Experience

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  Pirámide s.a.

  Jan 1984 - Dec 1984

  Field enginner
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  Equipment maintenace

  Jun 1986 - Jan 1989

  Owner
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  Dynamics system

  Jan 1989 - May 1991

  Field engineer
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  Tevycom fapeco s.a.

  May 1991 - Feb 1994

  Account manager
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  Orange business services

  Mar 1994 - Nov 2011

  • Incident and Problem Management for Rio de Janeiro´s MSC (Major Service Center - 250 agents) supporting North America, Latin America, and Europe.• I managed a 24-person team and was responsible for personnel selection, distribution and functions, schedules, training needs, and agent performance reviews and assessments. • I oversaw audits and reports to senior management, served as the SME for the resolution of chronic and/or complex cases, and developed groups processes to improve operations and meet targets.Audits and reports to senior management.• In previous roles within the company, I worked as a Level 3 Supervisor of a 5-person team and acted as the SME; served as a Level 2 Expert Agent supporting the regional Helpdesk migration to the Major Service Center (MSC) in Rio. I was transferred to Rio de Janeiro based on my high level of knowledge of the region and processes in order to ensure a smoothly service transition of service. Projects:•Lean implementation: I participated in the Lean pilot project to implement it within our Customer Service Operations at a global basis.•Central America’s Telco management consolidation into Rio MSC. Cost reduction of 50% in our operations for the region and an important customer satisfaction improvement due to an enhanced procedure.•Telco group restructuring. Group dedicated to deal with our Telco providers where I redefined its operation and scope. Successfully implanted.•Creation of a new handover procedure to improve our KPIs in the 2nd support level team. Successfully implanted.•New Interlock procedure between 1st and 2nd support levels to improve our KPIs and increase customer satisfaction. Successfully implanted.•ITIL implementation and Harmonization process to standardize operation at a global basis. Show less

  • Customer Service Manager

    Jan 2011 - Nov 2011

  • Incident & Problem Management Supervisor

    Nov 2000 - Jan 2011

  • Helpdesk Manager

    Mar 1994 - Apr 2001
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  Verizon business

  Nov 2011 - Nov 2022

  Service program manager

  • I managed the client, finance and contract relationships for the main corporate accounts in the LATAM region (Volkswagen, Cargill, Dell, Techint, SAP, Ricoh and Bridgestone among others). • Service Governance responsibilities included technical and financial service reviews, network performance (transport, hardware and configurations analysis), network improvements (Capacity, QoS, Routing, etc...) and incident and escalations management.• I was responsible for service-level management (e.g. breaches, penalties) and for implementing continuous service improvement (technical, operational and customer education). Show less

• 

  Grupo vía

  May 2023 - Jul 2024

  Head of operations and technical support

  I was responsible for the operations and technical support of a digital advertising network of more than 500 points of presence. Also looking after installations and new equipment requirements.I developed a monitoring system to supervise the whole network and a system integration with our ticketing system in order to generate automatic tickets. It was a big improvement in our operation.