Focused on advocate for customers, partners and field team to get critical issues resolved when all other channels are not being able to meet their needs. Driving customer/partner satisfaction improvements, unblocking current and future deals through managing issue resolution and providing business insights on local and global levels. Analyzing the Voice of the Customer to negotiate and drive changes into Microsoft products, services and programs. Core responsibilities:• Relationship management: Engage experts to get them committed to drive issue resolution at the correct timeframe and correct priority. Partner with several teams in the different area/region to drive escalation resolution and future issue prevention where necessary.• Identify and raise Business Insights: Use analytical and critical thinking to simplify the complex, provide evidences and give correct visibility and impact for specific or systemic issues impacting business results or customer satisfaction leading the change when needed.• Collaboration: Proactively collaborate and negotiate with different teams and organizational levels to provide timely status to all stakeholders about relevant global, area, and local issues impacting the customers and partners. Act as an expert and point of contact when needed at all organizational levels.• Drive Results: Close the loop by delivering insights to targeted global teams, experts and internal stakeholders, enabling them to drive necessary change to product, services or program/policies.• Prevent new issues - Take preventive action to mitigate gaps and risks by analyzing historical data, identify new trends, business risks, and issues. Maintain deep knowledge of current technologies to act as the focal point of contact or to deliver customer-ready solutions to the field team.

Core responsibilities:• Synthesize large amounts of data to make evidence-based decisions, and to inform and influence internal stakeholders. • Leverage extensive expertise in multiple business groups to draw conclusions that lead to new strategies.• Merge data provided to deliver reports and plans that offer insights to business processes and recognize the impact of measurement across various scenarios and geographies. • Develop a measurement strategy for complex voice-of-customer, customer and partner experience, partner performance, across client segments and regions, to gain predictive results. • Use critical thinking and proven thought leadership to advise leaders. Shares best practices across regions to enable future successes.• Identify and use an appropriate change methodology (PMI, PDCA, Six Sigma) for a specific situation or for change requirements and e effectively communicates the strategy and impact of the desired changes.• Analyzes customer and partner experience and partner performance data to drive change and simplification opportunities. • Lead cross-group discussion to influence change and improvements across groups.

Core responsibilities:• Review processes, identify opportunities for improvement and implement corrective actions plans, improve customer service quality, ensure high customer satisfaction level in LATAM. • Meet contractual core and support KPIs such as SLA, IRT, ABR, Forecast and others agreed with Microsoft vendors in Latin America. • Manage projects related to BPO and provide expertise to assure the correct time and cost (PMI).• Benchmark with the latest and best practices and land the knowledge to drive innovation.• Validate and perform root-cause analysis in order to recommend and land improvement options.• Provide feedback and reports to internal areas about customer’s complaint and escalated cases acting as a link between customers and different internal areas in Microsoft• Manage the health of all support channels: phone, chat, e-mail, social media and forums.• Focus on continuous customer satisfaction improvement.• Manage work force: people, recruitment and selection, training, and assessing performance.

• Responsible for managing and delivering results to Microsoft, acting as a point of contact between Microsoft and Atento.• Guarantee KPIs results and provide continuous improvement plans.• Coordinating the technical team and online support team at Microsoft.• Responsible for managing all channels of online support (Email, Chat, Forums and Social Media).• Manage the performance of agents, as well as ensuring their professional development. • Provide and disseminate technical and commercial information to the team.• Monitoring, developing processes, procedures and motivational campaigns.• Support to customers for a year as Microsoft Support Analyst Level 1• Managing trainings for hard and soft skills.