Leandro Aragão Bouth Email & Phone Number

State Of São Paulo, Brazil

Leuven, Be

Leuven, Be

I successfully led a team of global project managers and supported the digital transformation of over 90,000 employees, delivering modern workplace solutions, including Zoom, Microsoft 365 and AI solutions to simplify employees routines in all AB InBev business units and regions. It required a vast Change Management program leveraging design thinking, gamification, and webinars in order to ensure a smooth adoption of the new technologies. Responsible for Global Workplace and Artificial Intelligence Projects focused on powering productivity and performance of employees by combining real-time analytics, instant remediation, automation and employee feedback across endpoints and applications.Also accountable for Experience and Engagement of all TechOps and Data teams managing learning capabilities, engagement surveys and its related action plans, communication and change management.

Leuven, Be

Working as Digital Workplace Global Program Manager, I supported the digital transformation of AB InBev employees, leading a team of Global Project Managers. - Delivered more than 30,000 devices in all continents and migrated 90,000 employees to Microsoft 365 in 2019/2020.- Driving Change Management for Microsoft365 tools I increased Adoption in +65p.p in 2 years by delivering an Education Hub (Digital Learning Portal), several Design Thinking workshops, by promoting influencers campaigns (using gamification) and hundreds of webinars on the new digital tools. Actions that helped shape new ways of working for ABI employees.In 2018, I delivered 15+ Collaboration projects and Workplace solutions to all Global offices, such as:- Zoom deployment in all continents (90,000 user accounts and +600 Zoom rooms), and deactivation of the previous video collaboration infrastructure in AB InBev.- End-user computing (device refresh & Microsoft 365) in Switzerland, Luxembourg and UK.- Infrastructure projects (Wi-Fi, SD-WAN and Internet Breakout) up scaling employees’ experience and engagement with technology in ABI's Europe offices.- Definition of all IT technology for the new global ABI office in Switzerland.

Founded and managed two restaurants in Rio de Janeiro with a total of 45 employees. Main activities were related to Finance, Human Resources, compliance with local legislation, and customer relationship management (online and personally).

Managed all Brazilian logistics and field services operations, including network infrastructure maintenance. Oversaw a team of over 100 employees and vendors. Responsible for field service and logistics coordination in over 35 countries, running a central team based in Petropolis as well as field engineers, vendors, and equipment dispatchers in the Americas, Portugal, and Spain.

Oversaw a staff of over 200 in field services, service management, service delivery, and network infrastructure. Accountable for operational performance indicators as well as P&L. Worked in close collaboration with sales executives to identify and develop new business opportunities in Brazil and Latin America.KEY ACHIEVEMENTS:» Delivered 30% cost reduction in a key customer account through improved efficiencies: reduced headcount and enhanced customer satisfaction.» Sales visits to many Brazilian multinational customers.

Responsible for ensuring the quality of service for multinational customers based in Latin America managing a team of customer service managers, as well as accountable for the service delivery in Brazil managing a team of local delivery managers handling over 700 implementations per year.KEY ACHIEVEMENT:» Overachieved all targets, including the national Customer Satisfaction Index (7.91 in 2009, against a target of 7.46).

Managed field operation processes in over 45 countries. Ensured compliance with global model while managing over 125 engineers and 20 authorized service providers handling over 25K incidents each year. Oversaw budgeting.KEY ACHIEVEMENTS:» Achieved all service level agreements and KPIs throughout tenure.» Managed the Latin America Regional Operations Training & Certifications Program – Cisco Gold Partner.» Played a key role in achieving Cisco Global GOLD Partnership by promoting staff development and education.

Led a team of 14 analysts in back-office activities including service level reports and service improvement plans.KEY ACHIEVEMENT:» Played a key role in the creation of the team, including recruiting, team metrics definition, training and development, coaching, performance reviews, and implementation of best practices.

Worked as agent and team leader in the Global Customer Service Center providing network technical support for customers in all the globe, developing skills such as crisis management, working under pressure and conflict resolution. Worked in a zero-supervision environment.KEY ACHIEVEMENT:» Actively contributed to the consolidation of the Latin American help desks into the Global Customer Service Centre (GCSC) in Rio de Janeiro.» Played a key role in the migration of a dedicated customer service center from Tulsa/US to Rio de Janeiro/BR.

Bachelor'S Degree, Business Administration With Qualification In Foreign Trade

Mba, Project Management

Specialization (Bootcamp), Digital Transformation Leadership