Rafael Almeida

Researcher
DISC Type : Cs

Head of Contact Center and Digital Channels at EDP South America

São José dos Campos, São Paulo, Brazil

Overview

Rafael Almeida is the Head of Customer Success at EDP, specializing in customer service operations, digital channels, and managing large teams. With a background including an Executive MBA from Universidade Paulis, he has extensive experience in BPO and contact center management. Colleagues describe him as competent, dedicated, and calm under pressure.

He is passionate about leadership and professional development, holding a certification in Personal & Professional Coaching and having completed courses in leadership. Rafael actively explores the intersection of technology and customer relations, showing a keen interest in how strategic partnerships and new platforms can enhance service delivery.

Rafael led his team to win a first-place award at The Customer Summit for the "Best Customer Enchantment Strategy (BPO)".

Personality Overview

Perfectionist

Cost Conscious

Self-Disciplined

They tend to have clarity about their needs and constraints, and are unlikely to over-promise.  Being observant comes to them naturally. They do not like taking risks at all and go for proven options in the end.

Topics They Care About

AI in Customer Service
He actively discusses and implements AI to transform customer interactions, using it to monitor thousands of daily calls for compliance and personalization at EDP.
Customer Experience (CX)
His team won a gold award for "Best Customer Enchantment Strategy. " He frequently speaks on transforming the customer journey and enhancing engagement.
Digital Channels
He emphasizes using digital channels like WhatsApp, combined with technology and strategy, to simplify and accelerate the customer journey.

Media Appearances

Rafael has no verified media appearances

Work History

9-2024
Head of Contact Center and Digital Channels at EDP South America
1-2020 - 9-2024
Head of Customer Service (face to face) at EDP Brasil
11-2017 - 1-2020
Senior Analyst at EDP Brasil
8-2014 - 11-2017
Executive Manager BPO at Grupo Provider
1-2012 - 8-2014
BPO Manager at Grupo Provider

Education

Bacharelado em Administração from Universidade Paulista
Executive MBA from Universidade Paulista

More Information

Social Presence :

Prographics :

Exp : 19 Location : São José dos Campos, São Paulo, Brazil Job Level : Mid-senior Designation : Head of Contact Center and Digital Channels at EDP South America
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Insights For Selling To Rafael

During A Call Or A Meeting

DO's

  • Share whitepapers or case studies that showcase measurable results instead of just telling customer stories
  • When following up with them, expect slowness; use questions to engage them, preferably over email.
  • Share a one-off customer success story but keeps the focus on highlighting objective, numerical results

DONT's

  • Don’t overhype the product/pitch, keep it measured
  • Avoid winging it with them particularly, answer a question only if you know the answer well
  • Don't ask them to move fast, let them take their time and digest all the information

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Rafael is

  • Proof of usage by others in the industry, case studies showing ROI are likely to work the best with them.
  • Will you ever get a clear answer from Rafael

  • They don’t say no often, they push out the decisions or keep going around in circles.

Insights For Deal Planning

    How fast (or slow) will Rafael move?

  • They are some of the slowest movers and take their time reaching decisions.
  • Can Rafael take some risk or not?

  • They have very low acceptance of risk even if they do not say it directly.

You And Rafael

Personality Compatibility


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