Steve Dasilva Email & Phone Number

Houston, Texas Area

Provide software solutions from within the Oracle Customer Experience (CX) Service Automation portfolio (now known as Oracle Service Cloud) for Large Enterprise Accounts (greater than $500M) across Western United States. The CX Service Auto Organization (which includes the acquired products of RightNow, Inquira, Siebel and ATG) is responsible for industry leading Customer Experience solutions deployed at thousands of leading customer centric organizations worldwide. Our solutions empower brands to understand their customer needs, solve customer problems and ensure delightful customer experiences. By providing a unified cross-channel solution that spans web, mobile, call center, email, chat, knowledge and social, we connect every interaction your customer has with your brand.

Houston, Texas Area

Business Communications Solutions - Provide customers Insight on Best Practices, Leading Industry trends with a focus on the Economic returns of Communications Investments.

Built and managed team of Advanced Applications Sales staff across the U.S. Responsibilities included expense management against budget and increasing customer base and company recognition with the end-user community. Increased revenue for equipment sales and maintenance services in assigned geographic territories. Assisted all regional sales teams with Advanced Contact Center and Unified Communications applications opportunities. Annual sales and revenue objectives in 2006 were $6.5 million. Finished 2006 at 265% of quota, 2007 at 155% of quota and 2008 at 185% of quota.

Worked with existing channel partners and direct customers to define contact center solution requirements in order to propose appropriate technology and professional services to solve their business problems. Assisted BCE Elix with expansion into the U.S. market for their products and services. Vendors included Cisco IPCC (Express & Enterprise), IEX (WFM), Genesys (full suite of solutions, Routing, CTI, IVR, and WFM), Verint (QA Recording & Monitoring), and BCE Elix screen pop and contact center reporting products (Impresario & Presto).

Responsible for building customer relationships that delivered contact center sales results for assigned NextiraOne National Accounts. Assisted the sales teams on highly complex, technical contact center solutions in a consultative selling environment. Knowledgeable on Cisco, Nortel and Genesys contact center products and services as well as Workforce Management, Quality Monitoring and Outbound technologies. Experienced in customer presentations and contract negotiations. Carried a $6 million quota in 2002 and a $12 million quota in 2003.

Duties included overall responsibility for leading and managing the Contact Center Business Unit for all of Williams Communications Solutions. Position required strategic planning and business development and involved directing a senior management team who in turn managed regional teams staffed with technical experts. Regional teams possessed specialized skills and provided customer care/contact center professional services, presales engineering and consultation, application development, systems integration and CRM software product development. Additionally these teams offered CTI programming, technical writing and documentation, software testing and Quality Assurance project management and application maintenance. Position carried a responsibility for the management of 110 people and control of a $16 million budget.

Responsible for leading and directing highly skilled resources in the delivery of advanced contact center and CTI solutions sold within Williams Communications Solutions’ Central Territory. Fully accountable for managing the pre-sales engineering consulting team, Integration/Development specialists and the Technical Support specialists, ensuring effective and profitable implementations of customer care contact center solutions. The position included planning, budgeting and forecasting responsibilities, customer and third-party supplier presentations and negotiations, and new business development with the Central Territory covering all of Canada and 18 mid-west states.

Responsibilities included directing a specialized team of IS resources (programmers, analysts and communications experts) in the delivery, development and support of all Information Systems and Communications Networks for the Canadian business operations. This role included full managerial responsibilities such as planning, budgeting, recruiting, and coordinating vendor relations.

Responsibilities included being fully accountable for the day-to-day operations of CIBC’s Domestic and International Networks in support of the bank’s retail branches, corporate office and subsidiary businesses. Duties included ensuring delivery of high quality and cost effective communication services consistent with the bank’s strategic objectives. Role required establishing and implementing annual plans, controlling a $3.5 million operating budget and managing and directing 58 highly specialized Supervisors, Analysts and Network Operators.