Alex Zanon
Bento Gonçalves, Rio Grande do Sul, Brazil
Summary
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SeniorAlex Zanon is a customer operations leader with over a decade of SaaS experience, currently guiding the Support organization at Olist Tiny with 100+ staff across Trial, Support, Finance, and Tax. He combines strategic thinking with data-driven execution, pioneering AI-enabled service channels and automations to boost efficiency while preserving personalized customer experiences. Under his leadership, CSAT surpassed 95 and NPS reached 70, aided by initiatives like the Tiny One-to-One training program and the creation of an Ombudsman team that raised the reputation score and achieved RA1000 certification. He excels at cross-functional collaboration with Product, Customer Success, and BI, leveraging NPS, NRR, churn prediction, and Health Score frameworks to drive measurable improvements. His technical breadth spans Salesforce, Zendesk, ERP/WMS systems, and scalable onboarding and coaching of turn-key service squads. Based in Rio Grande do Sul, Brazil, he holds an MBA in IT and an xBA in Exponential Business Administration, reflecting a blend of people leadership and technical depth.
10 years of coding experience
Stackoverflow
1reputation
0reached
0answers
0questions
Github contributions (5)
alexzanon/chess-system-java
Aug 2019 - Nov 2019
Contributions:26 pushes, 1 branch in 2 months
alexzanon/levprocess
Dec 2015 - Jan 2016
Contributions:9 pushes, 1 branch in 1 month
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