Dario Bugatti Email & Phone Number

São Paulo, Sp, Br

Responsible for:-Bringing and localizing software from the other offices to Brazil.-Understanding client needs and putting together requirements for software development-Extracting and analyzing data for loyalty programmes clients-Tech infrastructure for the Brazilian office

Worked initially as internet manager, with a small team of 4 people. First challenge was to build a brand new website (www.lopes.com.br), which became one of the 3 biggest real estate websites in Brazil. At the beggining we had no more than 20.000 unique visitors per month. After less than 2 years we reached more then 1million unique visitors per month. The team, as well as our responsability, grew up to more than 20 people. Accomplishments:-Strategic planning, requirements, software developement and maintenance for the websites www.lopes.com.br, www.pronto.com.br and www.credipronto.com.br. -Development of a new CRM system, designed to replace Siebel, which is a very well known CRM system. It was replaced with great benefit for the sales and CRM teams.-Relationship management ans system integration with several third party providers , for instance: Nido (real estate management software), Hypnobox (webchat system) among others-I, as well as my team, weren't responsible for infrastructure maintenance, but we had a very important consultancy role when it came to database configuration and design.

-Management of several simultaneous projects, defining escope, deadlines, costs and risks. -Different kinds of projects, such as strategic planning, websites development, and online media campaigns-As a business manager I had to Interact with several areas of our clients companies. It was my responsability to detect client needs, write, present and negotiate business proposals.-As a Project manager, I had to manage the Project team and make sure the Project would be delivered on the estimated time, with high quality level-Due to the number of projects, I had three people reporting directly to me: two project managers and one project assistant.-The accounts which I worked with were: Visa, O Estado de São Paulo, Tintas Coral, Jornal O Globo, TecBan

As I've got a masters degree I've decided to work as a part time professor. So I tought Theory of Telecommunications twice a week, at night, at UNIBAN (Universidade Bandeirantes).

-Leader of a huge team of developers and QA testers. This team scope was to develop and deliver high quality web products (using TCL, PHP, Javascript/HTML/DHTML/Flash).-Software localization – International development, interacting with teams in US and Germany. Localization of AOL products. Responsible feature definitions, based on focus groups and member feedback. I was in charge of the whole process, managing the phases of development, integration, QA tests, beta tests, pilot and launch.-Quality assurance (QA) tests: A very detailed process has guaranteed the delivery of bug free software several times. -Management of the beta test program: member acquisition, metrics planning, member feedback reporting and, depedeng on priority, application to the AOL software/products -Processes coordination and implementation: Beta process, shipment of CDs to members and prospects, broadband pilot process between AOL and Brasil Telecom. -Online media planning and delivery management (banners, pop ups and special formats)

-Call center tools design: Responsible for collecting and putting together in a PRD (project requirement document) all the requirements for the CRM tools. Responsible for writing RFPs and hiring the providers for the call center software and equipment. Also in charge of the project management, development and roll out. -Call Center tools localization: CRM software localization.-Responsible for implementing the workforce management system, using TCS and integrating it with Avaya's ACD (G3R) and CMS for AOLA (Argentina, Brazil and Mexico). -Member help area: Management of a group responsible for implementing the online help area and keeping it updated. Created and managed a process that made possible that the top 10 call reasons in the call center were always evidenced in the first level of the online help area. -Responsible for an improvement of 20% in the metrics of abnormal disconnection. This was possible by creating a local laboratory where we could reproduce members connection problems, report and solve them with the help of the US team.

-Project Site B: Management of a project which goal was to build a new office, with a second call center and also a data center. In charge of RFP elaboration, proposal analysis, contract negotiation, acquisition and project execution for data and voice networks. This new office was built because of the business growth and disaster recovery plan purposes. -International experience: 2 weeks training course in the US in order to learn the features of the IVR. -Specification of the voice menu and selection of new providers for the IVR. Change management for changing the Syntellect IVR for the Avaya one. -Project and implementation of a data and voice network between the 3 offices of the company. -WFMS (work force management software) specification.-RFP elaboration and decisive participation for the choice of a new provider for the call center ACD. Change management of a NEC ACD by an Avaya one. -Capacity planning and choice of Telecom providers for trunks and data links.

-Design, acceptance and tests of call center software.-Call center reports design.-ISO9001: Certified auditor. Responsible for writing the department procedures. Took part in some internal audits. -Internal tech support and workforce management. -Sybase database administration (certified system 10).-Disaster recovery plan. -Management and roll out of the project "digital IVR". This project was responsible for a huge change of technology. A new call recording system was implemented along with it and the average call answer time was reduced in more than 20%. The percentage of calls answered by the IVR jumped from 60% to 80%.

-Partnership with TELESP for Telephone Centers implementation.-Projects for Telephony transmission and commutation and control.

Bachelor Of Laws (Llb)

OAB/SP 391261

Masters, Science Of Telecommunications

Specialist, Business Administration / Marketing

Bachelor Of Engineering (B.E.), Telecommunications