Ronye Gavioli Email & Phone Number

Santiago De Compostela, Galicia, Spain

- Queue management- Bug reporting- Network auditing- Network and servers remote testing- Mentoring new hires- SME for the public network

Slough, United Kingdom

- Provided timely resolution of product and accounting related customer support issues- Exercised independent judgement and analysis in determining the best method(s) to resolve issues and ensure customer loyalty and satisfaction- Acted as first point of contact for customer training, data conversion, setup/configuration, and problem solving, service delivery and escalations- Maintained and enhanced customer satisfaction by providing ongoing, proactive support throughout the customer life cycle

Reading, United Kingdom

- Part of a team of Service Program Managers responsible for providing ordering and billing support liaising internally with financial and delivery departments to solve in a timely manner serious issues that could affect the Customer Satisfaction;- Leading monthly service reviews with major customers to review service requests, pending orders, disputed invoices, unpaid bills and to answer any service concerns with our organization;- Representing the voice of the customer in internal Quarterly Business Reviews with executive management to review survey results and discuss possible business leads;- Mentoring junior colleagues succeeding to improve their decisions based on the DIKW model;- Providing regular updates to customers during the incident resolution cycle;- Management of communication with the customers aligning with the management of internal resources, appropriate escalation and ongoing communication with all parties;- Ensure that the right-fit Service Support and Service Delivery policies and processes are in place to meet individual customer needs and make sure these are being met internally;- Making recommendations to improve the customer service experience and/or manage the workflow inter-department. Escalating any issues related to engagement with engineers and receiving information/updates;- Chasing out backorder reports to ensure that customers are being billed post completion of works and no longer billed after the disconnection of circuits and its related services.

Madrid Area, Spain

- Member of a team of 13 Service Managers located throughout EMEA, South and NA, and APAC charged to provide post-sale support and resolve high-level escalations of all customer related issues for our business partners and large customers.- Being the voice of the customer in acting as a liaison between the customers and our internal organization to drive organizational improvements.- Leading Quarterly Business Reviews with major partners to reinforce our support, review major incidents with lessons learned, and ensure the customer satisfaction with our solutions and service.- Leading monthly service reviews with Business Partners to review service requests, address open escalations, and answer any service concerns with our organization.- Representing the voice of the customer in internal Quarterly Business Reviews with executive management to review KPIs and provide a global picture of our products and services from a customer perspective, and to push for improvements in the quality of our products and support.

Wokingham

- Manage the Phone/Web/e-mail Technical Support functions as well as recognising, prioritizing and resolving normal issues, escalating problems & queries about Zyxel products;- Establishing, Logging and documenting policies and procedures.

Munich Area, Germany

- Manage the Phone/Web/e-mail Technical Support functions as well as recognising, prioritizing and resolving normal issues, escalating problems & queries about Akamai's products;- Establishing, Logging and documenting policies and procedures.

Camberley, United Kingdom

- Manage the Phone/Web/e-mail Technical Support functions as well as recognising, prioritizing and resolving normal issues, escalating problems & queries about Software Rights Management products, such as installation, maintenance, defects reproduction and expected functionality;- Establishing, Logging and documenting policies and procedures.

- Managing and coordinating Critical Support issues identified at customer locations across Europe, Middle East and Africa. - Working across support teams and across other areas such as Professional Services, Sales, and R&D to facilitate the resolution of such issues.

- Managing and coordinating Critical Support issues identified at customer locations across Europe, Middle East and Africa.- Working across support teams and across other areas such as Professional Services, Sales, and R&D to facilitate the resolution of such issues.

Slough, United Kingdom

- Manage the Phone/Web/e-mail Technical Support functions as well as recognising, prioritizing and resolving normal issues, escalating problems & queries about the Clarity® Platform, such as installation, maintenance, functionality and Project Portfolio Management rules;- Establishing, Logging and documenting policies and procedures.

Devizes, United Kingdom

- Customer Support and Cross-Sales to the Italian and Portuguese markets;- Language Support to the Accounting Dept.

- Negotiation, Follow-up and Management of Commercial Proposals; Management of the Sales/Services team on the Elaboration of Tenders, Proposals and Quotations;- Prospecting of the Internal Strategies of our clients about future improvements and investments on their Installed Telephone Network;- Identifying the requirements of the clients ensuring that their projects and expectations are attainable and realistic in relation to Alcatel’s products and services portfolio;- Identifying and acting upon service and business issues that are damaging the client relationship and owning their resolution along with the appropriate department to the client satisfaction;- Day to day accounts management involving the constant updating of the Alcatel’s database, including organisational structure, current/future opportunities and plans of investment;- First-line management of all issues associated with the smooth running of our mutual businesses.

- Preparation, Supervision and Negotiation of commercial proposals encompassing the Optical Transmission, Digital Radio, WLL and TMN fields (OSI Model – Layers 1 and 2);- Supervision of third part supplying agreements, as well as development of partnership with new suppliers and subcontractors;- Supervision of Deployment of projects such as schedules, Milestone plans;- Responsible for the successful definition, delivery and transition into service of systems infrastructure, operational support systems and support processes (both reactive and proactive) meeting time, cost and quality objective;- ISO 9000 Internal Auditor.

São Paulo Area, Brazil

Bachelor, Telecommunications

Postgraduate Lato Sensu, Business&Marketing

Electro-Mechanical Technician, Military High School