Douglas Carvalho Vaz Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Toronto, Canada Area

I am responsible for service development/service improvement activities for more than 10 multi-country customers bases, managing 12 million in annual revenue.Activities with focus on improving resilience and customer services including cost to serve, customer account revenue and customer loyalty objectives. Working with all opportunities to improve the overall customer experience and own the overall service relationship on behalf of BT at mid to senior level within the customer business… Show more I am responsible for service development/service improvement activities for more than 10 multi-country customers bases, managing 12 million in annual revenue.Activities with focus on improving resilience and customer services including cost to serve, customer account revenue and customer loyalty objectives. Working with all opportunities to improve the overall customer experience and own the overall service relationship on behalf of BT at mid to senior level within the customer business area. Key Responsibilities: - Single Point of Contact for in-life management;- Delivery Monitoring;- Incident Escalation;- Incident Management;- Proactive Customer Calling;- Customer Quality of Service Reviews - Authority/Decision Making: - Develops and agrees Customer Service Plans ensuring ease of contact and escalation paths into BT. - Owns and deliver the Service Wrap. - Provides quantified quality of service action plans which detail remedial actions. Show less

Brasil

Activities: I taught computer skills at the Technical IT Course and gave classes on corporate training and professional qualification in IT and business programs.I coordinated a team of 11 IT teachers to improve the quality of the IT courses. I also organized an improvement of the use of technology in others courses at Senac such as using smart boards, developing blogs and using Facebook as a community to share projects online.Technologies Highlights: Network Protocols, Configuring and… Show more Activities: I taught computer skills at the Technical IT Course and gave classes on corporate training and professional qualification in IT and business programs.I coordinated a team of 11 IT teachers to improve the quality of the IT courses. I also organized an improvement of the use of technology in others courses at Senac such as using smart boards, developing blogs and using Facebook as a community to share projects online.Technologies Highlights: Network Protocols, Configuring and troubleshooting Windows Server, Computer Maintenance, Project Management with MS Project, Advanced Excel technique, HTML/CSS, Adobe Applications. Show less

Limeira E Região, Brasil

Activities: Taught Basic Aplications (MS Office), Computer Maintenance, Webdesigner (HTML/CSS, Dreanweaver, Flash and Fireworks), Graphic Designer (Corel Draw).I assisted the coordination to improve the quality of the courses and to develop corporate training for other companies.

Limeira E Região, Brasil

Co-founder, working with IT Infrastructure, Windows Server Administrator and User Support.