Drive to closure critical escalations for Datacenter clients.Expedite resolution managing cross-functional resources.Build or re-build the client's trust and business relationship.Understand client's IaaS, SaaS, and PaaS.C-Level negotiationManage project teams crossing organizations

• Lead Major IMAC automation process. Aligned with new IDSM policies. Reducing loss for over $2.5m. USD/1st year• Increased application and digital services utilization in 40% (PAAS & SAAS)• Reduced SD process deviation in 5% increasing QA (+3%) and NPS (+12%)

Service Delivery: Stablish controls and reporting for KPIs, OLAs and SLAsBusiness Relationship Management (governance, internal and external)Business Intelligence: Use of BI tools to generate relevant data and reports for the decision making and strategic planning.Finance Planning: Budget management; procurement, business strategy, expense reports, P&L reporting.Customer Relation Management: MS Dynamics administrator.Service automation: Identify automatable processes and coordinate automation adoption and implementation.Service improvement: Use relevant data to improve the services being provided.Quality Assurance: Planned, design and implementation of the Quality Assurance process.Staff Management: Manage Level 1, 2 and 3 technicians.Train and Supervise SMEs, Supervisors and techs.Cisco Administrator (CUCM, CCX, CUCA, RSA, ISE)Knowledge Management System administration: Owned KMS processesCustomer Satisfaction: Implementation and review of Transaction Monitoring, CSat and Case Management analysis.CIM: Accountable for all Critical/Major incidents and RCA.Six Sigma methodology implementationDesign and execution of Business Staffing Capacity PlanDesign Quality Assurance model design and development (determine confidence level, sample size, requirements, controls, measurement and reporting)Developed contingency and catastrophe plan. Develop and implement ticket system Case Management system.POS: InfoG admin, VMware admin.

PMO for Quality Assurance and ComplianceKey role on the Service Transition to Service Operation phase.C-Level communication: Reporting to Directors and VPProcess improvement managementCritical Incident Management analysis: RCA, study cases reporting, Transaction Monitoring Process for four Regions (NA, LatAm, EMEA and ASPAC)Global CSat and DSat analysis performed in 14 LanguagesProcess mapping and documentationWork with other managers, leads and supervisors across the globe to standardize and align service requirementsLanguage Proficiency Compliance and TestingCertify and maintain QA&C process aligned to ISO 9000-2002 standards.Non-conformance control

T2 Technical Lead2 yrs Managing Customer Experience for the Brazil RegionSupervising Level 1, Level 3 and Legal Escalations teamsResponsible to train new Tech Leads and SupervisorsLogistics coordination within Product Distributor, Microsoft, Shipping Company and End User.Continuous ImprovementChange management (Plan re-design) Recruitment for new personnel

Provide agents with techniques to effectively connect to customers.Maintain team motivated towards the collections daily objectives.Report results to internal Management