Alexandre Massarini

Experience

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  IBM

  Feb 2004 - Apr 2008

  Telecommunications Technician

  Worked as a Telecommunication engineer responsible for IBM Brazil and Canada voice infrastructure in a very mixed environment what Avaya, Cisco, Genesys, Aura, and other devices.Worked on the infrastructure team where we were managing the entire IBM telephony environment, took part in the creation and transformation of the IBM Global Command Center into Cisco devices. Also worked migrating all the remote sites in Brazil for the new Cisco, centralizing the clusters in IBM Hortolandia making the administration easier and more reliable as well as the more cost-effective one we could avoid to pay for vendors maintain the old voice environment. This moment was a mark on my carrier where I had an opportunity to work in one of the first Cisco Call Managers realed and grow together with the technology. Show less

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  AT&T

  Sept 2008 - Feb 2014

  Voice Coordinator

  Moved to AT&T in 2008, where I was challenged based on my communications and technical skill to coordinate the voice engineering team. My team was responsible for supporting all the outsourced customer in two different technologies which were leaders of the market, Cisco and Avaya, as well as the PSTN providers who interconnect the services around the world, My AT&T team were composed of 70 highly skilled engineers running 24X7 with multi-language skill, supporting, several customers including USA departments, the main American Train company (AMTRAK), financial companies such AMEX, General Motors, Kimberly Clark and others. I was responsible for the team schedule, keeping the ticket quality, escalations, keeping the SLA and KPI´s to keep the customer satisfaction and quality of service at a high level of excellence.We were recognized as a centre of excellence in the services branches where the most complex issues and customers were moved to us to organize, adjust processes and make them standard, increasing customer satisfaction. Show less

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  BT

  Feb 2014 - now

  As Operations Manager I work on formulating strategy, improving performance, procuring material and resources and securing compliance. Aways mentoring my team members, finding ways to increase the quality of customer service and implementing best practices across all levels, Ensuring all operations are carried on in an appropriate, cost-effective way.Improving operational management systems, processes and best practices, Help the organization’s processes remain legally compliantconnected to strategic and operational objectivesmanaging the financial data and using them to improve profitabilityManage budgets and forecasts, another important and essential task is to perform quality controls and monitor production KPIs. Always connecting with the Human Resources team to recruit, train and supervise staff. Find ways to increase the quality of customer service. Show less In March of 2017, I was invited to come to BT Budapest to provide voice training for a service desk team, this team was being prepared to support one important customer of BT Hungary centre, where I was for 3 months, training and supporting the resolution of complex issues for that customer which resulted in a job offer of migration to Europe, the position offer was the configuration specialist, even the offer was not related to coordination or managing I really got interested on that once I knew that with my experience and communication skills, I would offer more than support in the configuration, but offer my help to organize and tied closer the communication with the customer and the teams making the work more homogeneous. As a result of that, I could make the work more fluid being the engineer who more implemented sites for that customer and receiving the recognition for the customer and of the project managers becoming the coordinator for the team in the first 3 months, with that, we could deliver the sites quicker than expected with almost zero issues bringing the customer satisfaction on the standard needed. I was responsible for distributing the services for the other engineers and analyzing the site needs and making sure we were deploying the sites as the customer requests, deploying tools to measure the results and efficiency as well as the automatization of the services to bring the implementation sharp and right on the first time. Show less Using the experience acquired as Senior Duty Manager, I could bring the organizational methods to the 3rd level, where is the last instance of support internally on the line of the support. My team acted as a consultant to the other levels and supported all the service desks globally on the BT space. As 3rd line coordinator, I managed the team with rightly skilled engineers providing excellence support for all voice customers in BT operations. as coordinator, I was responsible for keeping the KPI´s and allocating the proper engineer for each activity, collecting the details for each project and liaising with the project teams to bring the service as it should. I was in charge to review all the designs and approving the low-level design and documentation prior to the implementation and support. Some of the quality improvement reached:• Reduce the time for repair• Do things right the first time• Be more agile • P1 resolve on target• Reporting Services • Ticket logs with more quality information • Knowledge replication (training the trainer)• Better booking hours (beneficial for cost transfer)• Reduction of overtimes• BID consultants, helping to deliver the proper services and delivering without errors. Show less As Senior Duty Manager I was responsible for a team with 10 Duty Managers holding the escalations and providing quality updates in closer contact with the customer in major incidents. The team also were responsible for the Service Desk engineers providing support during their shifts once the Team Managers were not 24X7 covering the shifts.In my position, I was responsible to control the quality of delivering the training and helping to facilitate de communication with all the teams among the operations, investigating complaints, liaising with Customer Services and suggesting appropriate action.some of the Performance Indicators we could reached● Service Quality Targets● Service Standards ● Mileage Performance● Affective allocation of DMs● Management of DM annual leave● Liaison with engineers● Staff Feedback ● Customer Feedback● Quality of communication Show less I was responsible for increasing the quality and making the possible to reduce the volume of incidents which were increasing every day due to the approach the customer, using my experience I could drive the team to make amazing progress, reducing the volume of the incidents in 60%. We that we could increase the customer satisfaction. In addition, I became the SME for the Ambev account and working closely with the customer I could revert the negative view of BT with them bringing the customer experience to another level which brought BT into the spotlight being indicated as a vendor of the year for the first time in years. Another good milestone was to have the collaborators more motivated every day, resulting in the best moment for the voice team on the company, bringing our team as the role model team. Show less

  • Senior Operations Manager

    Mar 2018 - now

  • Configuration Specialist

    Sept 2017 - Mar 2018

  • 3rd line voice team coordinaror

    Oct 2015 - Sept 2017

  • Senior Duty Manager

    Jan 2014 - Oct 2015

  • Service Desk Voice coordinator

    Feb 2014 - Jan 2015