Leandro Palma Email & Phone Number

São Paulo, Sp, Br

São Paulo

 Desenvolvimento estratégico de negócios Gerenciamento de contratos e receita recorrente Melhores práticas de impulsão de receita e redução de despesas Maximização de resultados x recursos tecnológicos Desenvolvimento e gerenciamento de kpi’s de performanceEstratégias de precificação x práticas de fidelização Planejamento comercial, funil de vendas e cross selling Especialização em work assure field service Busca de oportunidades na análise de correlações

São Paulo E Região, Brasil

São Paulo E Região, Brasil

Bray - Ireland

São Paulo Area, Brazil

 Responsibility for the implant of the company GVT in the capital of São Paulo; Construction of the strategy and business plan; Participation in the entry strategy of the DTH operator; Participation in negotiations with government agencies; Responsibility for the hiring headcount, participation in building the budget 2012, validating of projects and participation in market strategy;

São Paulo Area, Brazil

 Technical Assistance; Management of 400 direct and 100 indirect technician; Contac Center Operations Center; Management of 450 direct and 150 indirect operators; Development of performance indicators as % of on-time visits, % of repeated assists, number of calls in the call center technical research and customer satisfaction; Construction of technical and procedural manuals, POPs, PGP's central management and technical documentation; Inspections internal… Show more  Technical Assistance; Management of 400 direct and 100 indirect technician; Contac Center Operations Center; Management of 450 direct and 150 indirect operators; Development of performance indicators as % of on-time visits, % of repeated assists, number of calls in the call center technical research and customer satisfaction; Construction of technical and procedural manuals, POPs, PGP's central management and technical documentation; Inspections internal audit systems and processes acting as an agent of cultural and behavioral changes; Coordination of groups in developing quality programs for employees diagnose root causes, implement action plans, measure results and structuring presentations; Production control individual contributor referenced by constructing analytical reports avoided hiring of 30% budgeted headcount in 2010; Developing methods intelligent order routing service for the production teams improved the amount of installations in 25%; Creation of service excellence model in field applied to the area model with innovative tools, implant of standardized procedures, daily observation of individual indicators and implant of "extract" individual performance of technical involvement resulted in more effective team; Better research note customer satisfaction with a score 9.2 in base of 800,000 customers. Target achieved after two years of planning by developing technical, procedural and behavioral teams; Development of model preventive maintenance service resulted in a 50% reduction in the rate of visits; High reduction of unproductive technique by creating cell operators focusing on confirmation of agenda customers before the shift teams and mechanism of SMS resulted in annual savings of 8 million annually; Development of new processes applied to the implant of the control software caused the deployment model in other cities. The study calculated on service curves avoided hiring of 1.5 million in headcount; Show less

Mba, Business Administration And Management

Graduate, Electric Enginnering

Postgraduate, Telecommunications Engineering

Graduate, Electrical And Electronics Technology