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Gabriel Dutra

Gabriel Dutra

Economic Projects Intern

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  • Timeline

  • About me

    SAP ECS Client Delivery Manager na SAP

  • Education

    • ESPM Escola Superior de Propaganda e Marketing

      2020 - 2022
      Pós-graduação Lato Sensu - MBA Economia Comportamental

      A Economia Comportamental, ao promover uma aproximação frutífera da Economia com outros campos do conhecimento, como a Psicologia, Marketing, Neurociência e outras ciências sociais, traz o benefício de sistematizar e concentrar em uma única área elementos fundamentais sobre como fazemos escolhas e vieses frequentes apresentados pela grande maioria dos indivíduos e instituições. Mostrará aplicações práticas para áreas de marketing, negócios e finanças com base em diversos estudos empíricos… Show more A Economia Comportamental, ao promover uma aproximação frutífera da Economia com outros campos do conhecimento, como a Psicologia, Marketing, Neurociência e outras ciências sociais, traz o benefício de sistematizar e concentrar em uma única área elementos fundamentais sobre como fazemos escolhas e vieses frequentes apresentados pela grande maioria dos indivíduos e instituições. Mostrará aplicações práticas para áreas de marketing, negócios e finanças com base em diversos estudos empíricos conduzidos nos últimos anos.No programa se analisa como as pessoas pensam e como é possível alterar o contexto decisório para provocar impacto nas decisões. O curso fornece as ferramentas necessárias para identificar oportunidades de intervenção, desenhá-las e testa-las de forma rigorosa para obter evidência que permita melhorar a tomada de decisão e criar valor para consumidores e organizações. Show less

    • Universidade do Vale do Rio dos Sinos

      2012 - 2017
      Bacharelado Economics

      Activities and Societies: Economics graduation encompasses the practice as well the analysis of the Brazilian and International economic conjuncture, considering all the relevant aspects and tools related to this field.Through the analysis of market trends and statistics, an economist is able to centralize several channels of information and analyze multiple variables.Econometrics and Statistics, Political Economics, Public and Private Business Management, National and International Economics, Micro and… Show more Economics graduation encompasses the practice as well the analysis of the Brazilian and International economic conjuncture, considering all the relevant aspects and tools related to this field.Through the analysis of market trends and statistics, an economist is able to centralize several channels of information and analyze multiple variables.Econometrics and Statistics, Political Economics, Public and Private Business Management, National and International Economics, Micro and Macroeconomics and Socioeconomic Development are some studied areas. Show less

  • Experience

    • SEBRAE RS

      Apr 2013 - Jan 2015
      Economic Projects Intern

      Suporte às atividades administrativas da regional, suporte aos projetos coletivos setoriais da regional, atendimento telefônico e suporte aos gestores.

    • SAP

      Mar 2015 - now

      • Engagement Management:> Conducts review meetings with the customer to discuss the service quality.> Delivers a quarterly balanced scorecard with KPI’s to ensure overall customer satisfaction (performance review). > Conducts service and business planning meetings to understands customer business needs explains aspects of SAP's overall cloud strategy and the growing portfolio. > Ensures adoption of S/4HANA and cloud standardization.> Drives transformation towards SAP Cloud Solutions.• Delivery Management> Is accountable and orchestrates onboarding/transition projects.> Single point of contact for service and support requirements of the customer regarding SAP cloud solutions.> Supports delivery/operations teams to perform and drive root cause analysis to completion.> De-escalates critical customer situations.> Plans and manages customer release and maintenance activities (establish a customer IT calendar).> Develops & implements quality plans for the customer.> Ensures service plan execution for Enhanced Managed Services and Cloud Application Services.• Account Management> Identify upsell opportunities.> Collaborates with sales to ensure upsell and renewal (participate in the deal review meetings if applicable).> Enable & ensures customer satisfaction surveys.> Supports commercial change requests. Show less • Provide a globally accessible escalation point for existing customer incident as well as drive proactive customer and internal communication in terms of critical escalation.• Fill in any process gap to ensure consistent and reliable processing of critical customer incidents.• Ensure visibility to our customers and internal stakeholders into any associated action plans for resolution toward critical customer incidents.• Deliver standard incident escalation trainings and workshops, performing knowledge transfer to internal staff and external customers & partners.• Provide stakeholder/customer management support for Support Consultants for complex requests. Show less 1st round: Critical Incident Management Team> Assessment and handling of broken processes in Support and Development.> Support of requests from different lines of business: from Cloud to all products.> Participation in Innovation Initiatives.> High interaction with Support and Development colleagues. 2nd round: Cloud Support Team> Root Cause Analysis of reported incidents.> Report software errors to Development.> Customer communication.> Handling of challenging situations.> Contribution to Forum. Show less

      • SAP ECS Client Delivery Manager

        Apr 2021 - now

      • SAP MCC Escalation Manager

        Mar 2016 - Apr 2021

      • Rotation Intern

        Mar 2015 - Mar 2016

  • Licenses & Certifications