Experience

• 

  Atento

  Aug 1999 - Aug 2000

  Support analyst i

  Administered and supported tier I to Avaya Contact Center platform.In charge for infrastructure implementation to new customers, training and support for end users.

• 

  Telesul sistemas

  Aug 2000 - May 2006

  Support analyst ii

  Implemented and maintenance Avaya platform on many customers working with the follow products and solutions: Definity and CM (PBX), CMS and BCMS (contact center reports), Audix, Octel and Modular Messaging (voicemail solution), IVR (interactive voice response), Nice and Witness (recording).Supported Avaya customers as tier I and II from the Avaya’s office as a third-part.Remote support to Avaya customers to Caribbean and Latin America (Portuguese and Spanish Language).

• 

  Avaya

  May 2006 - now

  Dedicated liaison between Avaya and big customers to improve customer satisfaction and to meet service level agreements. Critical cases management, escalation, reporting and customer stewardship. Possess and maintains a clear understanding of key customer service entitlements and proactively monitors on a daily basis. Engage different areas inside Avaya to provide the best post-sales and improvements to the customer. Responsible for main accounts in Brazil and Caribbean (Bahamas, Jamaica and Trinidad & Tobago) such as Contax, Bradesco, Vivo and HP. Show less

  • Customer Success Manager

    Dec 2022 - now

  • Client Service Manager II

    Nov 2014 - Nov 2022

  • Technical Support Engineer

    May 2006 - Oct 2014