Ernesto Brizuela

Experience

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  Independiente

  Jun 1995 - Nov 1997

  Visual Animator and Computer Design

  Graphical Design and Arquitectural Graphics services.

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  Sykes

  Dec 1997 - Sept 2004

  Sykes Employee working as a Microsoft VendorCertified as a Microsoft Systems Engineer (MS Certified professional and MCSE), worked as a presales technical advisor by supporting the Telesales operation and their selling offerings delivered to small and medium business Central America and Caribbean customers. Also supported post-sales activities that promote the usage and implementation of Microsoft solutions; this facilitates the optimization of the usage of the products/solutions and also remove blockers on the selling cycle processes. Show less

  • Presales Systems Engineer (TeleSales operation)

    Jun 2001 - Sept 2004

  • Technical Support Representative

    Dec 1997 - May 2001
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  Microsoft

  Oct 2004 - now

  The Customer & Field Advocacy team at Microsoft is a global organization focused on advocating for Microsoft customers and partners. The CFA organization facilitates resolution of customer and partner related issues by connecting the field to experts and key decision makers across the company. Besides reinforcing Customers Satisfaction, the team also works on removing sales and business blockers. Role coverage: Central America, Caribbean, Andean and Puerto Rico.My current role is service manager for the team the covers the Central America, Andean and Caribbean locations; the results obtained on service delivery, operational excellence as well as business engagement have been recognized as best practices in the region Show less As the Regional team Operational lead I led the operational execution and drove positive results of the Latin America service Operation (Spanish and Portuguese). Also act as a liaison between the regional team and the global teams and represented Latin America in the global ROB (rhythm of business) meetings. During this time, also led the Regional team reorganization Project which involves among others, changing the centralized vendor operation to an Onsite Vendors Model distributed in different Latin America countries. Team regional reorganization was completed by also reporting consistent positive operational results. As Regional Project Manager, my role also included leading and participating in regional and global projects. Some of the projects included initiatives in areas such as: Team Readiness, tools and processes improvements, organizational Agility strategies, and Data Quality. Show less Latam operations manager and Contact Center Service Delivery Manager. (Customer Satisfaction Division within the Customer Service group)In charge of managing a centralized vendor operation located in Buenos Aires, Argentina which offered customer satisfaction services to the Spanish and Portuguese speaking Latin America countries. Some of the core duties covered with the role are: * Operations Management: Scorecard management, leading the team readiness and communications; Cross Group collaboration with other Customer Service line of businesses. As operations manager, also had the responsibility of presenting the team results on Regional Customer Service Business Reviews.  * Business Intelligent Projects: Voice of the Customer to be deliver internally to Customer Service and to other Microsoft business areas. * Project Management experience. Participate and led several project such as: Vendor Operations migrations projects, Hardware Product Replacements, Software Media Fulfillment and replacements. Show less

  • Azure Service Delivery Manager

    Jan 2017 - now

  • Americas Customer Advocacy Manager for Emerging Markets.

    Jun 2012 - Jan 2017

  • Latinamerica Customer and Field Advocacy Operations and Project Manager

    Apr 2010 - May 2012

  • Service Delivery Manager

    Apr 2009 - Feb 2011

  • Customer Satisfaction Specialist for Central America and Caribbean

    Oct 2004 - Mar 2009