Frank Valentin

Experience

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  ALCATEL

  Jan 1999 - Jan 2000

  Telecommunication Engineer

  - Launching of INTELIG telephony long distance operator in Brazil (domain of Intelligent Networ/IN)

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  GEMPLUS

  Jan 2000 - Oct 2002

  Technical Consultant Engineer

  - First GSM Technical Consultant in Brazil- Responsible for the launching of the first SIM card and OTA platform (Over-The-Air) in the Brazilian GSM market- Trained in Gemenos/France production plan (legacy Gemplus)

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  Atchik

  Nov 2002 - Feb 2005

  LATAM Project Manager

  - Launching of the main VAS service at OI mobile operator OI. 200.000 new subscribers in 4 months- Project management of SMS/WAP/WEB/MMS services at Telefonica in Spain, Optimus and Vodafone in Portugal

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  SMARTTRUST

  Feb 2005 - Apr 2007

  Presales Manager

  - Responsible for pre-sales of the first SIM Card solution platform in Brazil (CLARO mobile operator)- Technical support reference for the definition of the SIM card standards in the GSM RFP of VIVO mobile operator RFP (Telefonica Group)

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  BSMART LATIN AMERICA

  Apr 2007 - Jun 2008

  Project and Business Development Consultant

  - Launching of four new foreign companies (Finland, United States, India and Poland) as mobile operators service providers in Latin America- Development of marketing strategy and business model of content distribution (SMS/WAP/MMS/WEB)- 2 new contracts with mobile operators in Brazil (TIM and CLARO) on a revenue-sharing model

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  Celltick Technologies

  Jun 2008 - Apr 2010

  Senior Project Manager

  - Launching of CellBroadcast service in the subsidiaries of America Móvil group in Latin America- Coordination, service acceptance, of 20 people during 1 month between client teams in Peru (Lima) and the production team in Israel (Tel Aviv)- Coordination of virtual teams of more than 30 people between USA, Israel, Brazil and the customer’s subsidiaries in Brazil, Peru, Bolivia, Argentina and Mexico

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  Level 3 Communications

  Apr 2010 - Dec 2015

  Senior Customer Service Manager

  - Protection of USD 3M through SLA contract management. My actions: SLA contract revision, deep study of service metrics/KPIs, and reports presented to main stakeholders- Saved a contract of USD 300K by setting up a quality service improvement plan that built customer loyalty and brought new contracts of additional $70K MRR- Awarded by the LATAM Customer Service Wholesale Director as being a professional reference within the regional customer service management team- Training on customer service management methods for new hires (Brazil and USA)- Reference: LATAM & Caribbean Customer Service Wholesale Director Show less

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  Lumen Technologies

  Jan 2016 - Nov 2023

  Global Accounts Customer Service Manager

  Responsible for Customer Service Management of international global accounts from diverse areas such as IT, telecommunications, automotive and pharmaceutical.Focusing on customer success and customer experience.

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  Colt Technology Services

  Nov 2023 - now

  Senior Customer Service Manager