Ellen Batista Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brazil

In my role as a Service Development Manager at NEC Brasil, I was responsible for redesigning and customizing our services portfolio to meet the unique needs of our clients in Brazil. By leading the pre-sales efforts, I provided valuable insights to the sales team, enabling them to achieve their services sales quota and drive revenue growth. Additionally, I worked closely with the Delivery area to ensure a smooth transition from sales to service delivery, ultimately enhancing customer satisfaction.

- Analysis of Customer Experience methodology, definition of strategy and goals in NEC scenario;- Responsible for Customer Experience implementation;- Responsible for engagement activities across organizational scructure.

- Responsible for redesign of services portfolio;- Support in strategic service proposals for clear added value;- Understanding the critical points for developing the desired service scenario and signaling the needed improvements in company's structure.

- Responsible for service contracts including remote technical support, specialized service in software and hardware, on-site visit and preventive and corrective maintenance;- Management of service performance in post-sale contracts according to the scope and contracted SLAs;- Coordination of operational areas to ensure the correct operation of assigned contracts and also creation of action plans when needed;- Responsible for customer satisfaction and business process improvement related to contracts assigned;- Customer interface for presentation of operational KPIs and capture of possible cross-selling/up-selling demands.

- Managing the responsible area to define suitable partners for installation activities;- Coordination of partner companies to carry out the activities in the field according to contracted scope.

- Main interface of negotiation regarding acceptance with Claro and other operators;- Responsible for internal reports to support acceptance conclusion.

Rio De Janeiro Area, Brazil

- Responsible for bundled and unbundled service sales in Claro account- Key interface for any commercial affairs between Claro and Huawei concerning service solutions- Responsible for linking account line and Business units to develop service solutions to accomplish revenue expectations defined in account plan.

Rio De Janeiro Area, Brazil

- Support sales, technical sales and Service Sales in bidding phase and communication with customers on Service scope and issues;- Responsible for analyze customer’s requirements, make an end-to-end service solution, define Service baselines and provide a competitive solution to fulfill customer’s requirements;- Responsible for doing Service pre-bid analysis, preparing bidding proposals, customer clarifications and contract negotiations. Thoroughly analyze customer’s requirements, and submit a commercially competitive and advantageous proposal;

Rio De Janeiro

- Creation of competence development plans destinated to AMX Movil LAT- Achievement of financial and strategic goals through alignment with Account Managers

- Delivery of several trainings in BSS/RAN area to operators from Latin America and other parts of the world - Technical trainings optimization considering customer needs

Rio De Janeiro Area, Brazil

- Service orders generation (upgrades, removals, various changes)- Customer invoicing follow-up and assessment for direct Account Managers

Gestão De Negócios, Business Management Post-Graduation

Engenharia Telecom, Telecommunications Engineering