Andre Pulcherio O E Sousa Email & Phone Number

Fort Worth, Texas, United States

CTDI launched a new operation to centralize the returns of all Radio Access Network equipment from AT&T. The returned devices are screened, repaired, and fulfilled to AT&T as replacement units.

Flower Mound, Texas, United States

Acquired a franchise and launched a new business.Launched operations by the end of May 2023. Managed sales, operations and the relationship with franchisor.

Sunnyvale, California, United States

Part of Reverse Logistics Operations group. Responsible to launch Screen & Clean capabilities for new products globally- Managed the launch of screening activities for over seventy programs in eleven different facilities ensuring reverse logistics, test solutions, cosmetic grading capability and quality feedback were in place;- Launched Screening facility in Canada generating warranty cost savings over $300K/year;- Implemented Scorecards in all Screen & Clean sites. Same system was introduced on the Repair facilities;- Created a capacity planning tool able to identify gaps in different sites and to drive fact based decisions in terms of investments and logistics strategy changes;- Acted as Operations Manager from the CVG2 Screen & Clean facility from Oct/15 to Apr/17. Peak return volume increased 80% and the throughput per hour increased 41% YoY. The efficiency improvement resulted in cost avoidance of $630K due to labor hours reduction;

Dallas/Fort Worth Area

Part of Americas Reverse Supply Chain Operations group. Responsible to provide customer support to Mobile Phones, Surface and X-Box- Introduced seven new products in 23 countries ensuring reverse logistics, repair network, web support and contact center readiness; - Coordinated field feedback process, including escalations to business units and resolution of product quality issues. Resulted in 53% field return rate reduction for Windows 8 smartphones in Americas;- Managed the Early Warning process (EWP) and field feedback planning, including early warning sample collection process; - Executed statistical analysis on repair data and monitored claim rate, identifying and taking action on trends and potential issues; - Supported “lessons learned” process by providing feedback to new programs regarding technical issues impact on warranty cost and customer satisfaction;

Dallas/Fort Worth Area

Part of Americas Customer Care leadership team, responsible to provide customer services for mobile devices. - Lead a team of seven lifecycle managers distributed in five countries;- Introduced three new Smartphone operational systems and 44 new products, ensuring readiness from repair network, web support and contact centers;- Managed the regional feedback and product field quality escalation processes, contributing to a reduction of 66% on field return rate from Windows 8 devices; - Reviewed warranty cost forecasting procedure. The implemented changes increased forecast accuracy and avoided € 6M over provisioning;

São Paulo Area, Brazil

Part of Nokia Latin America Customer Care leadership team, - Consolidated former Latin America and Brazil new product Introduction teams. Implemented standardized processes and improved launch readiness process; - Introduced 17 new products and one new Smartphone operational system to the service network and contact centers; - Managed the regional feedback and product quality escalation processes, contributing to a reduction of 30% on field return rate from mobile phones BU;

Part of Latin America Customer Care leadership team, responsible to support mobile devices. - Created and managed the Latin America Field Feedback team with Product Quality engineers distributed in four different countries;- Implemented the Corrective Action Process in the region to escalate product quality issues to PD teams;- Contributed to Brazil service network recovery project, which generated savings of €15M in one year;- Implemented standardized reporting from repair data across the countries. Developed statistical analysis tools to identify quality issues and potential fraud;

São Paulo Area, Brazil

Part of Brazil Customer Care organization. - Part of the account management team for Telefonica, Claro (America Movil) and TIM;- Responsible for new product introduction to the reverse logistics service network;- Managed service vendor’s performance, monitoring KPIs and defining scorecards; - Responsible for training delivery for the service network;- Coordinated carries’ technical approval activities including field tests;- Implemented statistical analysis from repair data and generated field failure rate reports;

São José Dos Campos Area, Brazil

Worked at Panasonic Brazil's Customer Satisfaction Division, supporting the Authorized Service Network, end customers and retailers. Main areas of responsibility were: - Provided Technical support to Service Network technicians and end users- Trained the Service Network on new wireless phones and fax machines launched- Localized service manuals and user guides for new products

São José Dos Campos Area, Brazil

Technical School teacher, responsible for Basic Electronics theory and laboratory courses. Oriented students graduation projects

São José Dos Campos Area, Brazil

Code development for SCD-2, a fully planned, constructed and qualified Brazilian data collection satellite.

Mba, Business

Bachelor, Electronic Engineering