Cesar Cotrim Email & Phone Number

Melbourne, Vic, Au

Australia

Key Responsibilities:eLearning: Design, develop, and deploy eLearning content, courses, and training materials that align with organisational objectives and maintain elite content standards.AI-Powered Video Training Development: Leverage advanced AI platforms to create engaging, customised training videos that align with organisational objectives. This role involves producing videos with interactive elements to enhance learning outcomes.Technical Writing: Author clear, user-centric technical documentation on collaboration platforms, specifically Confluence, catering to both internal operational processes and external customer requirements.Collaboration: Partner with project leaders and SMEs to develop compelling learning experiences using eLearning tools, AI video platforms, and the Intranet.Feedback & Refinement: Integrate feedback mechanisms, enhancing eLearning content and documentation based on user feedback and performance metrics.Face-to-Face and Online Training: Conduct regular training sessions for NV1 cleared project implementation managers, promoting ongoing learning and professional development.Trend Analysis: Stay updated with the latest eLearning and technical writing trends, integrating innovative tools to elevate training outcomes.Project Management: Supervise training project schedules, ensuring the on-time delivery of all training materials within budget.

Australia

Responsible for managing projects to deliver complex solutions of fibre services over DWDM and MPLS network. Manage the delivery of expedited projects. Support the day to day management and performance of the Service Delivery team, including leadership, direction and motivation of staff and ensuring the ongoing development of the Service Delivery team through training, mentoring and coaching. Monitor progress towards the achievement of goals, identifying problem areas and taking corrective action when necessary to ensure the quality of service and prevention of future problems. Provide a supportive and productive environment for the team. Act as a communication point between the team and the wider business. Support the selection, induction and education of new staff. Ensure that staff are provided with technical awareness and training for all new and existing products / services. Support team engagement through varied work activities. Ensure the team manage orders according to established processes and in line with defined lead times. Responsible for ensuring the team delivers consistent and exceptional customer service to strengthen relationships with customers and ensure customer satisfaction and a positive customer experience. Manage escalated customer issues ensuring positive resolution and target CSAT levels maintained, which may include interaction with customers, vendors and the wider business. Assist with the investigation, management and the identification of potential improvement initiatives associated with customer complaints, trend management etc. Facilitate process improvement to improve the efficiency of the team; adapt behaviour and work methods in response to new information and changing conditions

Brazil

Multinational Investment formed by Opportunity Bank-Brazil and TIM Telecom Italy - Italy; Products: Mobile Phone, Land Phone, Broadband Services, and Digital Television; Revenue: US$ 6.2 Billion; Employees: 20,451; Subscribers: 16 million.Oversaw planning, budgeting, knowledge management, and project management from development to operational consolidation. Reported performance outcomes directly to the CEO. Led business process design and quality assurance initiatives, focusing on reducing contract breaches, controlling fraud, and ensuring payment guarantees. Managed an 84-member team, including 5 senior coordinators. Collaborated closely with cross-functional teams including Engineering, IT, Sales, Marketing, Logistics, Credit, and Finance."

Brazil

Multinational - Opportunity Bank - Brazil and Bell Canada – Canada; Revenue: US$ 1.6 Billion; Employees: 1,600; Subscribers: 4.8 millionResponsible for project management and operational management on the consolidation of the operation implemented.Managed a team of approximately 4 coordinators and 25 annalists, with complete responsibility for all call centre related activities including liaising with customers, engineering, IT, sales personnel, marketing, logistics, credit and finance.

Brazil

(Multinational - Opportunity Bank -Brazil and Bell Canada – Canada); Revenue: US$ 250 million; Employees: 800, Subscribers: 1.4 millionResponsible for project management and operational management on the consolidation of the operation implemented. Managed a team of approximately 3 coordinators and 15 annalists, with complete responsibility for all call centre related activities including liaising with customers, engineering, IT, sales personnel, marketing, logistics, credit and finance.

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