* 20+ years experience managing people and services; emphasizing on teamwork, motivation, recognition, talents hiring and retention, organization, customer focus, vision sharing, conflicts management, integrity and ethics taught by example, and detailed oriented professionalism* Empathy and relationship building through communication and presentation skills* Managed Services business start up and P&L management* International experience: 36 business trips to USA, Argentina, Colombia, and Mexico* Outsourcing/Managed Services contracting and managing, and also providing services* Insourcing experience - reducing costs and improving quality* SLAs (Service Level Agreements) definition, negotiation, and management* RFPs (Requests for Proposals): building (contracting services) and answering (providing services)* Consulting, integration and custom software development to Contact Centers* Software and hardware projects development, coordination, and troubleshootingSpecialties: * Business development and strategic planning* Offers management* Services delivery team and IT infrastructure building and management* ITIL Service Manager Certified* Fluent in English, Spanish, and Portuguese (native)