Marco Libretti Email & Phone Number

State Of Paraná, Brazil

Curitiba, Paraná, Brazil

* Define the working schedule and capacity;* Monitor global payment transactions;* Monitor local and global Merchants;* Monitor Acquirer responses; * Monitor Brand & Issuer problems;* Monitor APM (Alternative Payment Methods);* Monitor the performance of command center staff and equipment.* Guarantee the detection and response to incidents or crises.* Coordinate communication and resources during emergencies.* Lead the decision-making process in high-stress… Show more * Define the working schedule and capacity;* Monitor global payment transactions;* Monitor local and global Merchants;* Monitor Acquirer responses; * Monitor Brand & Issuer problems;* Monitor APM (Alternative Payment Methods);* Monitor the performance of command center staff and equipment.* Guarantee the detection and response to incidents or crises.* Coordinate communication and resources during emergencies.* Lead the decision-making process in high-stress situations.* Ensure proper documentation and reporting of incidents.* Coordinate with other departments, teams, or external agencies during an emergency or high-priority event.* Implement and monitor key performance indicators (KPIs) to ensure efficiency and effectiveness.* Ensure that response times meet established standards.* Assess risks and vulnerabilities related to operations.* Develop strategies to mitigate risks and improve response capabilities.* Conduct regular drills, training, and evaluations of emergency preparedness.* Maintain clear and constant communication with internal teams and external stakeholders.* Prepare detailed reports on command center activities, incidents, and resolutions.* Supervise command center staff, including operators, analysts, and technical support teams.* Provide training, coaching, and performance feedback to team members.* Manage staffing schedules and ensure adequate coverage.* Develop and implement operational policies and procedures for the command center.* Regularly review and update protocols to meet evolving needs and regulations.* Ensure adherence to legal, regulatory, and internal policies related to operations and data security.* Analyze past incidents and responses to identify areas for improvement.* Implement strategies for process optimization and efficiency.* Act as the primary point of contact for key stakeholders in relation to the command center’s operations. Show less

Curitiba, Paraná, Brazil

· Member of the IT Global Support Center, area responsible to promote technical support and deliver systems improvements to all subsidiaries worldwide.· Responsible for managing multiple systems integration initiatives in and both back-end and front-end development, including SAP and Hanna, Pricing, Salesforce CRM and various legacy systems, supporting execution of commercial strategies globally.· Interaction with Global Heads of BUs; understanding of their needs, demands and critical… Show more · Member of the IT Global Support Center, area responsible to promote technical support and deliver systems improvements to all subsidiaries worldwide.· Responsible for managing multiple systems integration initiatives in and both back-end and front-end development, including SAP and Hanna, Pricing, Salesforce CRM and various legacy systems, supporting execution of commercial strategies globally.· Interaction with Global Heads of BUs; understanding of their needs, demands and critical situations; discussion and prioritization of efforts and resource allocation based on potential financial loss, revenue assurance, regulatory adequacy, compliance issues. · Scope of initiatives comprise new functionalities, UX / UI enhancements, new screens, dashboard, local adequacies, data entry, queries, access control, mitigation of misusage, approval flows, as well as improvements on sustainment, stability and availability.· Reporting to the Product Manager (based in Mexico) and to the Project Manager (Czech Republic); managing cross functional and multidisciplinary team distributed in Brazil, USA, Czech Republic, China, and Thailand.· Pipeline CI/CD, Azure Dev Ops, GitHub, Salesforce, SAP, API's (MuleSoft / Azure Logic Apps ), PROS Show less

Curitiba, Paraná, Brazil

· Managed CS activities with focus on strategic clients with detractor NPS and with high churn probability.· Developed relationship with C-level from customers; understanding o of critical issues, improvement needs and action plans.· Project Manager and Account Strategist, coordinating deliveries on Jira/Confluence/Kanban to catalog and plan the updates alongside with the customers, reducing backlog whilst reverting outdated scenario.· Interacted with leadership teams from internal… Show more · Managed CS activities with focus on strategic clients with detractor NPS and with high churn probability.· Developed relationship with C-level from customers; understanding o of critical issues, improvement needs and action plans.· Project Manager and Account Strategist, coordinating deliveries on Jira/Confluence/Kanban to catalog and plan the updates alongside with the customers, reducing backlog whilst reverting outdated scenario.· Interacted with leadership teams from internal areas to discuss business challenges, joint efforts and deployment of initiatives. · As Customer Support Coordinator (2020-21); managed a team of 10 Analysts focused on the resolution of incidents, technical and functional issues (50 clients - Tier 1), being responsible for ensuring better adoption and use of the platform by customers’ employees, contributing strategically to customer base retention.· Drive with the customers perfomance issues;· Support on User Experience enhancements;· Monitoring Saas environments;· Supporting On-Prem customers monitoring and improving their environments;· Incident Management;· Guiding the customers on how to use the platform;· Defining the priorities for every client to guarantee the deliveries;· Periodic reports to customers and senior management; Show less

Curitiba, Paraná, Brazil

· In-charge to provide customer support to cluster o clients (500 companies Tier 1) in respect to Microsoft corporate solutions including Sharepoint, MS Project Systems Center, MS Office Suite, Outlook, Skype, Vision, Windows Server.· Support to major companies in Latam in order to monitor their environments, work on every incident providing root cause and resolution;· Track trending topics/issues to provide awareness and contain problem dissemination;· Critical incidents (24x7)… Show more · In-charge to provide customer support to cluster o clients (500 companies Tier 1) in respect to Microsoft corporate solutions including Sharepoint, MS Project Systems Center, MS Office Suite, Outlook, Skype, Vision, Windows Server.· Support to major companies in Latam in order to monitor their environments, work on every incident providing root cause and resolution;· Track trending topics/issues to provide awareness and contain problem dissemination;· Critical incidents (24x7) monitored to guarantee the SLA and resolution time;· Support Banks and B3 on network issues affecting the performance;· Help the developers to best use the available technology in order to maximize compatibility and reliability not loosing performance;· Managed multiple fronts regarding resolution of incidents, troubleshooting, implementations, corrections, configurations, installations, upgrades, design of new products, product lifecycle, software design (dotnet framework), infrastructure, as well as issues related to sustainment, stability and availability; monitoring of set of indicators such as TMA, TMR, NPS, productivity.· Responsible for ensuring accuracy, quality and effective communication to customers, addressing highest level of customer satisfaction.· Reported to the Operations Director and managed a team of 45 professionals, being 2 Coordinators. Show less

São Paulo, São Paulo, Brazil

· Part of the team responsible for identifying opportunities towards increase in client base, retention, usage of product and services, and volume invested for high income customers;· Worked in initiatives related to physical expansion, communication of marketing campaigns, design of products and services, cross-selling and upselling strategies, customer support/service, service channels, sales funnel, client relationship management. · Performed as bridge between Commercial team and IT… Show more · Part of the team responsible for identifying opportunities towards increase in client base, retention, usage of product and services, and volume invested for high income customers;· Worked in initiatives related to physical expansion, communication of marketing campaigns, design of products and services, cross-selling and upselling strategies, customer support/service, service channels, sales funnel, client relationship management. · Performed as bridge between Commercial team and IT personnel to improve usability and functionalities of IT systems (emphasis in CRM).· Nation wide training to Premier Branches;· Defining the roadmap for new branches to be open based on the capex and aligned with Regional and Branch Directors;· Support payments team in order to avoid fraud activity;· Monitor internetbanking and Premier channels to be online; Show less

São Paulo, São Paulo, Brazil

· Worked in corporate scope supporting Premier branches nationwide (~100) in every operational aspect in a cross functional perspective.· Part of the team responsible for defining best practices concerning branch management, operational efficiency, customer support, customer experience, facilities, compliance, capex, budgeting, HR, financial closing, fraud investigation.· Supply chain management in order to guarantee the service level nation wide and to match the global standards;·… Show more · Worked in corporate scope supporting Premier branches nationwide (~100) in every operational aspect in a cross functional perspective.· Part of the team responsible for defining best practices concerning branch management, operational efficiency, customer support, customer experience, facilities, compliance, capex, budgeting, HR, financial closing, fraud investigation.· Supply chain management in order to guarantee the service level nation wide and to match the global standards;· Implemented metrics, KPIs, processes, procedures, policies, guidelines, workflows, employees’ training ensuring full standardization and execution.· Suppliers evaluation to guarantee the timelines to timely deliver the products following the group global standards (Supply chain).· Process review and improvements delivered along with operational areas, technology and products.· Especific metrics to manage the supply chain in order to keep track of most important itens such as cards, checks and welcome kits.· Monitor branches systems;· Work with tech teams to increase performance on payment methods and internet banking; Show less

Curitiba

· Manage the incoming complaints and liase to undesrtand the cause, provide resolution to avoid recurrence and reply to the customer, Procon, Bacen or the press;· Provide details to support the legal team;· Use the RCA's to improve the process, working close the operations and products with its respectives PO's to enhance and gain eficiency;· Manage a team of 15 analysts;· Provide details to international complaints· Help local customers abroad;· Help local branches with… Show more · Manage the incoming complaints and liase to undesrtand the cause, provide resolution to avoid recurrence and reply to the customer, Procon, Bacen or the press;· Provide details to support the legal team;· Use the RCA's to improve the process, working close the operations and products with its respectives PO's to enhance and gain eficiency;· Manage a team of 15 analysts;· Provide details to international complaints· Help local customers abroad;· Help local branches with no english speaking employees; Show less

Curitiba

Curitiba

Curitiba

Curitiba E Região, Brasil

Pós, Gestão Da Qualidade Six Sigma

Mba Em Gestão De Ti, Informática

Bacharel Em Administração, Administração