Francisco Zapata is a seasoned consultant and executive specializing in internet service operation and customer support. He boasts over two decades of experience in call center operation and efficiency, having implemented process-oriented call centers with a strong focus on customer experience (CX) and success. Francisco is also among Brazil's earliest professionals to earn CXPA's CCXP certification. His leadership is characterized by example and active coaching of new leadership teams. Francisco holds an MBA in Management in the Global Economy from the University of Toronto, Rotman School of Management, another MBA from BSP Business School São Paulo, and a bachelor's degree in Mechatronics Engineering from the University of São Paulo. He heads Kentricos - Customer Centric Consulting, and has previously worked as Head of Customer Centricity and Customer Experience at Rokkets, Professor of CX at MBA SEDA Executive Education, Consultant at Zapata Consultoria, and former CCO Chief Customer Officer, Operations and Quality Director, Quality Director, Technology Manager, and Consultant at Accenture do Brasil.