Aldo Boetto (MSc, Six Sigma Black Belt, ITILv4)

Experience

• 

  Xerox

  Jul 1995 - Aug 2000

  Systems Support Engineer

  Provided expert support, systems integration, and project management within the Customer Service Division. Key Responsibilities include: ·Technical Expertise: Provided advanced support for complex solutions, integrating operating systems, networking, 3rd party providers and printing systems, ensuring high levels of customer satisfaction. ·Technical Escalation: Focal point for escalations, efficiently resolving critical issues. ·Solution Integration: Integrating new solutions, working closely with clients to ensure seamless implementation . ·Customer Support: Delivered exceptional customer service, addressing technical inquiries and providing effective solutions to complex problems. ·Product Specialist: Special printing systems specilaist.Key Achievements: ·Successfully resolved numerous high-priority escalations, maintaining strong customer relationships and trust. ·Played a key role in the successful integration of multiple complex solutions, ensuring minimal disruption to client operations.Skills and Expertise: Networking , Operating Systems, Printing Systems, Advanced Technical Support, Escalation Management, Solutions Integration, Problem-solving and Troubleshooting, System Performance Optimization. Show less

• 

  SITA

  Sept 2000 - Dec 2001

  Service Manager

  Working with key customers in Chile. Key Responsibilities and Achievements: ·Customer Relationship Management: Cultivated and maintained strong relationships with key customers, ensuring high levels of satisfaction and loyalty. ·Service Delivery: Oversaw the delivery of services to key accounts, ensuring compliance with service level agreements (SLAs) and exceeding customer expectations. ·Issue Resolution: Acted as the primary point of contact for escalations, effectively managing and resolving complex issues to ensure uninterrupted service. ·Performance Monitoring: Monitored and analyzed service performance metrics, implementing improvements to enhance service quality and efficiency. Show less

• 

  Entel

  Jan 2002 - Aug 2003

  Key Account Manager

  Key Responsibilities and Achievements: ·Focus on new business generation efforts, successfully identifying and acquiring high-value clients in the Chilean market. ·Developed and executed comprehensive sales strategies for outsourcing Contact Center solutions, driving substantial revenue growth. ·Cultivated and maintained strong relationships with major accounts, ensuring exceptional client satisfaction and long-term partnerships. ·Increased sales by proactively attracting new customers, leveraging industry insights and innovative approaches to meet client needs. ·Created compelling proposals and delivered persuasive presentations to top management executives, securing buy-in for advanced Contact Center solutions. ·Consistently exceeded sales targets, demonstrating a deep understanding of client requirements and market dynamics.Skills and Expertise: New Business Development, Strategic Account Management, Sales and Revenue Growth, Client Relationship Management, Proposal Development and Presentation, Market Analysis and Opportunity Identification, Outsourcing Solutions, Executive Communication. Show less

• 

  BELLSOUTH TELECOMMUNICATIONS INC

  Aug 2003 - Dec 2003

  IT Business Manager

  Key Responsibilities and Achievements: ·Business Development: Led the development of IT business strategies within the long-distance and corporate mobile sectors, driving growth and innovation. ·Stakeholder Engagement: Collaborated with internal departments to align IT initiatives with business objectives, ensuring seamless integration and execution.

• 

  SITA

  Dec 2003 - Dec 2011

  I led the delivery of exceptional service experiences to premier accounts across South America, driving customer satisfaction, optimizing service delivery, and fostering strong relationships with key stakeholders. Main responsibilities included: ·Service Strategy Development: Create and implement service strategies and improvement programs both internally and with third-party partners elevating the customer experience and ensuring service quality. ·Service Management: Managed the end-to-end service lifecycle for strategic accounts, leading cross-functional teams in multiple countries to ensure seamless service delivery and contract fulfillment. ·Customer Relationship Management: Building and maintaining strong relationships with key accounts, ensuring high levels of customer satisfaction. ·SLA Management: Acting as the SLA (Service Level Agreements) Manager for the Latin America and Caribbean Region, negotiating and monitoring service levels with customers and providers to ensure compliance and excellence. ·Operational Leadership: Overseeing operations for key accounts in the region, leading operational teams across multiple countries, and ensuring the effective implementation and monitoring of contracts. ·Customer Reviews: Conducted regular service reviews, analyzing performance metrics and customer feedback to identify improvement opportunities and implement process enhancements.Through strategic leadership and a customer-centric approach, I have successfully enhanced service delivery, optimized operational efficiency, and driven customer satisfaction for major accounts in South America, and increased revenue from contract renewals and service expansions. Show less Key Responsibilities and Achievements: ·Served as the Legal Representative and Country Manager, overseeing all administrative and operational functions of SITA INC BV and SITA SC in Chile. ·Led and managed the local Chilean operations, ensuring smooth administration and effective staff management. ·Oversaw and managed all local contracts and providers, negotiating favorable terms and ensuring optimal supply for operations. ·Ensured compliance with all legal and regulatory requirements, collaborating closely with the legal and HR departments to meet tax, health, and safety regulations.Skills and Expertise: Strategic Operations Management, Contract Negotiation and Management, Regulatory Compliance, Third-Party Vendor Management, Staff Leadership and Administration, Legal Representation and Liaison, Service Level Agreement (SLA) Management, Cross-functional CollaborationHealth and Safety Compliance, Strategic Planning and Execution. Show less

  • Senior Customer Service Manager

    Dec 2003 - Dec 2011

  • Country Representative Chile

    Dec 2003 - Dec 2011
• 

  Hewlett Packard Enterprise

  Jan 2012 - now

  I lead a multinational team responsible for delivering end-to-end services to HPE's customers. My role focuses on ensuring exceptional customer satisfaction while driving the growth of our service business within this region. Key responsibilities include: ·Overseeing the daily operations across four countries, ensuring seamless service delivery. ·Detecting and developing new service opportunities to expand our portfolio. ·Collaborating with cross-functional teams to enhance service quality and efficiency. ·Ensuring the achievement of revenue and gross margin targets while simultaneously meeting cost objectives. ·Implementing strategies to improve customer engagement and loyalty.Through effective leadership and strategic planning, I strive to exceed performance goals and contribute significantly to the overall success of HPE's service operations in the region. Show less I lead a multinational team of Account Delivery Managers responsible for delivering exceptional service management to HPE's largest regional accounts. In close collaboration with the global corporate team, I coordinate policies and strategies, ensuring seamless implementation across Latin America. Main responsibilities include: ·Foster strong relationships with major regional accounts and key stakeholders, aligning service offerings with their unique business objectives and evolving requirements. ·Develop and execute growth plans to drive increased adoption of HPE's services portfolio, facilitating deeper penetration within customer environments. ·Manage a cross-functional team to optimize service delivery, mitigate risks, and maximize value realization from HPE portfolio. ·Conduct regular service reviews, analyzing performance metrics to identify improvement opportunities and implement process enhancements, ensuring consistent delivery of industry-leading customer satisfaction. ·Collaborate closely with sales teams to uncover new revenue streams and cross-selling opportunities, leveraging in-depth customer knowledge to position tailored solutions effectively. Show less Responsible for end-to-end service operations in the country, leading a high-performing team dedicated to delivering exceptional customer experiences to enterprise clients. Key Responsibilities include: ·Lead a cross-functional team, fostering a culture of continuous improvement and customer-centricity, and driving operational efficiencies to enhance service quality. ·Conduct regular service reviews analyzing performance metrics to identify areas for improvement and implement process enhancements, elevating customer satisfaction levels. ·Serve as a trusted advisor to customers, providing strategic guidance on leveraging our service offerings to optimize their technology investments and drive business value. ·Service Delivery: Managing the installation, project management, product support, and proactive service delivery to ensure high quality and outstanding Customer Experience standards. ·Business Growth: Collaborate closely with sales and account teams to drive contract renewals, identify upsell opportunities, and facilitate new business growth within the services portfolio. ·Manage the profit and loss (P&L) for the company's service operations in Chile, implementing cost-saving initiatives while simultaneously achieving year-over-year revenue growth.By fostering a culture of excellence and innovation, I have driven substantial improvements in service quality and customer satisfaction, contributing to the overall success and profitability of our operations in Chile, including improved operational margins, increased customer retention rates, and elevated customer satisfaction metrics (CSAT). Show less

  • Services Delivery Operations Manager Chile-Argentina-Uruguay-Paraguay

    May 2019 - now

  • Client Management Focal in Latin America

    May 2021 - Oct 2024

  • Services Delivery Manager Chile

    Jan 2012 - Apr 2019