Clovis Dias Da Rocha Email & Phone Number

São Paulo, Brazil

Brazil

Brazil

I'm responsible by management of the Customer Services team, supporting the sales team by provide the solution and correction in the process to Customer due a deviation during the negotiation to improve the customer experience and satisfaction. I have being working also with the internal teams in initiatives that improve the NPS (Net Promoter Score). As.

Americas

• Responsible for all processes and deployment of strategies related to pricing communication to commercial, consumer and enterprise partners in North America and Latin America.
• Experience in management and coordination of virtual training for partners in Americas about tools to help partner place order, quotation and negotiation with HP.
• Work with Product Category Manager in new product introduction process to guarantee all information related to product price is communicated to partners.
• Monitoring the metrics and quality of the information provided by teams and price tools.
• Maintaining relationships with the partners and business units as the focal point of pricing for North America and Latin America avoiding impacts in orders and contribute achieving sales goals to business.
• Negotiating with Regional Operations Support Sales Structure to implement new projects in Latin America and North America..Results:

Brazil

• Work with the Product Category Managers to prepare and provide price and promotion information to partners in LA.
• Managing the communication between HP and sales partners to guarantee 100% updates and recent content provided by the business
• Making first contact with new sales partners to establish internal support and to demonstrate tools.
• Managing the team responsible for publishing content and informative materials in HP Partner Portal, providing initial training for new sales partners to know the processes and available HP tools.
• Managing the team responsible for Global Product Catalog for all sales partners in Latin America.

Brasília Area, Brazil

• Monitoring the levels of Consumer Customer Satisfaction for Brazil.
• Extension of ombudsman to solve issues related to support experience with Consumer Products
• Development of reports with root cause and monitoring the action plan to solve issues.
• Served as Voice of the Customer for new introduction support processes.
• Represent consumer support segment in press.
• Define, coordinate and implement processes.

Brazil

• Provide and coordinate the operation of parts sales for entire HP Services Network, ensuring compliance with monthly quote.
• Application and implementation of promotions, develop portfolio, programs and special discounts.
• Increased levels of availability of parts to final customers.
• Monitor the levels of credit partners.Results:
• Improve the volume sales with quote of U$ 500k per Month.

Brazil

• Main responsibilities:
• Management of 25 Authorized Service Centers.
• Monitoring Service level of Channels.
• Defining, monitoring and ensuring compliance metrics related to support processes to the final customer, establishing strategic plans and improvement.
• Maintain customer satisfaction.Results:
• Integration of service networks, promoting the alignment of service levels and reducing operational costs by 30%.

Master Of Business Administration (Mba), Marketing, 4

Specialization in Marketing Services

Black Belt Certification, Lean Six Sigma

Participate in internal project to improve the operation results applying the Six Sigma metodology as Black Belt leader involving.

Green Belt Certification, Lean Six Sigma

Activities and Societies: Internal Projects to improve customer satisfaction Debate TeamTook part in an internal project to improve the.

Bachelor Of Business Administration (B.B.A.), Business/Office Automation/Technology/Data Entry

Administration specialization with emphasis on analysis systems

Electronic Technician, Electrical And Electronics Engineering, 4

Accounting Technician, Accounting And Business/Management, 3