Eduardo Facchini Email and Phone Number
4 years in leadership, people management and conflict resolution. Over 10 years with end-user support. Skillful communication with teams of different cultures and segments.Sense of urgency, empathy and excellence in customer service.
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Customer Service Team LeaderGrupo IobSão Paulo, Brazil
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Customer Service Team LeaderGrupo Iob Apr 2021 - Present• Leadership of customer service team• KPI tracking.• People development.• Conflict management.• Continuous process improvement.• Demand management.• Constant review of service quality. -
Project ManagerQad Jul 2018 - Oct 2018São Paulo, São Paulo• Analysis of ongoing projects• Management of resources and schedule for projects implementation• Budgeting and follow-up -
Team LeaderVcom Tecnologia Aug 2017 - Apr 2018São Paulo, São Paulo• Customer support coordination.• Defining priorities, analyst schedules, scales and vacations.• Creation of processes for continuous improvement.• Monitoring service queues and KPI.• Direct contact with customers.• Point of contact 24/7 support. -
Incident ManagerSompo Seguros Feb 2016 - Mar 2017São Paulo, São Paulo• Incident analysis and management.• Implementation of ITIL practices.• Creation of daily reports for quality control on critical incidents.•Point of contact 24/7. -
Incident ManagerSky Brasil Nov 2014 - May 2015São Paulo, São Paulo• Analysis and management of financial incidents.• Updating report with incident information on daily basis.• Organizing daily meetings to align expectations with the business and technology. -
Incident ManagerCitibank Jul 2011 - Dec 2013São Paulo• Analysis and management of critical incidents.• Management and leadership of international conferences.• Focal point of information to seniors and stakeholders.• Monitoring critical services to act proactively.• Point of contact 24/7 -
Customer Service RepresentativeIbm Aug 2010 - Jun 2011Hortolândia, São Paulo, Brasil• Maintenance of international contracts (USA).• Management of payment disputes.• Point of contact 24/7. -
Incident Problem ManagerTsys May 2009 - Jan 2010Campinas, São Paulo, Brasil• Incident and problem analysis and management.• Focus on identifying root cause and suggesting changes on product.• Focal point between customers and tech team.• Point of contact 24/7. -
Service Desk AnalystCaterpillar Inc. Sep 2006 - Dec 2008Piracicaba E Região, Brasil• Level 1 support handling software and infrastructure incidents• Script documentation development• Focal point 24/7. -
Service Desk AnalystAlcatel-Lucent Enterprise Jun 2000 - Sep 2006Campinas• Level 1 support handling software and infrastructure incidents• Script documentation development• Focal point 24/7.
Eduardo Facchini Skills
Eduardo Facchini Education Details
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Comunicação Social
Frequently Asked Questions about Eduardo Facchini
What company does Eduardo Facchini work for?
Eduardo Facchini works for Grupo Iob
What is Eduardo Facchini's role at the current company?
Eduardo Facchini's current role is Customer Service Team Leader.
What schools did Eduardo Facchini attend?
Eduardo Facchini attended Centro Universitário Anhangüera.
What skills is Eduardo Facchini known for?
Eduardo Facchini has skills like Itil, English, Microsoft Excel, Atendimento Ao Cliente, Microsoft Office, Incident Management, Itil V3 Foundations Certified, Spanish, Team Leadership, Portuguese, Team Management, It Service Management.
Who are Eduardo Facchini's colleagues?
Eduardo Facchini's colleagues are Daisy Galvão, Alexandre Coutinho, Matusalém Ferreira, Bárbara Pereira, Renata Queiroz, Debory Cristine Da Silva, Alana Melo.
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