Igor Oliveira

Experience

• 

  Orange Business

  Jan 2013 - Jan 2022

  Direct supervisor of the North America Service Delivery teams based in Petrópolis, Brazil and Atlanta, USA (21 agents and 2 Team Leads), acting as Third Escalation Support level for both the internal and the external stakeholders. Main responsible for driving improvements on the Delivery agents’ individual performance and overall quality of work, as well as their contribution to the department's Key Performance Indicators.Responsible for hiring, evaluation of staff performance and development of plans to support their career growth.Designated Americas SME (Subject Matter Expert) on the development and implementation of the company’s new order provisioning tool, used by different Service Transition teams. Participated in a workshop in Paris, France, which gathered experts from across the globe with the objective of accelerating the development of this tool.Created and implemented proactive process for management of orders with main Telecom partner for the North America region, which helped identifying projects in jeopardy that required management escalation. Exibir menos Main point of contact for any process or technical questions, acting as primary trainer and coach for the the North America Service Delivery Team.Second level of Escalation Support for internal and external stakeholders, directly managing or overseeing critical implementations that required management attention due to their strategic nature.Developed and provided remote training for a team that was offshored to India to manage the the company's largest customer implementations in North America. Exibir menos

  • Senior Global Project Manager

    Jun 2022 - Jan 2022

  • Operations Manager, North America Service Delivery

    Mar 2020 - Jun 2022

  • Supervisor, North America Service Delivery

    Jan 2016 - Mar 2020

  • Team Leader, North America Service Delivery

    Jan 2014 - Jan 2016

  • North America Service Delivery Manager

    Jan 2013 - Jan 2014

  • Intern - North America Service Delivery

    Jan 2013 - Jan 2013
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  Carta

  Jan 2022 - now

  Team Manager, LLC Implementations