Mario Renato De Castro Email & Phone Number

Ridgefield Park, Nj, Us

Lead the Customer Care organization for the Mobile division ensuring key Strategic goals are met. Managing existing and creating new and innovative Care solutions that will provide a differentiated advantage in the market place. Key focus areas include product quality, device repair innovation and Best in Class Customer experience.

Ridgefield Park, Nj, Us

I facilitate wireless account management and reverse logistics operations for North American carriers managing first- and third-party repair services and triage.While employed in this role, I:• Earned over $200M in revenue from a losses in 2016 - by negotiating major service agreements for out-of-warranty service from various U.S. carriers (such as T-Mobile, AT&T, and Verizon).• Saved $100M by eliminating unfavorable contractual losses via service term negotiations with major U.S. carriers.• Managed 1.6 million repairs in onshore and offshore, with additional accountability for third-party operations from T-Mobile, Verizon, AT&T, and various mobile virtual network operators (MVNOs).• Achieved the #1 ranking in U.S. mobile carrier scorecards by reducing turnaround from 10 to 2.3 days, as well as better yield with 24% improvements in overall service quality.

Ridgefield Park, Nj, Us

I administered carrier service account management initiatives with a primary focus on improved customer experience and reduced operational repair costs by boosting key metrics including "no trouble found" (NTF) and "first-time resolution" (FTR). In turn, I offered additional support via the active identification and institution of business practices enabling lower exchange rates and higher customer satisfaction rates.While employed in this role, I:• Achieved $14M in savings - and avoided unnecessary repairs for over 30K devices - in 2015 by implementing multiple projects to boost operational efficiency across four major carriers in the U.S.• Decreased repeated calls by 50% within the span of three months for a single carrier via strategic call center initiatives.• Earned #1 ranking in customers' scorecards following successful improvements in overall reverse logistics operations.

Espoo, Southern Finland, Fi

I ensured the proper planning and implementation of regional customer care initiatives in accordance with global customer care guidelines and goals (as supported by consistent governance frameworks). I was also tasked with coordinating regional quality management system (QMS) deployment and ISO9001 certification. I similarly utilized MS SharePoint to maintain collaborative site and execution plan control. In turn, I facilitated additional planning for regional projects in conjunction with the company's sourcing teams, as well as sourcing consultancy and advisory services for especially complex projects.While employed in this role, I:• Saved $36.7M in regional warranty costs within three years via process improvements and cost avoidance in the aftersales market impacting reverse logistics within the company's service channel and repair operations.• Collaborated with area and regional teams on the implementation of a new project management office (PMO) governance aligning local priorities for strategic initiatives, subsequently achieving $37M in major savings through continuous improvement-focused solutions.

Espoo, Southern Finland, Fi

I guided the development of global sourcing strategies and transformation programs in conjunction with customer care partners to support transitions from device repair to solutions providers. I similarly, organized the additional development of alternative methods to compensate vendors while also incentivizing them to achieve pertinent business targets via the implementation of a pay-for-performance "scorecard" in accordance with then-current service-level agreements (SLAs).While employed in this role, I:• Maintained $8M in average annual savings via the initiation of a global sourcing organization focused on service channels for aftersales customer care and the annual spend volume of over $600M.• Ensured 100% compliance and guaranteed quality for selection processes by developing new methods and tools to source authorized service vendors, subsequently earning adoption as a best market practice.• Boosted customer satisfaction metrics by 20% following the introduction of a vendor management organization enabling the improvement of authorized service performance.• Drove higher alignment with corporate strategies and objectives - and promoted more collaborative relationships - via the implementation of a new supplier relationship management (SRM) framework.

Espoo, Southern Finland, Fi

I established and maintained the costumer care sourcing strategies supplemented by $130M and a team of three buyers located throughout Latin America. I was also tasked with developing sourcing tools for vendor selection across multiple authorized service centers for customer care (including financial and viability simulation tools). I similarly cultivated ongoing relationships with strategic partners by utilizing comprehensive vendor business reviews.While employed in this role, I:• Achieved 100% purchase order (PO) coverage by actively engaging with internal stakeholders and presenting real-added value for procurement.• Boosted vendor service level - and drove better customer care results within the company's customer support and repair processes - via "pay for performance" scorecards in then-current service agreements, with subsequent improvements in customer satisfaction, FTR, transit time, repair/warranty costs, and other various areas.• Leveraged contracts throughout Latin America by reducing the number of suppliers from over 50 to less than 13.• Increased the usage of e-sourcing tools by 85%, subsequently enabling more transparent and efficient operational procurement (and decreasing overall time for processing from around five [5] days to 24 hours).

Munich, De

With a team of 18 buyers, implemented a Purchase Order Center in Latin America and e-procurement solutions. Provided the infrastructure for cross-group/cross-regional pooling activities and operation of the Regional Procurement platform according to Siemens-wide global purchasing processes and standards with the objective of maximizing the contribution to net income.

Munich, De

Focus on negotiating with the main LSP – Logistics Service Providers. Project leader in specific Logistics projects in Brazil, such as Inbound/Outbound solutions for the telecom division and Warehouse operations.

São Paulo, Sp, Br

• Responsible for major contracts of IT and mobile phones in Brazil.• Multifunctional project management in the areas of procurement.• Implemented e-Procurement solutions (Reverse Auctions, Catalog, RFx).• Participation in the development of the Administrative and Procurement policies and procedures.• Logistics Distribution process for mobile phones with interfaces with the Marketing/Sales divisions.• Enhanced solutions for Customer Care operations in Brazil (Call Centers and Customer Support) and the logistics for marketing promotional materials.• Interface with global Stakeholders representing the organization and monthly reporting results.

Rio De Janeiro , Rj, Br

• Project Management in several Real Estate and Security projects;• Performance Evaluation and Control (Quality/Cost/Volume/Quantity)• Implementation of Intranet network for procurement• Implementation of Process Flows and Procedures• Management of Audits in the internal processes• SAP module MM key user, budget control

Indirect buyer for Brazil

Campinas, Sp, Br

Import and Export process

Master'S Degree, Business

Bachelor'S Degree, Business Administration And Management, General