Tatiana Herculano

Activist
DISC Type : Cd

Director of Operations at Concentrix

São Paulo, São Paulo, Brazil

Overview

Tatiana is a Director of Operations at Concentrix with over 20 years of experience in the customer experience industry. She leads a team of over 1500 in the LATAM region for a major tech client, focusing on enhancing customer satisfaction and profitability. Colleagues describe her as inspiring, professional, and a hands-on leader.

She is deeply passionate about people development and building effective teams, which she considers a core part of her leadership philosophy. Tatiana actively participates in industry conferences like Conarec to engage with peers and stay current on trends. Her interests include major technology companies like IBM and GE.

Unique fact: She is a COPC Registered Coordinator and holds a Lean Six Sigma Green Belt, combining expertise in customer experience standards with process improvement.

Personality Overview

Perfectionist

Observative

Logical And Quick

They care equally about the product and its potential impact.  They don’t always try to control the conversation but neither do they like yielding it fully. They can be nudged to make faster decisions by offering what they value.

Topics They Care About

People Development
Explicitly states a passion for developing people and building effective teams. Recommendations highlight her as an inspiring, people-centric leader.
CX Operations
Manages a large-scale operation and is certified as a COPC Implementation Leader, focusing on improving key metrics like efficiency and customer satisfaction.
Agile Culture
Holds a certification in adopting an agile culture for business growth, showing an interest in modern and flexible management methodologies.

Media Appearances

Tatiana has no verified media appearances

Work History

5-2019
Director of Operations at Concentrix
9-2016
Senior Ops Manager at Concentrix
7-2002 - 8-2016
Senior Operations Manager at TeleTech
2000 - 2002
Supervisor at AOL Brasil

Education

2012 - 2013
Master of Business Administration (MBA) from FGV - Fundação Getulio Vargas
1999 - 2003
Bachelor of Business Administration (B.B.A.) from Universidade Presbiteriana Mackenzie

More Information

Social Presence :

Prographics :

Exp : 26 Location : São Paulo, São Paulo, Brazil Job Level : Mid-senior Designation : Director of Operations at Concentrix
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Insights For Selling To Tatiana

During A Call Or A Meeting

DO's

  • Ask them questions confidently while doing discovery, don’t be apologetic
  • Stress on the business value that your product offers
  • Highlight the competitive differentiation of your product

DONT's

  • Do not give up if they are not convinced, try again with a different approach
  • Don’t expect them to change their mind quickly if they say no once
  • Don't try too hard to get friendly, let it happen with time

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Tatiana is

  • Belief in the product plays an important role, followed by objective proof and testimonials.
  • Will you ever get a clear answer from Tatiana

  • They may hesitate slightly, but if they are not convinced, they will say no.

Insights For Deal Planning

    How fast (or slow) will Tatiana move?

  • Their decision making speed is somewhere in the middle.
  • Can Tatiana take some risk or not?

  • They can take risks only after they have analyzed the advantages and disadvantages.

You And Tatiana

Personality Compatibility


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