Ernesto Veras

Experience

• 

  Avianca Brasil

  Dec 2010 - May 2011

  Booking Agent

  • Call center;• Sell, rebook or cancel airline tickets in Portuguese and Spanish;• Loyalty program registration;• Loyalty Program Score Registration

• 

  Orange Business

  Nov 2011 - now

  ● Build and manage relationships with providers in Latin America.● First-level executive escalation for 46 providers.● Legal responsible for contracting providers in Brazil.● Weekly monitoring of partner Key Performance Indicators (KPIs).● Perform provider performance evaluations.● Develop and implement improvement plans based on agile methodologies.Key Achievements:● Change Maker Award: Recognized for generating collective value, achieving customer success, and promoting team spirit through proactive actions. Secured additional cost-free support from 12 company partners across Latin America, resulting in reduced expenses related to operational failures.● Change Maker Award: Awarded for leading the transition of team and processes unification between North America and Latin America into a single "Americas" sector within the Service Activation department, part of the Global Delivery Operations of the company. The estimated unification timeline was 10 months, and it was successfully completed in four. Show less ● Manage and lead a 20-member team.● Control Performance Indicators.● Legal hiring and monitoring of providers’ performance at executive level.● Strategic planning for project and process management.● Screen resumes and interview candidates, besides starting dismissal processes.● Carry out semiannual performance evaluations, and if necessary, generate individual performance improvement plans, in addition to carrying out individual monitoring within the set schedules.Main results achieved:● Responsible for implementing agile methodologies (SCRUM) in business strategy which generated an extra income of 1.8 million Euros in a single project in 2019.● Participation in strategic development forums aimed at continuous improvement which caused us to be the only Region in the Globe (5 in total) to achieve 6 out of 7 KPIs for three consecutive years (2018, 2019 and 2020).● Highest customer satisfaction in the world in 2020 (even during the pandemic), namely 9.3/10. ● Management with 0% staff turnover between 2019 and 2020. Sector was nominated as the “business case Show less ● Team leadership and technical support for processes.● Develop and deliver training on processes and project management.● Analysis and preparation of reports and presentations on team performance.● Focal point for negotiating deadlines and conducting weekly conferences with providers.● First tiers of support for troubleshooting and escalations related to customer service and process management. Main results achieved: ● Ambassador of Excellence Award (maximum level of customer satisfaction in a project) ● Increased productivity by 2.3% in my first 6 months as a leader.● Due to my higher organization skills, I was invited to set up a training program on best practices for organizing daily work. Show less

  • Escalation Manager

    Jan 2023 - now

  • Operations Supervisor

    Dec 2016 - Dec 2022

  • Operations Team Leader

    Jun 2015 - Nov 2016

  • Service Delivery Manager - LAM

    Sept 2013 - May 2015

  • Operations Analyst

    Nov 2011 - Aug 2013