Sandro Seibt Carvalho Email & Phone Number

Dublin, Ie

Dublin, County Dublin, Ireland

• Responsible for the Global Command Center, overseeing Operations for 4 BUs, with more than 4k agents globally• Managed SLAs for 3 different channels (email, chat and voice) with 24/7 support• Analytics support for different stakeholders, providing on-time data and enabling performance improvements, especially with handle time and occupancy• Manage a team responsible for global scheduling of FTE agents in 3 different regions• Provided strategic guidance during times of hyper growth and business reduction during crypto winter

Dublin, County Dublin, Ireland

• Responsible for 4 regional planning teams, covering capacity planning, workflow management, analytics and product business partners• Ramp-up the regional teams from 6 to 20 in 10 months, aligned to the company growth• Set-up the strategy for the region, with 10+ BPOs partners and 5+ in-house sites for a total of 15k+ HC, building the moderation strategies with other T&S Ops teams following our community guidelines• Provide cross-functional support for key projects, like EURO competition, Elections in EMEA countries and handling urgent escalations• Managed the HC growth and efficiency, driving utilization rate up 15pp• Developed and deployed content moderation strategies, managing tool changes, including AI enhancements.

County Dublin, Ireland

• Responsible for EMEA WFM, focused on GCP Support covering multiple internal and BPO sites in Europe. From HC planning strategy to scheduling implementation, managing multiple stakeholders in the organization and executing on Cloud Support Strategy,• Aligned enterprise customer's cases with internal support teams, while maintaining a stable operation, increased utilization rate by 10pp.• Reconfigured weekend on-call support globally, decreasing shift durations and aligning workload with on-call schedules.• Led the WFM analysis for the launch of Mission Critical Support, creating different staffing scenarios and supporting the overall implementation.• Migration of schedules from an on-call rotation to a WFM system (Deputy)

São Paulo Area, Brazil

• Responsible for WFM for LatAm, expanding responsibilities to include 2 Centers of Excellence, 200+ in-person centers in LatAm• Implemented a schedule efficiency project, saving $1.8MM in 2019 (20% of budget) in HC costs• Managed SLAs for 100+ Lines of Business, with more than 80% SLA achieved

São Paulo Area, Brazil

• Responsible for BPO WFM for Latam, managing 12 sites from 5 different vendor and 3000+ HC• Implemented Verint across 8 Centers of Excellence and several Greenlight Hubs Worldwide, covering 5000 HC• Implemented a process to track down orphan support tickets, reducing the average wait time from 30+ days to an average of 4 days globally• Drove efficiency in the region that lead to $30MM in savings in 2018, closing 4 BPO sites and opening 2 new ones in the period• Managed SLAs for 30+ Lines of Business, with more than 80% SLA achieved• Partnered with regional Centers of Excellence to transition high volume to BPO partners with no impact to operations

São Paulo Area, Brazil

Responsible for IT• Redesign the IT infrastructure, implementing VMWare, Avaya IPO, Google Apps, Cisco Network, Palo Alto Firewalls, Appassure backup, Equallogic Storage, Freshdesk Helpdesk, Horizon VDI, and a new Dell server farm• Support for the local ERP, developed web based systems to support local processes• Ensured system performance and availability, reducing downtime and ensuring 99,8% uptimeFrom 2015 added responsibility for Organizational Excellence• Worked with commercial department to develop a new bonus methodology• Redefined critical processes in the company. Helped design a new customer service area• Responsible for lean and 6 sigma initiatives, savings of 500k in yellow belt projects in 2015• New products launch and pricing• Monitoring and design of critical promotions, renegotiation for large chains, increased margin for a particular brand by 61%• Active in building the strategy of the company

Responsible for IT Operations, Service Desk and Batch Processing• Managed 100+ plus batch process that are critical to billing and operations• Ensured IT systems availability• Responsible for the Service Desk, handling 1000+ tickets per month

• Renegotiated telecom contracts that led to 40% in savings, representing R$2M• Redesigned the network core infrastructure, adding redundancy to support a 24x7 call center operation• Replaced the current WFM, Quality Monitoring and Voice Recording, software by a Verint integrated solution, in a deal that took advantage of potential synergies, with zero investment• Implemented Websense web and mail security solution, increasing security and restricting access to unwanted websites• Supported company physical growth of 150 positions• Managed 610 call center positions, supporting 50+ clients, implementing new process and working closely with vendors to ensure 99.999% availability for the telecom system

• Redesigned network for 8 plants to support data center consolidation project that generated $1M in savings• Implemented wireless network infrastructure supporting a $6M ERP project• Designed and delivered IP telephony with integrated support for voice and data leading to $100K in savings• Delivered $300K in savings with green belt telephony project including contract renegotiations and redesigned managerial controls• Replaced network for 60 sales offices in US for an affordable solution, with $300k in savings, managing the project remotely• Managed 2 contractors responsible for field support in the main company plant in Brazil with 5K employees• Participated in global network team, providing support for a wide variety of IT projects• Managed South America network projects with budgets of $50K to $500K and duration of 3 to 18 months

• Implemented new resilient network that used 2 suppliers and connected 8 Brazilian plants resulting in no future network failures• Procured new cell phone supplier for Brazilian operations in a 6 months project with $100K in savings

• Migrated 2K computers and servers to Microsoft Active Directory technology, in a worldwide project rollout

Mba, Administration, 3.58

Mestrado Profissional Em Administração (Mba Equivalent), Administration

Master in Business Administration with focus in Information Technology.

Bachelor’S Degree, Computer Engineering

Activities and Societies: Diretor Administrativo at AAACEC - Associação Atlética Acadêmica de Ciência e Engenharia de Computação