Sales Operations leader for a leading global manufacturer of a wide range of technical products and services. Supporting the renewable energy industries. Responsible for new business development customers and customer retention. Assist customers buying and renewing contract of our SAAS and Forecasting services. • Salesforce.com CRM user. Direct Sales. Lead Generation. • Collaborate with the Science and marketing teams to put proposal together for potential new customers, and grow existing accounts. • Served the account management needs of more than 250+ global energy traders, windfarm builders and operators, solar farms, and energy investors.• Prepared, administered, monitored and completed more than 200+ contracts. • Served as internal sales manager for a suite of online SAAS tools, used to build forecasts and renewable energy analytics with dynamic online data delivery serving 300+ B2B customers• Activate renewal of licensing of the tool, for over 100 customers

Served as Customer Service Shift Leader for innovative Incident Management Agency supporting the Microsoft Azure account, responsible for developing award-winning user experience, and creating the systems to institutionalize CX excellence throughout all business operations.• Led a team of 13 incident communication mangers across 3 key lines of business - Executive Escalations, Social Media, and Crisis Communication.• Conducted 500+ of Voice of The Customer surveys, in collaboration with Microsoft employees, driving an 98% in customer satisfaction.• Helped grow the Azure Support Twitter community followers count by 12% in an 8-month period of time.

Helped recruiting, trained and managed a team of 22 customer service agents operating 24/7 support for leading digital travel company, supporting 43 languages to book 28M accommodation listings annually. Named 1 of 9 pilot teams for the High Performing Teams globally among 300+ teams.• Named WOW Winner, recognized for attaining 100% employee engagement for an entire year.• Coached and developed the team in processing of 366,00+ customer calls annually, driving an 120% increase in productivity per hour.• Designed and conducted 100+ weekly workshops teaching a wide range of hard and soft skills critical in employee development and engagement.

Led a group of dispatchers across four different states to help reduce the gap in process among them. Also increasedPaving the road to call center systems implementation, setting strategic direction

Promoted from Senior Customer Advocate to Quality Analyst supporting Xbox Customer Service. Communicated in Portuguese and Spanish with 400+ internal and external customers and partners.• Slashed the turnaround time of Xbox console replacements from 45 to 15 days. Focused on their logistic issues. • Designed Customer Experience survey to measure escalations team CSAT • Served as part of the Six Sigma core management group, driving a change in internal partners by shifting volume to the appropriate channel of support, which resulted in the elimination of $175K of operational waste annually. • Created a suite of new processes, documenting and generating training materials to analyze operation defects through mapping, as well as identifying opportunities for process improvement, which resulted in the 32% reduction of wasted efforts across the business. • Supported legal departments in 5 countries on a daily basis to support Microsoft on 30+ court cases.

• Analyze Google ads for quality and accuracy, according to established guidelines• Internet research• Worked independently from home office.

• Help bridge the gap in communication between English and Portuguese speakers• Trained on medical, insurance, legal, technological and customer service• Compliant with confidential information document policy• Passed medical certification exam.

• Keep files and medical records updated• Customer support via emails and phone calls • Resolve issues presented to me by patients and doctors• Calendar management for the office • Checked insurance information

• Check passports and any other necessary travel documents for fraud• Detected multiple cases of document fraud, avoiding penalties of thousands of dollars to the company• Passenger check in• Update daily passenger and flight files• Ticket sale and charging any necessary fees for ticket upgrades or date change• Passenger and baggage screening; Send daily documents to destinations• Accomplishments: Training from the American Embassy for document fraud completion, training certification for customer service school.