Experience

• 

  Kaba - task sistemas

  Jul 2012 - Jan 2014

  Técnico em eletrônica
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  Arché engenharia

  Jan 2014 - Jan 2015

  System developer

  Responsible for firmware development and updates for electronic substation monitoring equipment (telecom), supervisory software on the Elipse platform (E3, SCADA, and EPM), and conducting inspections on data center supervision systems operated by Remote Terminal Units.

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  Dormakaba brasil

  Aug 2015 - Nov 2023

  Responsible for developing and implementing service and contract management strategies, leading technical, administrative, service commercial teams, and data analysts. Ensured contract growth and retention, improved customer experience in implementation and post-sales, met various SLA levels, and achieved profitability with periodic revenue targets and cost optimization.Service Management: Led a high-performance team of coordinators, technicians, administrative consultants, data analysts, and service providers, totaling around 95 members, ensuring the best and most comprehensive customer service experience.Innovation: Established the Business Intelligence vertical in Services, gathering and analyzing data for strategic decisions in Services, Operations, and Finance.People Management: Fostered a healthy and positive environment with 1:1 sessions, performance evaluations, employee coaching, hiring, and resource reallocation.Continuous Improvement: Developed strategic plans to enhance customer experience, business profitability in Services, and people development, aligned with executive directives.Market Growth: Expanded technical geographic presence and profitability with service contracts in Brazil and Latin America.KPI Alignment: Defined, monitored, and reported technical service KPIs to the global group base. Show less Responsible for customer satisfaction and operational efficiency, I proactively coordinated field service activities, from scheduling visits to post-service follow-ups. I ensured high service levels and effective, timely problem resolution.Service Management: Close collaboration with sales, operations, and technical support teams to ensure seamless communication and an integrated approach to delivering customer solutions. Developed and maintained strong client relationships, serving as the primary point of contact for their needs and concerns.Innovation: Initiated the outsourcing of low to medium complexity activities, implementing the SWAT format for technical teams.People Management: Directly led internal and external teams, as well as subcontracted companies operating in the state of São Paulo.My efforts ensured a positive experience in all customer interactions, enhancing the efficiency and effectiveness of technical operations. Show less Responsible for ensuring the efficient and reliable operation of time&attendance and access control equipments by conducting preventive and corrective maintenance on a variety of devices, ensuring their optimal performance. Actively contributed to the identification and resolution of issues, applying my technical knowledge to precise diagnostics and effective solutions in high-importance contracts in Brazil. Additionally, proactively collaborated with interdisciplinary teams and stayed updated on the latest technologies and maintenance practices in the field, integrating technical expertise with administrative objectives, ensuring an engaging synergy between the two. Show less

  • Technical Assistance Manager

    May 2020 - Nov 2023

  • Customer and Field Service Coordinator - São Paulo

    Jan 2018 - May 2020

  • Electronic Maintanance Technical ML

    Aug 2015 - Feb 2018