Letícia Kalil Macuco

Experience

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  Bernardi, Leva e Guimarães Gallo Advogados

  Jul 2005 - May 2006

  Law Intern
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  Hewlett-Packard

  May 2006 - Sept 2007

  System Administrator

  First and second level support for based environment (tool which assists the patching and provisioning procedures, as well as health maintenance of midrange servers)Monitoring, support and troubleshooting for servers, routers, switches of Major Worldwide and US based companiesGeneral support on Operating System Management including UNIX SOLARIS, AIX and Windows Server NT/2000/2003Quality support towards service levels for offshore accountsSolid knowledge on Midrange server monitoring: Tivoli/TNG/PatrolSolid experience on EDS Operations, script issues, troubleshooting and Change management supportUpdates on operational process documentation, and contract change control Customer support and assistance during frequent conference callsChange and problem management assistance Show less

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  British Telecom - BT

  Oct 2007 - Feb 2011

  Service Level Manager - Quality & Improvement Department

  Working on the following work areas: Planning, Systems, Processes, Management Control, Internal Control, Evaluation of impact and opportunities for improvementResponsible for the development of customer reporting and action plans for process improvement according to the business objectivesResponsible for the integrity and accuracy of operational results Preparation and analysis of operational reports related to incident, problem and change managementImplementation of improvement plans based on results achieved by the operational teamOverseeing the work of the team and providing advice and coaching where appropriateParticipation of an internal standardization project with the purpose of resource optimization, implementation of automated tools, redesign of internal processes to reduce business costsDelivery and presentation of service level agreements to customer, based on customized contracts (Bespoke). Meetings with customer to define service level reporting modelsPreparation and coordination of scorecards, dashboards, KPI´s measurement, such as SLA, MTTR, proactivity, efficiency control, change measurement, problem and availability management reports, capacity reportsImplementation of a Business Intelligence solution for reporting management purposesKnowledge of all major tools used in the company, such as Siebel, Remedy Expedio, Concord E-Health, HP Service Center, HP Service Desk, Digital Fuel and Business Objects XI (SAP)Supplier management: weekly and monthly meetings with board of directors of Major Telecom companies identified as third party to discuss action plans for improvement and review of service levelsResponsible for the hiring process of personnel, such as position approvals, selection, interviews and salary negotiation Show less

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  IBM

  Feb 2011 - Feb 2012

  Quality Assurance Team Leader - Center of Excellence - Global Security Operations

  Process compliance coordinationSet up and management of an audit program for the Global SOC based on the Process and Program Quality Assurance Model (CMMI)Performance of internal audit routinesDevelopment and review of general operational processes based on ITIL v3 model Implementation of the following processes: event management, incident management, problem management and request fulfillmentProject coordination – Remedy & Compliance Development of internal service levels Management of the Global Operations performance Service Level Management responsibility Development of appropriate operational procedures, workflows, and awareness to improve the efficiency of the business unit Execution of processes to meet customer needs for improvement Show less

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  BT Global Services

  Feb 2012 - Aug 2015

  Client Services Manager

  Management of ‘in life’ development of a contract with a customer to enhance the customer experience. Development of new initiatives and Service Improvement Plans to increase customer satisfaction.Engagement with Project Management, Service Desk, Business Management and Delivery teams to ensure delivery of all customer contractual and business requirements. Responsible to deliver Service Levels. Development and presentation of Quality of Service monthly reports.Management of strategic Global customers, maintaining strong professional relationship, and responsible for overall client satisfaction with Services.Improve and sustain customer loyalty.End-to-end service management, including contracted KPI´s and P&L quality. Show less

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  Verizon Enterprise Solutions

  Sept 2015 - now

  Service Program Manager

  Service Level Management: monitor Verizon contractual key performance indicators (“KPIs”), service levels, and operating level agreements (“OLAs”) as determined with customer at engagement planning and kick-off. Identify SLAs not being met and liaise with involved departments to execute corrective action. Identification and corrective trends would be represented in a Service Improvement Plan. Develop, execute and maintain the Continuous Service Improvement Plan Project Management: provide management and direction for customer and Verizon service and project teams for execution of the Governance Plan. Conduct reviews to monitor Governance Plan progress and execute remediation as required.Contract Management: review customer contract performance for compliance with the master agreement terms, including monitoring of all minimum volume commitment thresholds and executing changes as needed. Risk Management: Develop risk mitigation strategies for customer services as determined with customer at engagement planning and kick-off.Relationship Management: Facilitate communication between Customer and Verizon executives including escalation and resolution of Verizon or Customer performance issues as required and oversee the initiation and resolution of performance issues requiring escalation and work with Customer and Verizon technical teams to define overall remediation plans.Financial Management –identification and resolution of issues negatively affecting the customer and Verizon financial relationship, such as revenue trends, contractual commitments, accounts payable, etc. Oversee resolution of identified inconsistencies.Service Integration – oversee service solution assessment, deployment and management for new services. Facilitate beneficial customer enablement by identifying and executing strategies to increase self-service utilization and expand self-service. Show less