Marcus Xavier Gomes Email & Phone Number

As HTOM, I've been managing people, tools and processes to deliver premium support services in complex environments. It includes:- Act as customer’s strategic support consultant for both strategic and critical accounts- Develop a quick and appropriate response to the customer needs, making an active interaction with different business units, ensuring customer satisfaction - Work closely with the account ecosystem (Sales, Pre-Sales, Delivery, Development teams and others) to develop solutions with our product/services portfolio.- Follow up to services contract renewals.- Act as Focal point of contact in critical situations and serving as an escalation level;- Develop and implement Continuous Improvement Plans, generating significant impact to the organization by increasing Customer Satisfaction and Operational Efficiency, Optimizing Costs and Managing/mitigating risks;- Coordinate technical trainings, educating customers and partners on support processes and writing procedures if applicable.- Exposure to Cisco teams and Customer Executive level of KPI´s, SLA´s, Action Plans to drive success. - Team Mentoring & Coaching - Work with different Cisco and Supplier teams, located around the world.

• Responsible for establishing and maintaining key relationship with customers and partners at the executive and operational level.• Understanding customer business and its objectives to better meet their needs and expectations.• Acting on incident and problem management, engaging the adequate technical support to solve customer issues.• Educating customers and partners on support processes.• Implementing Key Performance Indicators (KPIs) to measure delivery quality and analyzing service support data.• Responsible to develop effective customer operational business reviews, improvement plans, operational trend analysis, customized reports and executive summary. • Increasing customer satisfaction level by delivering first-class technical support.

- Engaging the client by welcoming them warmly with a pleasant demeanor, using the client’s name whenever possible, and thanking them for doing business with Chase- Assisting customers and making clients feel appreciated- Developing an expert knowledge of our self-service and digital platforms to help customers learn how to complete their banking needs whenever, wherever and however they want with self-service options, including the Chase mobile app, Chase.com, and ATMs- Exhibiting strong customer service skills, presenting consumer-bank focused products and services while proactively educating clients on utilizing available access channels- Proactively collaborating with others to help customers- Helping build relationships with customers by connecting them with team members who can help them address their financial needs- Ensuring financial transactions are completed accurately and efficiently, while complying with all policies, procedures and regulatory and banking requirements- Supporting customers with traditional banking needs and complex service transactions putting the customer’s needs at the center of everything- Providing proactive customer outreach to gauge success and offer new tools to help customers meet their consumer banking and investment goals

Chandler,Az

Develops and monitors budgets and sales goals related to food and labor costs.Estimates daily and weekly production and inventory food requirements.Coordinates inventory needs with menu forecasts.Monitor all food products for quality and established standards.Interact with kitchen management on presentation and menu innovation.Administrative duties, complete paperwork, daily reports, menu analysis, cost analysis, and ordering supplies for point of sales system.Responsible for all subordinate performance reviews and disciplinary actions.

Chandler, Arizona

Office Administrator - Payroll, Hiring and Terminating process(ADP RUN and workforce) - E-Verify process - Accounts Payable and Receivable - Inventory and Food Cost- Managed electronic records database and handled all file requests- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.

Rio De Janeiro E Região, Brasil

• Premium operation management support for Rio2016 Olympic Games, Enterprises (including data center) and Service provider accounts in Brazil and Argentina. • Responsible for establishing and maintaining key relationship with customers and partners at the executive and operational level. • Understanding customer business and its objectives to better meet their needs and expectations. • Acting on incident and problem management, engaging the adequate technical support to solve customer issues. • Educating customers and partners on support processes. • Implementing Key Performance Indicators (KPIs) to measure delivery quality and analyzing service support data. • Responsible to develop effective customer operational business reviews, improvement plans, operational trend analysis, customized reports and executive summary. • Increasing customer satisfaction level by delivering first-class technical support.

Cisco Rio De Janeiro

Field Engineer (On-site at Petrobras S.A. – National Oil and Gas company) with the following objectives: • Post-Sales Support (Assistance with TAC Cases and RMAs)• Crisis Management • Generation and Presentation of Periodic Reports to Customer• Help Cisco Account Team in Proof of Concept (POC) processes at customer • Integration between TAC, Advanced Services, BU, DE and SSM teams;

Rio De Janeiro - Cit

Management Sales team • Exceeding the annual forecast in 100%. My main collaboration was the creation of new processes to contact customers, increasing the customer satisfaction. Administrative Assistant • Purchasing Department. • Asset control (auditing) • Accounts Payable and Receivable Technical Support • VOIP support • Technical support – Hardware Replacement, Windows Server, Linux Admin and Moodle

Rio De Janeiro

Sales and Customer Services • Sales of Products from Minute Maid (Coca-Cola Company) and Kellogg Company • Inventory control (auditing) • Field Sales advisor (responsible for sales growth and revenue increase)

Rio De Janeiro - Ces

Administrative Assistant • Administrative Assistant with the main goal to reduce the number of customer’s collections, reductions of: 70% in defaults of 5+ years old, and 20% on debts with less than 5 years old.

Rio De Janeiro E Região, Brasil

Account Manager • Customer Services • Risk Assessment – Loans and Leasing operations • Management of 100+ accounts, analyzing the risk for loans and leasing for these customers. During five years at this bank, I have had six role promotions due to improvements and high performance.