Elionae Pazetti Da Silva M2Mlover Email & Phone Number

Santiago Province, Chile

Serving over 55 employees and more than 1300 customers across LATAM market and managing our headquarter in Santiago Chile, also all units around LATAM, as Argentina, Peru, Ecuador, México.In this position we manage to achieve a 200% of net growth also a 300% growth of customer base.As a company, during my leadership we:- Achieved to become place 38 of TOP 50 Global of Gurtam partners.- Achieved to became TOP 5 Global of Telefonica connectivity Partners- Achieved to became first connectivity partner of Entel in Chile- Achieved to become first connectivity partner of Telefonica in Ecuador- Achieved to become official partner of Teltonika in Latam- Achieved to become Leader in Chilean marketing in Connectivity and IoT Solutions- Achieved to become official partner of Concox/Jimi IoT in Chile- Achieved to become official partner of Suntech in Peru, Chile, Argentina, Ecuador.#M2MLover

São Paulo Area, Brazil

In this position, I have won over my team, peers and management for my ability to revamp business operations, Logistic, IT and customer service strategies for IoT/M2M Market.Earned a 2015 Outstanding Employee Award for exceptional business operations, IT and customer service management. Key Accomplishments:• Orchestrated the planning and deployment of a new IoT platform for the company’s LATAM market including creating project scope, team structure and user acceptance testing protocols.• Achieved a 41 NPS score is 2016 testifying to customer satisfaction.• Relied upon by sales team to provide technical counsel regarding products and services in pre-sales environments.• Transforms standard operating procedures in a number of departments including Customer Service, It Support, It Data Center, and Innovations.

São Paulo Area, Brazil

My mandate in this position was to plan and execute IT implementations that improved IT support and service desk infrastructure. Here are the key projects that I worked on: • Self Service Portal: Designed a new service desk team that managed the portal and knowledge base leading to cutting in half service tickets from 20K to 10K.• Project Management Tool: Streamlined the management of IT Operations and Apps Sustain projects by creating a new PM tool using the BMC Remedy Force Tool.• Printer Vendor Management: Revamped the infrastructure of printing services with new scheduling and communication processes along with a new POC partner to achieve all quality goals.• Sales/Store Service Desk: Architected a new team structure to better achieve SLAs and goals in the service desk while reaching new quality and availability levels.• Password Reset Tool: Fortified IT infrastructure using a new password reset process with InfoPass leading to a reduction of 1.5K calls to the service desk.• Service Desk Re-Outsourcing: Researched and selected a new service desk technology partner leading to improved knowledgebase, incident response, crisis management and accomplishment of SLAs. Attained goals for FCR of 70% and TMA of 90% in 45 seconds.• ITSM Tool: Created a new service catalogue, priority matrix, over 100 incident and service request templates as part of a new self-service portal in BMC Remedy Force. Led training for over 1,000 users in the new self-service portal.

At Keyrus, my main contribution was teaching teams how to improve the management of knowledge management and ticket management client project.

I was the sole contact for ensuring the satisfaction of LATAM clients coming through the service desk. I continuously motivated the organization to become more efficient and accurate to protect valuable customers relationships like Nextel and Cargill.

São Paulo Area, Brazil

This was another opportunity to showcase my commitment to technology excellence and customer satisfaction for Logitech.

Master Of Business Administration (M.B.A.), Information Technology

Master in Information Technology

Master Of Business Administration (M.B.A.), Mba Gestão Empresarial

MBA GESTÃO EMPRESARIAL

Bachelor’S Degree, Marketing And Administration