Pedro Rego, MBA

Experience

• 

  Capgemini

  Jun 2000 - Jun 2003

  Telecommunications Analyst
• 

  Wittel

  Jul 2003 - Nov 2019

  -Conduct consultative activities on the platforms deployed and maintained by Wittel evaluating the use and immersion of this platform, with the objective of improving the achievement of our clients' business results-Support in the development of new business and act with the latest technical and / or consultative reference of one or more products or solutions from the Wittel portfolio (GENESYS, CISCO and CONVERGYSY).- Assist in the implementation of Wittel solutions and in the activities of resolution of technical incidents.- International projects experience\training on United States, Argentina and Uruguay Show less - Development of voice applications for major IVR vendors such as Cisco CVP, Convergys(Intervoice) and Genesys.- International Experience training in countries such as United States and Argentina.- International Work (Uruguay/Montevideo) - Deployment and Development and IVR applications.- Major Enterprise customers assisted for different applications, installations and solutions: TELCO: OI,VIVO,TIM, EMBRATEL, ALGAR AirLines Company, GOL,LATAM.Banks: ITAU, BANCO ORIGINAL, SAFRA, GETNET, PANAMERICANO. Insurance: ALLIANZ, MARITIMA. Other segment diferents companys: FIFA, CONTROLAR, HABIB'S, NATURA.- Development of voice applications with automatic speech recognition (ASR) and text-to-speech (TTS) - Development Custom IVR reports using MS SQL and Oracle Server tools (Report, Integration);- Installation and maintenance of systems that use TDM and VoIP telephony networks. Show less - Development of voice applications for major IVR vendors such as Cisco CVP, Convergys(Intervoice) and Genesys.- Development Custom IVR reports using MS SQL and Oracle Server tools (Report, Integration and Analysis);- Survey of customer business rules and adapting to the solutions proposed Émerix (CRM Argentina);- Conduct business analysis for collection (Billing solution for contact center) and the appropriate surveys requirements;- Installation and maintenance of systems that use TDM and VoIP telephony networks. Show less

  • Customer Success Group Specialist

    May 2016 - Nov 2019

  • Senior IVR Analyst

    Jul 2008 - Nov 2019

  • IVR, CRM and Network Analyst

    Jul 2003 - Jul 2008
• 

  Logicalis Brasil

  Nov 2019 - Jul 2021

  Post-Sales Senior - Collaboration

  Post Sales Implementation Developer IVR and InfrastructureI am a technology professional specialized in implementing advanced solutions, focusing on Cisco CVP systems. My experience includes the successful development and integration of solutions with clients' legacy systems, ensuring smooth transitions and business continuity.I have been involved in deploying robust physical infrastructure and Linux-based servers to support streaming and other critical operations. This experience has provided me with a deep understanding of network architectures and ensuring that infrastructure meets performance and scalability needs.Additionally, I hold a certificate in Akamai - LCDN Configuration & Operation, further enhancing my expertise in content delivery and network optimization to streaming video companys.My approach involves close collaboration with cross-functional teams to understand client requirements, develop customized solutions, and implement technologies that improve operational efficiency and performance. I am committed to delivering high-quality solutions that not only meet but exceed client expectations. Show less

• 

  NICE CXone

  Jul 2021 - now

  Principal Technical Account Manager

  As a TAM, my role involves serving as an Account Manager, helping customers maximize the value from our products to drive growth and revenue for the company. My focus is on building strong partnerships that foster success for both clients and our organization.Account Management:I act as the primary contact for assigned enterprise accounts, ensuring the fulfillment of contractual deliverables and managing Service Level Agreements (SLAs). I provide ongoing customer education and enhance product usage. By developing productive relationships at all levels, I understand business goals and drive ROI through our products and services. I engage with clients to assess needs, share best practices, and resolve issues, collaborating with internal teams to address technical challenges.Key Responsibilities Include:-Exceeding customer expectations by improving processes and leveraging technology.-Resolving complex problems and providing exceptional advisory service to top-tier accounts.-Advocating for customers to help them succeed using our technology while expanding product usage.Project Management:I collaborate with Project Managers to ensure projects align with strategic objectives and are successfully implemented. I coordinate multiple projects for synchronization and timely completion.Promoting and selling the company’s product portfolio.Technical Expertise:I utilize troubleshooting skills and have in-depth knowledge of CX products, enabling me to meet customer needs effectively. I provide insights into competitive products and industry trends, sharing knowledge within the organization to drive innovation.Communication:I conduct regular service reviews, develop customized presentations, and ensure clear communication in all interactions. Leading meetings fosters collaboration, builds trust, and helps resolve escalated issues. I identify product improvements to enhance customer experience and provide training that boosts team effectiveness. Show less