Experience

• 

  Lorenzetti ibe

  Jan 2003 - Sept 2008

  Production engineer

  Working for 6 years in Manufacturing Department. Responsible for all the Factory KPI's management, Expenses and Investment (Actives) forecast and budget management, conduction of Action Plans. Job Rotation Program: Experience being in charge of Production Line Management and of Material Planning and Production Control Department.

• 

  Sony ericsson

  Oct 2008 - Mar 2012

  Repair service manager

  This position covered all the activities related to Repair Centers management. Responsible for providing all the performance management and all support to Repair Centers in order to guarantee the SLAs accomplishment. Responsible also for all the interface between Sony Ericsson Customer Services Department and partners.

• 

  Blackberry

  Apr 2012 - Aug 2013

  Operations manager - south america

  This regional position covers all the activities related to Repair Operations management in Argentina, Brazil, Chile, Colombia, Ecuador, Peru and Venezuela. Responsible for providing support and performance management of Repair Operations regarding operational KPIs (ex: turn around time control, bounce and repairability), transportation, parts supply, demand forecast, financial subjects and billing reports' validation. Also responsible for contracts requirements execution and accomplishment.

• 

  Samsung electronics

  Sept 2013 - now

  This position covers all the activities related to Repair Centers management. Responsible for providing all the performance management and all support to Repair Centers in order to guarantee the SLAs accomplishment. Responsible for Service Network Strategy and Optimization and New Initiatives/Projects Implementation. Participant on Consumer Claims Analysis Group and also representing Samsung when required by Customer Protection Institutions (as PROCONs, COURTs and Ministério Público). The regional department performs the interface between Samsung Electronics Head Quarter and local Latin Subsidiaries. This position covered all the activities related to Customer Service Operations in Latin America, being responsible for providing support and performance management of operational and also customer experience KPIs.

  • Customer Service Director - Brazil

    Feb 2025 - now

  • Customer Service Operations Senior Manager - Brazil

    Mar 2021 - Feb 2025

  • Customer Service Operations Manager - Brazil

    Sept 2015 - Feb 2021

  • Customer Service Operations Manager - Latin America

    Sept 2013 - Aug 2015