Tiago Yokoyama

Directed end-to-end digital transformation initiatives, redesigning marketing, sales, and customer service processes to enhance scalability and efficiency through continuous improvement cycles.

Managed complex project schedules, scopes, and risks, ensuring on-time and within-budget deliveries while consistently focusing on return on investment (ROI).

Implemented the Zoho CRM ecosystem with integrated automations, connecting marketing, sales, and customer service to boost team productivity and improve lead quality.

Applied Agile methodologies (Scrum) to lead collaborative projects, facilitating rapid delivery cycles and continuous adjustments to meet client needs.

Maintained effective communication with internal stakeholders and clients, leveraging a systemic vision to align solutions with business requirements.

Led strategic planning by integrating Product, IT, and Marketing departments, defining key KPIs for revenue, contribution margin, and conversion.

Managed budgets and P&L, calculating ROI for marketing initiatives and allocating resources to high-efficiency channels to maximize financial results.

Directed structured customer acquisition and retention programs in collaboration with department directors, enhancing operational efficiency and customer satisfaction.

Developed BI solutions and financial analyses for the entire operation, generating performance insights that informed data-driven strategic decisions.

Partnered with senior leadership to define and implement annual and quarterly OKRs and operational goals for the finance department.

Monitored key performance indicators, identified risks, and implemented action plans to optimize operations and anticipate improvement opportunities.

Structured critical functions within the finance team, including creating the Product Manager role, participating in recruitment, training, and implementing standard processes.

Developed onboarding playbooks and defined roles and responsibilities, ensuring efficient integration of new team members.

Identified margin optimization opportunities and led continuous improvement initiatives, fostering a results- and data-driven culture.

Planned and executed financial product implementation and system integration projects, defining roadmaps and technical requirements aligned with business needs.

Managed project scope, timelines, and resources with internal teams, partners, and suppliers, applying project management methodologies to meet planned deadlines and budgets.

Ensured regulatory compliance by defining appropriate technical architectures and information security standards.

Monitored initiative progress and coordinated end-to-end testing, ensuring high-quality solutions met business requirements.

Led the implementation of new Telecom projects, adopting a 360° business view to ensure comprehensive integration across all involved areas.

Designed and improved internal processes and workflows using Agile methodologies (Kanban, Scrum), fostering team autonomy and adherence to partner requirements.

Maintained continuous communication with external partners, serving as the primary point of contact to resolve demands and align deliveries with client needs.

Planned market growth and positioning initiatives, aligning strategic deliverables with telecom market expectations.

Oversaw the transition of an acquired health insurance brokerage into a unified digital operation, specifically focusing on the health vertical.

Structured internal processes, defined KPIs, and implemented IT systems, integrating Growth and Operations teams to ensure result traceability.

Implemented process automation and data management to enhance operational efficiency and reduce customer churn.

Designed and optimized financial flows (collections and payments), minimizing rework and accelerating the revenue collection cycle.

Translated directorial strategies and goals into operational action plans, communicating them to approximately 400 employees through structured rituals.

Monitored key performance indicators, identified gaps, and led process improvement projects that increased operational efficiency and reduced costs.

Served as a liaison between business and IT areas, prioritizing technology demands aligned with client objectives and participating in data governance processes to ensure compliance and information quality.