I am currently delivering focused consulting on Quality Management and Assurance to CCs and QA teams through process assessment and improvement, as well as providing Global Best Practices through their on site technology and assisting in Change Management and Governance implementation.I am also involved in content creation for Quality improvement (overall) for training, value and orientation purposes.

Through my own company, DavoShop Goalkeeper Garments, I have established, coordinated and enhanced the allocation of Goalkeeper (Soccer) products through diferent retail and business partners. I'm also the regional brand manager and representative for Sells Goalkeeper Products (UK), and content creator for knowledge and informational purposes to the world of soccer goalkeeping.

Performing as Principal Business Consultant for the Value Realization Services & Customer Success in the Americas, providing Best Practices, ROI achievement and tailored paths for business metrics and processes, tracing the to-be state and laying out the required Change Management effort (through Before/After documentation, and ADKAR establishment) and Governance RACI mapping for overall implementation success.I developed strong CX vision through stakeholder and business partner relationships, analyzing current state, pain points, needs, organizational goals, metrics such as CSAT, NPS and KPIs, and overarching objectives, to create a blueprint with the required action items to achieve proficiency through both technology and Global Best Practices, ensuring engagement and satisfaction, as well as service subscription renewals and product upsell opportunities. I also delivered Proof of Concept presentations and demos for both new and existing customers.Based on PROSCI Change Management methodology, I helped customers and business partners with technology displacements and adoption, thus achieving proficiency and proper platform enablement (both technical and use case oriented) focused in efficiency, efficacy, identifying risks, reducing redundancy and automating where needed.

I began as a Product Support Engineer and Implementations Architect, and then gravitated towards Application Training and Consulting duties for the Americas region, including the Caribbean and Latin America, developing solution maps, enablement learning walkthroughs and automation-based processes for my customers.Highly seasoned in delivering POCs, demos, training customers and business partners on the WFO/WEM the suite, such as Quality Monitoring, Reporting, Speech Analytics, Desktop & Process Analytics and Recording. I also created and executed the Customer Success and Troubleshooting certification path for business partners in Latin America for platform installation, configuration, and support, Troubleshooting Techniques for the WFO/WEM suites, where I designed and oversaw the requirements and enablement plans for business partners such as Belltech, Sixbell, Telnorm, ddCom and Wittel, through their different branches in the continent. I helped our customers from various industry types to leverage technology through global best practices and achieve value and proficiency through our different platforms, I also oversaw the customer success program, assisting in CSAT and up sale opportunities, as well as renewals.

I performed as the lead for Verint-Witness solutions to deliver implementation designs and architecture, installation and configuration, and product support. I was in charge of the integration design and execution with various technologies such as Cisco, Avaya, Genesys and Centera and implemented L1-L4 projects of Full-time recorder (both TDM and IP –mainly Cisco-) as well as Quality Monitoring/Reporting. I also performed upgrades and HFR overseeing of these platforms, and assisted with translation of user manuals and Training Courses.

Leading the Help Desk team for North America and Latin America, executing Tier 1 and Tier 2 support to final users. Also, in charge of various development projects including technology overhaul and displacements. Use and configuration of SAP, Lotus Notes, MS Office Suite, Citrix, Norton AV