José Paulos Email & Phone Number

My responsibilities encompassed overseeing cross-functional teams comprising over 30 members, as well as managing an annual budget. I led the development and execution of Nokia's customer care salesforce programs.Main responsibilities:• Drove the implementation of Salesforce Service Cloud and Experience Cloud, along with automation initiatives, as integral components of Nokia's customer care strategy;• Defined program objectives such as average handling time for cases and case deflection and oversee the execution of these programs to achieve the agreed-upon targets;•Developed program strategy & masterplan/roadmap (short-, mid- & long-term) taking in consideration technology advancements, market trends and AI/ML potential;•Conducted thorough risk management and anticipated challenges while driving proactively mitigation actions;•Led over 30+ internal program team members as well as several vendors teams globally;•Drove communication within the programs and with key stakeholders;•Organized resource staffing (capacity, skills) & planning;•Managed program budget and report progress;•Contributed and prepare strategic decisions for C-level decision making;•Solved highly complex problems and develops original and innovative solutions with broad impact on the business;•Drove for continuous improvement to optimize the performance of the program.Main achievement:• Successfully achieved Nokia´s support portal vision of self-care, resulting in a significant increase in case deflection (50% increase) as well as increase in customer satisfaction of 38%.•Year on Year decrease in customer case average time handling by Nokia.• 200K active customer users and 300k yearly cases managed by 10k Nokia users.

I held accountability for overseeing the Analytics, Virtualization, and Automation cloud platform IT services catalogue.Main responsibilities:• Led, managed, and developed a team consisting of Service Owners, Service Portfolio Manager and Relationship Manager to adhere to, and improve, the Service Lifecycle Management Process;• Maintained, continuously improved, and executed the AVA Service Lifecycle Management and Service Ordering processes, and the interlock between these processes and others as required;• Maintained the AVA Service Portfolio, Catalog and Roadmap;• Agreed service level requirements with AVA customers, measuring and monitoring user satisfaction per service;• Maintained the business case for each service; agreeing service pricing and recharging models with AVA customers; ensuring that services were developed and delivered within the customers’ and AVA budget;• Developed and maintaining the AVA Service Strategy;• Acted as a point of escalation for all customer issues related to AVA services that cannot be dealt with by members of the Service Management team;• Supported, developed, and empowered team members, focused the attention on their individual skillset, aspirations, and development needs, in order to capacitate them to the current role and future challenges.Main achievement:• Responsible for leading customer requirements relationship and service roadmaps resulting in a 30% increase of customer satisfaction.•Implemented the integration of industry-leading software development practices such as SAFe and DevOps, in conjunction with ITIL principles, culminating in the transformation of AVA from a software development entity to a proficient service management powerhouse.•People focus category finalist - for being an inspiring and unique People Manager who brings positive impact to the Teams, in terms of motivation, giving the team members place to voice their issues, achievements, and guiding them to the right path for career success.

I spearheaded efforts to standardize and enhance the Network Planning and Optimization delivery process across various market units.Main responsibilities• Led the e2e NPO services transformation scope for the customer – including financial and opex related costing improvement levers, across 6 market units;• Defined NPO processes, policies and procedures and standards aligned with relevant Data Privacy and other regulatory requirements;• Drove the adoption of best practices across the NPO organization;• Managed all team members and organization related topics: Workload planning and distribution (including management of staff holidays, absences, back-ups schemes), follow up on recruitment processes, mobility’s and newcomers; evaluate daily work and write annual appraisals; follow up on each group member’s performance and motivation;• Led the team to ensure cooperation and consistency across locations to fulfil and reach expected level of Data quality, and to build relevant & prioritized action plans;• Leveraged big data analytics and business process management as a differentiator (Process mining).• Identified training needs and organized training plans to meet quality standards;• Used Quality methodologies (Lean Six Sigma / Kaizen) to identify critical pain points to suggest improvements and execute them;• Coordinated the processing of critical customer problems ("Customer Critical Issues" - CCI).Main achievement:• Business recognition award due significant increase of the NPO bottom line (exceeding annual efficiency target by 40%).•Designed and implemented within the market units a standardization and continuous improvement program “Delivery Model Assessment program”, which is still being used today.•Trained and empowered more than 50 customer team members from the seven markets NAM, APJ, INDIA, EUR, CHN, and MEA in lean six sigma methodologies and use cases.

Led the lean office initiatives and collaborated with Heads of Business Units to align processes, resolve interdependencies, and promote cross-functional synergy. Main responsibilities• Assisted and coached the process owners in process modeling, analysis & improvement and performance management as well as ensuring the implementation of customer-centric continuous improvement methodologies (Lean / Six Sigma) and BPM;• Designed and developed the business process management course and trainings;• Defined and implemented the support model to the process optimization cycle;• Designed and implemented of the interaction model between Lean and Innovation programs with annual identification of lean initiatives with innovative potential;• Identified opportunities to leverage technology and automation to streamline processes, improve efficiency, and enhance operational agility. Partnered with IT teams to evaluate, select, and implement technology solutions that supported business process optimization objectives;• Led change initiatives to implement new processes or process improvements effectively. Engaged stakeholders, fostering buy-in, and managed resistance to change through communication, training, and organizational support;• Established key performance indicators (KPIs) and metrics to monitor process performance and effectiveness. Implemented systems and tools for data collection, analysis, and reported to track progress and identify areas for further optimization.Main achievement:• Professor at EDP University Business process optimization courses and delivered training to 300 employees, increasing company capability to drive continuous improvement initiatives.• Cultivated a culture of continuous improvement within the organization by promoting innovation, learning, and knowledge sharing. Encouraged feedback from employees and stakeholders to identify opportunities for refinement and innovation.

Implementation and maintenance of SAP R/3 Logistics application services, mainly PM (Plant maintenance) and PS (Project system) modules.

Six Sigma approach for reducing variability of faults and defects in products and processes (implementation of sigma levels as a performance indicator).

Executive Master, Advanced Management

Thesis: “Defining the AI transition in service operations”

Integrated Master'S Degree, Industrial Engineering And Management

Thesis: “Application of the six-sigma methodology in small enterprises”