Jose Simoes Email and Phone Number

Provide support to agents interacting directly with customers (Tier 1 agents), via chat and emailInvestigate customer’s issues, using the tools provided alongside with the internal knowledge base to identify the root cause of the problem and provide adequate troubleshooting/resolution Provide pre- and post-sales support to hardware devices sold by the client. Including contacting warehouses, shippers and repair partners Work together with the client to identify and report top users' issues Help and improve the contents of the internal knowledge base, by submitting feedback and participating in sync meetings with the client Provide coaching sessions to Tier 1 agents, focusing on technical troubleshooting, soft skills and quality metrics, aiming to improve quality score and customer satisfaction Train new Tier 2 agents on the dedicated tools and serve as a reference point for newcomers Trained annually on GDPR policies and Anti-Money Laundering policies

Provide support via phone, chat and email to the end users of the client's platform and mobile services (software, hardware and payments)

Analyse bidding documents, estimate the amount and cost of man-hours, material and equipment to perform electrical construction works on industrial environments (oil & gas) Quote 3rd party works and services. Compose construction works proposals and participate in negotiation meetings Participate in kick-off meetings with project managers to present the proposal/contract’s terms and conditions, such as timeline, human resources, equipment, material and help them identify critical points, such as bottlenecks, stakeholders, significant milestones, etc. Negotiate with partners and suppliers, during the bidding phase;Develop initial project timeline;Project control, using ERP tools, such as UAU, VOLARE and MSPROJECT;Re-structuring of the proposals' team, achieving a success rate of 30% in biddings.

Identify market opportunities in South America Identify and visit potential clients and present the company’s portfolio Identify and visit potential partners and develop partnerships to participate in EPC (Engineering, Procurement and Construction) bids Report to the main office, located in Milan-IT Analyse bidding documents and work with the main office to prepare EPC proposals to participate in bids Improved the company's ratings in Petrobras' CRCC (Certificate of Registration and Registry Classification), allowing the company to take part in great EPC projects and develop partnerships with other Petrobras' suppliers, such as UFN3 project and UFN 5, participating in a consortium with OAS, Odebrecht, Camargo Correa and UTC Engenharia.Take part in summits, fairs, meetings with clients and partners, in all levels.

Manage construction works (mechanical, electrical and piping), overviewing planning, construction, control, procurement and quality control activities, on two different industrial projects, in Pará, located in the Amazon (North of Brazil);Perform the project according to the PMBoK practices;Participate to weekly meetings with the client to present the works performed and plan the week ahead; Adjust the timeline according to the project’s needs;Creation and follow-up of action plans;Manage the construction team (average 120 people throughout the contract with a peak of 350 people);Identify fast track opportunities to perform the works in a shorter period of time;Develop proposals to perform electrical and mechanical works; Projects: • Piping, instrumentation and electromechanical works of the priority areas of the SALOBO project – VALE – Marabá/PA – Project manager – Nov/2009 a Nov/2010;• Piping, instrumentation and electromechanical works of the alumina transport system – TMSA/Alunorte – Barcarena/PA – Project manager – Dez/2007 a Fev/2009;• Piping, instrumentation and electromechanical works of the alumina fluidization system – Alunorte – Barcarena/PA – Project manager – Dez/2007 a Fev/2009; • Piping, instrumentation and electromechanical works of the caustic soda loading system – Alunorte – Barcarena/PA – Project manager – Dez/2007 a Fev/2008; • Instrumentation and electromechanical works of the alumina loading control system Alunorte/ALBRAS – Alunorte – Barcarena/PA – Project manager – Mar/2008 to Abr/2008

Manage mechanical and electrical maintenance works in industrial environment; Plan great maintenance works of industrial equipment, using MS project; Participate to daily meetings to analyse progress; Creation and follow-up of action plans (PDCA); Assure the fulfilment of the works within the quality standards (ISO:9001; ISO:14001 and OHSAS:18001);