Mário Silva Email and Phone Number

-At NOS SGPS, focused on Product Lifecycle Management. Defined and communicated Playce's product vision to ensure team and stakeholder alignment. Developed and maintained a detailed roadmap reflecting the product's priorities and company objectives.-Managed the product backlog, created and prioritized tasks, and participated in backlog refinement sessions. Wrote detailed user stories with clear acceptance criteria and supported the development team throughout the sprint lifecycle.-Organized regular meetings with stakeholders to gather feedback, align expectations, and communicate progress, also managed stakeholder expectations and tracked product performance metrics to guide development. Utilized applications like Kibana, Confluence, JIRA, PowerPoint, and Excel.

Coordinated the implementation of new business products, ensuring efficiency and timely delivery.- Managed and prioritized orders from the product area for effective fulfillment.- Defined and created technical product designs, collaborating with IT teams for accurate delivery.- Planned and conducted business simulations, validating product viability and performance.- Developed documentation for product activation, including technical guides and user manuals.- Managed stakeholder expectations, clearly communicating deadlines and progress.- Developed and maintained the product roadmap, achieving milestones and objectives.- Adapted design and implementation strategies for various business products.- Used applications like Excel, BSCS, Siebel, PowerPoint, JIRA (Agile), and Confluence.

Active in Randstad's Call Center Training and Quality Control team, covering Business Support lines Activations, Complaints, Customer Support, Retention).-As Trainer and Auditor, analyzed and controlled process and service quality, and implemented sales motivation strategies.-Continuously improved processes and developed quality control for the Activations team, evaluating over 30 products and technologies.-Defined requirements for an application for automatic business product activation and identified necessary skills for software development.-Conducted activation tests for all products, reported errors, and detailed required changes.Applications used: Excel, BSCS - FrontEnd CPM, Siebel, PowerPoint, Activis.

-Receiving calls and messages:-Answering customer phone calls, emails and chats. -Process requests for new services, upgrades and cancellations.-Scheduling and coordinating service and maintenance installations.-Update and maintain accurate customer records in the customer-Process and follow up service orders, from opening to completion.-Collaborate with other teams, such as the technical team, to ensure efficient problem resolution.-Provide administrative support for back office activities.-Advanced knowledge of telecommunications products and services.Applications used: Excel, BSCS - FrontEnd CPM, Siebel, Power Point, Activis.

- Complaints management: Reception, resolution and feedback for improvements.- CRM: Follow-up, loyalty programs and satisfaction surveys.- Warranty and Repair: Processing warranties and repair services.- Consulting: Offering technical advice and product recommendations.- Proactive Communication: Informing about updates and maintenance.- Logistics: Inventory management and shipping logistics.- Analysis: Generate performance reports and analyze data

- Process management: Coordinate and optimize internal processes related to orders, billing and technical support.- Administrative Support: Managing documentation, contracts and customer records.- Reporting and Analysis: Generate and analyze performance reports, identifying areas for improvement. - - Compliance and Quality: Ensure that all operations comply with regulations and quality standards.- Institutionalize -Best Practices: Create procedures that, in the words of the report, are characterized by excellence, innovation and a clear contribution to overall organizational performance while setting and achieving the objectives of the office’.- Communication: Facilitate internal communication and ensure that information flows efficiently between different departments.