http://www.marcosdebruine.com

-Partnered with an NYSE American Co. to introduce and expand its technology in Europe and South America.

NICE Professional Services at:a) Advice:-Work with the client to help them reflect the needs of their IT environment by analyzing their current situation with the provider and create series of proposals to improve the present IT situation.b) Project Management (PM):Plan, organize, direct and control all the resources needed for a project according to the requirements and deadlines.c) Installation and Integration:Installation of all software and hardware… Show more NICE Professional Services at:a) Advice:-Work with the client to help them reflect the needs of their IT environment by analyzing their current situation with the provider and create series of proposals to improve the present IT situation.b) Project Management (PM):Plan, organize, direct and control all the resources needed for a project according to the requirements and deadlines.c) Installation and Integration:Installation of all software and hardware required:- NICE Perform 3.5- NICE Interaction Mangement 4.1c) Audit:Service evaluation and analysis of a platform to determine:- Meeting customer needs- Reliability of the platform. Ensure system quality- Analysis of possible improvementsa) Support: -Support Level 1 and 2 Show less

PRODUBANManager of Reengineering in Call Center Platforms. Improvement Strategy and Innovation Department.Coordinator and responsible for the Technological reengineering for the Call Center Platforms into the Santander GroupResponsibilities: • Manage and Coordinate the specialist team (ACD,CTI,IVR and Recording) for new projects:o Study the actual situation of a CCo Analyze possible improvementso Approve and homologate new products and versions of CC… Show more PRODUBANManager of Reengineering in Call Center Platforms. Improvement Strategy and Innovation Department.Coordinator and responsible for the Technological reengineering for the Call Center Platforms into the Santander GroupResponsibilities: • Manage and Coordinate the specialist team (ACD,CTI,IVR and Recording) for new projects:o Study the actual situation of a CCo Analyze possible improvementso Approve and homologate new products and versions of CC technologieso Design new CC architecture and strategy• Coordinate Project and Support team into the implementation of the new CC platformRelevant Projects:• Reengineering of CC in Brazil (7000 positions), CC in UK (6000 positions)o Migrate from TDM to SIPo Isolate critic Serviceso Reduce CPD space and consumptiono Migrate HW to SW environments (Virtual Machines)• Movement of CC equipment of Banesto and OpenBank into new CPD in Cantabria. Design and project the movement of the CC equipment of ACD, CTI, IVR and Recording Show less

Coordinator and Manager of the Recording area for all the Call Centers from the Santander Group.(Spain, UK, Germany, Poland, Brazil, Mexico, Chile, Argentina, USA)Responsibilities: • Define architecture and recording strategies for Call Center platforms• Coordinate integration and implementation projects• Manage and train support teams in different countries: Spain, Brazil, Mexico, UK, USA• Deliver Support Level 3Most Relevant Projects:• Management and design of… Show more Coordinator and Manager of the Recording area for all the Call Centers from the Santander Group.(Spain, UK, Germany, Poland, Brazil, Mexico, Chile, Argentina, USA)Responsibilities: • Define architecture and recording strategies for Call Center platforms• Coordinate integration and implementation projects• Manage and train support teams in different countries: Spain, Brazil, Mexico, UK, USA• Deliver Support Level 3Most Relevant Projects:• Management and design of a new architecture to stabilize and improve the performance of the recording platforms in Brazil (NP3.5), Mexico(NP3.1) and UK(Verint Ultra v10)• Design new recording architecture for Sovereign Bank in USA. NICE Perform 3.2, Germany NP3.5 Show less

Integrate and implement Recording Systems of NICE, Witness and VerintReview, approve and support recording projects with Sales and Presales DepartmentsImplement and support AVAYA applications like AES and Voice PortalMost Relevant Projects:• Credit Suisse: Install NP 3.1 VOIP system in 4 Call Centers in Spain and Gibraltar. Create Site Documentation and Train Customer Team.• SKY TV: Install NP 3.1 VOIP system in Milano Call Center in Italy. Create Site Documentation and… Show more Integrate and implement Recording Systems of NICE, Witness and VerintReview, approve and support recording projects with Sales and Presales DepartmentsImplement and support AVAYA applications like AES and Voice PortalMost Relevant Projects:• Credit Suisse: Install NP 3.1 VOIP system in 4 Call Centers in Spain and Gibraltar. Create Site Documentation and Train Customer Team.• SKY TV: Install NP 3.1 VOIP system in Milano Call Center in Italy. Create Site Documentation and Train Customer Team.• FCB: Install Witness v7 in Call Center Barcelona. Create Site Documentation and Train Customer Team.• MultiAsistencia: Install Witness v7 in Call Center Barcelona. Create Site Documentation and Train Customer Team• Deutsche Bank: Review, design and implement new solution for installed Nice 8.9 system by NICE partner. Show less

Integrate and implement Recording Systems of NICE.Customer Support on NICENICE experience:• NiceLog (Analogical, Digital, Trunk).Focus, Focus I, Focus II, Focus III• VOIP (AVAYA (H323 RAS, CMAPI), CISCO (Skinny, TAPI,ICM))• NICE Universe, NICE WEB Server, NICE Storage Center, NICE Screen Logger, NICE Screen Sense• Nice Perform, NPII, NPIII, NP3.1Most Relevant Projects:• Vodafone: Install NICE Universe v8.9 Platform in 7 Call Centers in Spain• Santander:… Show more Integrate and implement Recording Systems of NICE.Customer Support on NICENICE experience:• NiceLog (Analogical, Digital, Trunk).Focus, Focus I, Focus II, Focus III• VOIP (AVAYA (H323 RAS, CMAPI), CISCO (Skinny, TAPI,ICM))• NICE Universe, NICE WEB Server, NICE Storage Center, NICE Screen Logger, NICE Screen Sense• Nice Perform, NPII, NPIII, NP3.1Most Relevant Projects:• Vodafone: Install NICE Universe v8.9 Platform in 7 Call Centers in Spain• Santander: Install Recording system v8.9 for Call Center, Trading Floor and Private Banking Show less