Eduardo Molina

Eduardo Molina has extensive work experience in various roles related to customer experience, business intelligence, and credit recovery. Eduardo currently holds the position of Head of Customer Experience & Business Intelligence at Olos Tecnologia since June 2022. Prior to this, they worked as a Business Consultant at the same company from November 2021 to June 2022.

Before joining Olos Tecnologia, Eduardo spent a significant portion of their career at Bradesco. From February 2017 to October 2021, they served as the Manager of Credit Recovery for Digital Channels and Innovation, where they successfully implemented debt renegotiation through multiple digital channels, resulting in a significant increase in the amount renegotiated by clients. Eduardo was also responsible for introducing and managing digital and hybrid (phygital) collection processes in six external collection companies, leading to a reduction in call center expenses for the same delinquency levels.

From January 2011 to January 2017, Eduardo held the role of Cobrança Planning Manager at Bradesco, where they implemented strategies and practices in third-party debt collection portfolios, resulting in a substantial increase in credit recovery. Eduardo also introduced variable remuneration and SLA models using Balanced Score Card concepts in the outsourced collection operations, leading to a growth in recovery.

Eduardo's career began at Banco ibi, where they worked as a Supervisor of Cobrança Planning from June 2001 to January 2011. In this role, they were responsible for structuring and creating collection indicators, analyzing operational performance, and implementing predictive dialers and inbound operations compliant with service level and abandonment regulations.

Overall, Eduardo Molina has demonstrated expertise in customer experience, business intelligence, and credit recovery throughout their career, with notable contributions in implementing digital collection channels and optimizing debt recovery processes.

Eduardo Molina completed their education in 2002 at Centro Universitário da FEI, where they obtained a degree in Administração (Administration). Eduardo specialized in the field of study of Administração during their time at the university.