Hugo Silva Email and Phone Number
Hello, Hugo here! 👋🏼📌 I'm a customer service representative with 5+ years of experience in the quote-to-cash/finance & operations ecosystem supporting mostly complex issues in post-sales across multi-brands (Managed Infrastructure, Cloud, Security, Software) accounts of North America at IBM, establishing a proven track record of successful outcomes both at the individual and collective level.💡 Throughout my career, I've always been highly motivated with opportunities to lead and coordinate conflict resolution for difficult requests, where I could be a strategic problem solver and leverage my skillset while also foster a solid sense of advocacy in engagements with customers, partners and internal stakeholders, without missing the opportunity to teach and learn from them.🔎 Furthermore, I truly believe that curiosity and adaptability are key domains that have been moving my career towards new levels of excellence and development, that's why I often seek to comprehend every case through the perspective of the impacted parties, whether through a simple conversation or elaborating a tailored data analysis process.🏆Amongst some of the main achievements over the past years, I can highlight:I - Reconciled >$2.5M across 16 contract involving open and paid invoices impacted with conflicts in multi-brand purchase orders.II - Leaded a task-force exercise that reduced by 41% the workload of disputes from a huge set of transitioned contracts.III - Conducted robust reporting processes of ~40k of data points for Public Cloud accounts in N. America, providing timely insights to key measurement stakeholders and enabling informed decision-making to address and mitigate risk of revenue gaps.IV - Achieved an overall NPS of 99 from over 50 stakeholders supported from sales and project offices.V - Applied proficiency in time management and business acumen to handle +50% of the team's workload, comprising billing, contract registration, and dispute resolution, during a significant and extremely sensitive transition phase in the company's history.🗝️Key Strengths:Account Reconciliation | Accounts Receivable (AR) | Analytical Skills | Billing Process | Business Acumen | Communication | Contract Management | Customer Satisfaction | Data Analysis | Finance | Invoicing | Negotiation | Stakeholder Management | Teamwork | Time Management
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Data And Business Analyst | Q2C AmericasIbmState Of São Paulo, Brazil -
Z Software Dispute Specialist And Order Manager | North AmericaIbm Oct 2023 - PresentHortolândia, São Paulo, BrazilPrimary resolution owner of disputes across the unit of Entitles Software (ESW) for North America, overseeing both Enterprise and Business Partner accounts, supporting dedicated processes for special offerings while also leading discussions close with AR reps to solve unpaid invoices through processes such as credit analysis, inventory and order management.RESPONSIBILITIES• Identify and bring suggestions for accounts with cash issues in AR.• Investigate invoicing / settlement trends and propose resolutions for uncollectable balance based on a sustainable data-driven approach.• Leverage data-driven analysis regarding problematic orders.• Contribute with DSO objectives through open invoices reconciliations.• Engage Enterprise and Business Partner clients to acquire a broader perspective of their respective concerns. • Control client’s SW product inventory lifecycle and pricing conditions.• Assist Techline and sales reps with renewals and order management activities.• Report major exposures risks in revenue/cash to upper brand and organization leaderships to develop an action plan for resolution.• Elaborate business cases to justify reasons for determined suggestions pertaining highly sensitive accounts.
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Cloud Contract Manager | North AmericaIbm Mar 2023 - Dec 2023Hortolândia, São Paulo, BrazilAccountable for ensuring revenue recognition for designated accounts while also handling contractual audits and removal of blockers in terms of client payment. Activities include interpretation and application of T&Cs in accordance with IBM policies/practices, in addition to business analysis tasks applied to financials.Also manages contract performance with clients and partners by providing advisory expertise to business unit stakeholders through activities such as investigation, solutioning and re-negotiation in a way to timely address operational goals with focus on client satisfaction and coordinating actions with peers and stakeholders in order to drive continuous performance improvement.KEY ACHIEVEMENTS• Queried around of 40k data points monthly, correlating usage and revenue for North America accounts so it could be shared with BU and organization leadership to identify and mitigate the risk of invoicing gaps.• Delivered a contract audit presentation to Cloud sellers covering key-measurements reviewed from an order-to-cash standpoint. With positive feedbacks, the content was then incorporated into the official education kit of the brand.RESPONSIBILITIES• Identify monthly revenue gaps between billing and usage data of all accounts in North America and coordinate resolution paths with brand leads.• Assess risks associated with extensive services engagements.• Manage demanding workloads, especially during closure periods.• Articulate complex terms & conditions to stakeholders, including executives and CFOs.• Accountable for contractual revenue health of assigned accounts.• Analyze monthly billing accuracy within squad and report business and admin defects.• Engage colleagues across and outside organization to timely address issues of cross-brand contracts.• Coordinate with ops teams to clarify usages, discounts and accounts specific inquiries.
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Cloud & Security Client Services Specialist | North AmericaIbm Feb 2022 - Mar 2023Hortolândia, São Paulo, BrazilResponsible for the timely and accurate processing of accounting transactions and related tasks to meet business goals. Ensures high-quality service to all clients, with a focus on business controls and process improvements. Performs root-cause analysis to provide solutions, impacting business measurements, customer satisfaction, and costs. The role covers E2E activities, regularly acting as bid manager, sales operations analyst, and customer service representative to handle business demands across North America.KEY ACHIEVEMENTS• Streamlined a management system of status and resolution mapping for almost 600 disputes from a set of key-accounts responsible for ~40% of the brand’s invoicing in US in 2022• Enabled an improvement that reduced by 82% their its AR workload after 12 months• Reconciled >$2.5M across 16 contract involving open and paid invoices impacted with conflicts in multi-brand purchase orders.• Established a robust advisory relationship with Finance, Sales, and Project Offices, consistently managing complex requests and accurately addressing their inquiries.RESPONSIBILITIES• Lead process discussions closely with Sales, Finance, AR, Operations, etc.• Review and audit contract documentation - SoW (Statement of Work) and CRs (Change Requests)• Facilitate training sessions and knowledge transfer initiatives within the squad, contributing to a skilled and knowledgeable workforce in financial and transactional processes.• Perform quantitative assessments with Finance and PMOs to forecast potential revenue at risk.• Advisor to finance and PMOs to remove payment/credit blockers.• Support cross-brand PO reconciliation for a sensitive client and responsible for reporting to BU and AR leadership status of all their disputes in North America.• Act as the dedicated SME, demonstrating knowledge of E2E processes as well as contract-specific requirements.
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Cloud Client Services Analyst | UsIbm Jul 2020 - Jan 2022Hortolândia, São Paulo, BrasilAs my Bachelor degree had been concluded, IBM offered me a regular position as Customer Service Representative, but this time with a series of strategical shifts in the Geographies and Lines of Services supported.During the first twelve months, my squad covered accounts from the all the US markets that had consumption of IBM Cloud Platform (formerly Softlayer) offerings, until that by the mid of 2021 we also started to receive the scope of Security Services and Cloud Platform from the whole market of North America.On the front of this, my main challenge was to timely handle several corporate requirements with different process logics and business rules in a way that it could enable the squad to grow the relationship with plenty of new stakeholders while delivering critical financial results to the company within narrow deadlines. KEY ACHIEVEMENTS• Recognized as top performer in Business Results for all the corporate assessment cycles• Awarded with a Cash Recognition for being the employee with most disputes solved in the US market in Dec 2020.• Ensured a personal NPS score of >95% in 2020/2021 through the KPI of Sales Engagement Feedback.• Applied Power BI skills to develop a business case proposal for shifting E2E support workload between squads in the Q2C Americas organization.RESPONSIBILITIES• Act as Customer Service Rep in addressing cases raised by sellers and project executives.• Assistance to Contract Managers and Project Office in billing and invoicing process• Works with sales and AR to assist resolution of client billing investigations and disputes.• Engage and influence stakeholders at all levels.• Performs Firm Order Policy audit against Statement of Works, Project Change Requests and Documents of Understanding.• Ensure compliance with company policies in accordance with for SOX requirements.• Collaborate with a cross-functional team to proactively identify and mitigate revenue and cash issues across the supported unit and GEO.
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Order To Cash | Us | Infrastructure ServicesIbm Oct 2018 - Jun 2020Hortolândia-SpI had the opportunity to initiate my first professional experience when I got an internship at IBM by the end of 2018.The program primarily consisted on an immersive experience in a dynamic work environment where the interns were allocated in cross-functional squads and trained to provide operational support to numerous client teams from the GTS (Infrastructure) Line of Service through transactional support for accounts from the US markets of Industrial and Communication.Activities were centered, but not limited to handling backlog management of order entries, KPI reporting to the management lines, invoicing, contract audits, etc. During the almost two years spent with the team I had the chance to solidify my knowledge on global E2E processes, while consistently collaborating with peers and stakeholders in order to foster client satisfaction.KEY ACHIEVEMENTS• Developed a solid partnership across the Quote-to-Cash ecosystem.• Participated in a finance skills initiative to learn data analysis through IBM proprietary tools (SPSS/Cognos) through mentoring with data-scientists, graded 92/100 in the final exam.• Earned an Advanced Business English Certification from a third-party course offered to interns.• Achieved 16 skill badges of learning during the 18 months of internship.RESPONSIBILITIES• Monitor and route for analysis cases of unprocessed billings for US contracts.• Creation of Manual Invoices as per client’s specific requirements.• Prepares and runs operational performance reviews for several squads in the organizational level.• Showcase squad KPI’s alongside with suggestions on possible improvements.• Gather data to support investigations to address internal and external inquiries.• Contribute with workload management through the assignment of cases from other squads.
Frequently Asked Questions about Hugo Silva
What company does Hugo Silva work for?
Hugo Silva works for Ibm
What is Hugo Silva's role at the current company?
Hugo Silva's current role is Data and Business Analyst | Q2C Americas.
What schools did Hugo Silva attend?
Hugo Silva attended Esamc.
Who are Hugo Silva's colleagues?
Hugo Silva's colleagues are Luis Silva, Venkat Chilamala, Katie Miles, Scott D. Malzahn, John Farrelly, Jasper Kunchey, Deepak Chowdary.
Not the Hugo Silva you were looking for?
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Hugo Silva
Brazil -
Hugo Silva
São Paulo, Brazil -
Hugo Silva
Business Strategy, Digital Transformation, Process Management, Leadership, Oil And Gas, Engineering, Project Manager, Delivery Manager, Well EngineerVila Velha, Es -
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