of the Best" at the ABEMD Awards.

Personality Overview

Cautious & Analytical

Systematic

Value Seeker

While they don't hesitate to ask questions, they are generally risk-averse and tend to be late adopters.  They prefer to fully evaluate every situation. They are more likely than others to negotiate on pricing and terms.

Topics They Care About

Customer Experience
Her role, publications, and multiple gold-medal awards are centered on elevating the customer journey and improving contact center efficiency.
Team Leadership
Her social media activity consistently highlights a focus on celebrating her team, fostering a positive culture, and recognizing employee achievements.
Digital Transformation
She leads digital projects using agile methodologies like Scrum and has deep expertise in data governance for commercial services.

Media Appearances

Glaucia has no verified media appearances

Work History

9-2024
Atendimento Presencial | Head of Customer Success at EDP Brasil
6-2022 - 10-2024
Contact Center e Canais Virtuais | Head of Customer Success at EDP Brasil
12-2021 - 6-2022
Especialista Engenharia de Dados at EDP Brasil
2-2021 - 12-2021
Analista Sênior Comercial - BackOffice at EDP Brasil
5-2015 - 2-2021
Analyst Sr. Contact Center, Digital & Social Analytics at EDP Brasil

Education

Postgraduate Degree from Centro Universitário FMU | FIAM-FAAM
Executive MBA from Centro Universitário FMU | FIAM-FAAM

More Information

Social Presence :

Prographics :

Exp : 13 Location : São José dos Campos, São Paulo, Brazil Job Level : Mid-senior Designation : Atendimento Presencial | Head of Customer Success at EDP Brasil
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Insights For Selling To Glaucia

During A Call Or A Meeting

DO's

  • Emphasize on objective proof of ROI, help them do a thorough evaluation
  • Back up any claims with data and numbers
  • Keep some extra margin in hand as they will likely negotiate the pricing

DONT's

  • Don’t overhype the product/pitch, keep it measured
  • Avoid rushing them, be polite and patient
  • Don’t depend too much on anecdotal evidence, it reduces their confidence

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Glaucia is

  • Confidence that the product provides ROI, effective pricing and process adherence matter the most to them.

  • Will you ever get a clear answer from Glaucia

  • It doesn’t come naturally to them but they can say no if they are not convinced.

Insights For Deal Planning

    How fast (or slow) will Glaucia move?

  • They can move at a reasonable pace while making their decisions if they have the necessary information.

  • Can Glaucia take some risk or not?

  • If they believe that they have analyzed the situation well, they can take a little risk.

You And Glaucia

Personality Compatibility


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