Marcelo Guedes Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brasil

Creates strategic relationships with key customer stakeholders (Line-of-Business leaders, Information Technology Directors, CTOs, CIOs) partners, and technical professional to enable quality solution delivery and health using partnerships with other account team leaders.Drives accountability for top-tier customer relationships and acts as a trusted advisor to customer C-level stakeholders. Owns consumption strategy for largest accounts.Identifies customer needs and is accountable for the creation of shared plans to support outcomes that are specific to the customer and common to the industry. Captures and anticipates new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects across multiple planning horizons.Provides leadership to the team to execute support and consumption delivery programs. Uses industry trends and program delivery progress to identify priority area to drive customer environmental health outcomes. Ensures the customer is current on technology and ready to move to cloud, enabling cloud adoption and optimizing cloud solutions to manage change and continue to grow in the cloud across all solution areas.Captures and communicates and brings forward recommendations from customer insights to lead sellers in identifying and producing cloud consumption and support sales opportunities. Directly enables cloud consumption revenue through consumption planning and participating in consumption opportunity development from envision to commitment.

Brasil

• Manage the service delivery within an area of significant size. Ensure that proactive and reactive services (managed services, support and monitoring services) activities exceed operational and customer experience metrics targets.• Maintain close relationship with Sales, Legal, and Finance to address customer inquiries and escalations.• Responsible for creating and delivering medium and huge projects, locally and in the Latin America region, leading projects related to quality and processes.• Work closely with sales team and customers to identify cross-sell/up-sell opportunities and drive incremental bookings, including new offers for both public and private cloud (IaaS, PaaS, SaaS).• Manage day-to-day field operations, being responsible for the productivity and expense costs of the region ensuring that overall budgets, costs, and performance standards are met. Also lead, plan and review periodically both technical and soft skills development for the team.• Third-party contract management (SLA and Financial)• KPI Oversight, performing constant tracking, analysis and corrections to deliver best in class results.• Lead more than 30+ Field Techs, NOC engineers and Client Service Managers (CSMs) in Brazil and Mexico, guiding them to keep a consistent approach for success management and customer experience (Cx).Achievements:- Able to reduce by 67% overtime costs;- 35% in savings by renegotiating with vendors (back contracts) with no scope reduction;- Increased the team productivity after reviewing the entire operation;- Successfully implemented new processes for business partners when interacting with levels 3 and 4 from Avaya, reducing the number of hours spent in each service request and speeding up the resolution;- Customer satisfaction consistently being increased year over year.- Growth of renewal and retention rates of recurrence revenues due to new customized service offers and deliverables to our customers based on their businesses and needs.

• Run Center start-up, development and maturity´s phases to achieve global targets.Responsible for the technical support operations for a huge multinational company in Brazil, managing a team that is 24X7, driven by KPIs and global processes.• Team building, hiring and training, developing high performance professionals aligned with company's objective.• Customer Satisfaction results have been leveraged by 30% within short term, impacting positively and directly the sales opportunities and renewals.• RFP(Request for Proposal), technical and commercial requirements analysis, offering the best way to provide cost and technical scorecard.

São Paulo Area, Brazil

• Responsible for managing 20 engineers in Brazil and Argentina, supporting both technical and administrative escalations from customers in CALA with maintenance contract (direct and indirect), managing metrics, KPI, SLAs and operational processes for the region.• Manage and evaluate individual employee progress, providing support, direction and counsel, aligned with corporate goals and objectives thru performance evaluations for each direct report.• Implement procedures to ensure that technical support issues are resolved in a timely and professional manner, and that issues are properly addressed into our support structure.• Serves as first point of contact for customers with technical inquiry, complaint or other application requests or contacts.• Ensures best practices are followed. Establishes processes, workflows and metrics to effectively manage, also using dashboards in order to continuously track the objectives for the CALA (Caribbean and Lation America region).• Implementation of Best Practices (I.T.I.L.)• Leader and responsible for the technical support outsourcing project, a critical mission where it was successfully delivered in a short period. Also responsible for: Discovery, Documentation (Policies, Processes, and Procedures), Gap Analysis and trainings for the new teams.• SLAs (Service Level Agreements) definition, negotiation, and management.

São Paulo Area, Brazil

• Technical leader and mentor of Brazilian UC team, being the responsible for conducting critical and complex issues, acting both technical and administratively, in order to guarantee the best service level for our customers;• Experienced on crisis handling.;• Responsible for metrics control and trainings, also acting as support manager for several periods when the immediate manager was not available;• Great relationships with customers, effectively joining internal and external multidisciplinary team meetings to get issues resolved;

São Paulo Area, Brazil

• Responsible for detailed designing, implementing and testing solutions on the PBX/ACD, CMS, CTI, Audix, IVRs, and related network technologies• Experience in PBX/ACD, IVR, and voice mail implementation principles and techniques including planning, developing, operating, maintaining, and trouble-shooting• Experience with complex contact center applications using Avaya PBX, Avaya IP Telephony, and Avaya Call Flow Technologies - Experience in complex contact center implementations• Demonstrated ability to determine, evaluate and diagnose call routing and performance, and to recommend and implement solutions• Knowledge of and experience with wide area technologies such as ISDN, Frame Relay, ATM, R2 Digital MFC, ISDN, VoIP, Qsig and ISUP

Graduation, Electronic And Production Engineering

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Master Of Business Administration (M.B.A.), Finance, General