Abner S.
Senior Customer Success Manager at Sencinet- Claim this Profile
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Bio
Liao T.
Abner is the professional every organizations desires to grow its business. He is hard working, resilient and focused Manager that always makes sure strategy achieve its goals. When the challenge is hard, he is such captain that you will want near to inspires its delegates. He ensures all below him receives equal treatment, and because is respected as such, good results comes to whatever he is handling.
Rainer Pasquini
Abner, I can recommend as a person with great proficiency and deep experience of solutions. Abner is a self motivated and wise person but also an inspiring perfectionist. Creative strategist with great interpersonal skills. Customer focused and honest team player. If you ever need someone to deliver under pressure, no slip-ups, just results, Abner is your go-to person!
Liao T.
Abner is the professional every organizations desires to grow its business. He is hard working, resilient and focused Manager that always makes sure strategy achieve its goals. When the challenge is hard, he is such captain that you will want near to inspires its delegates. He ensures all below him receives equal treatment, and because is respected as such, good results comes to whatever he is handling.
Rainer Pasquini
Abner, I can recommend as a person with great proficiency and deep experience of solutions. Abner is a self motivated and wise person but also an inspiring perfectionist. Creative strategist with great interpersonal skills. Customer focused and honest team player. If you ever need someone to deliver under pressure, no slip-ups, just results, Abner is your go-to person!
Liao T.
Abner is the professional every organizations desires to grow its business. He is hard working, resilient and focused Manager that always makes sure strategy achieve its goals. When the challenge is hard, he is such captain that you will want near to inspires its delegates. He ensures all below him receives equal treatment, and because is respected as such, good results comes to whatever he is handling.
Rainer Pasquini
Abner, I can recommend as a person with great proficiency and deep experience of solutions. Abner is a self motivated and wise person but also an inspiring perfectionist. Creative strategist with great interpersonal skills. Customer focused and honest team player. If you ever need someone to deliver under pressure, no slip-ups, just results, Abner is your go-to person!
Liao T.
Abner is the professional every organizations desires to grow its business. He is hard working, resilient and focused Manager that always makes sure strategy achieve its goals. When the challenge is hard, he is such captain that you will want near to inspires its delegates. He ensures all below him receives equal treatment, and because is respected as such, good results comes to whatever he is handling.
Rainer Pasquini
Abner, I can recommend as a person with great proficiency and deep experience of solutions. Abner is a self motivated and wise person but also an inspiring perfectionist. Creative strategist with great interpersonal skills. Customer focused and honest team player. If you ever need someone to deliver under pressure, no slip-ups, just results, Abner is your go-to person!
Credentials
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Analyzing and Visualizing Data with Power BI - Exam 70-778
MicrosoftNov, 2019- Nov, 2024 -
Lean Continuous Improvement
BQFMay, 2019- Nov, 2024 -
ITIL Foundation Certificate in IT Service Management
OGC / itSMFFeb, 2018- Nov, 2024 -
CCNP R&S - Cisco Certified Network Professional Routing and Switching
CiscoJul, 2008- Nov, 2024 -
CCNA - Cisco Certified Network Associate
CiscoFeb, 2007- Nov, 2024
Experience
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Sencinet
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Brazil
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Telecommunications
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300 - 400 Employee
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Senior Customer Success Manager
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Sep 2022 - Present
- Managing Sencinet customer success team Latin America which oversees 100+ customers - Working side by side with Sales / Account / Delivery / Operations groups to ensure we are targeting customer needs - Understand customer business and how they recognize Sencinet services in order to keep improving - Evaluate performance indicators along with contractual terms to ensure Sencinet is in compliance with it and present the results back to customers on bi-weekly and monthly basis - Use of market tools like Net Promoter Score (NPS) to evaluate customer satisfaction and following up with the results - Visiting customers on regular basis to understand where their business is going next and how Sencinet can follow up with their journey - 24h/7 days a week escalation point for on-going network/delivery cases Show less
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Cirion Technologies
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Senior Operations Manager
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May 2022 - Sep 2022
Responsible for all operational aspects of the spin-off transition from Lumen to Cirion related to international customers. (Interviewing/Hiring new agents, process and documentation etc..) - Dedicated operational business partner for big techs: Microsoft / Google / Amazon / Apple / Meta - Actively managing critical network cases end-to-end to guarantee proper resolution and customer satisfaction - Making sure performance KPIs are in sync with contractual agreements - Managing internal support groups across different countries worldwide - Managing people and services on 3 different languages on daily basis (English / Spanish / Portuguese) Show less
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Sencinet
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Brazil
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Telecommunications
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300 - 400 Employee
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Head Of Operations
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Oct 2020 - May 2022
- Lead of all end2end Customer Service Management, including Service assurance contract obligation management, continuous service improvement planning. - Lead Customer satisfaction improvement & loyalty enablement and cost2serve / cost2failure management, for the Latin America market with over USD80M revenue / +200 contracts. - Lead of all end2end Customer Service Management, including Service assurance contract obligation management, continuous service improvement planning. - Lead Customer satisfaction improvement & loyalty enablement and cost2serve / cost2failure management, for the Latin America market with over USD80M revenue / +200 contracts.
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BT for global business
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Telecommunications
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1 - 100 Employee
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Head Of Operations
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Apr 2019 - Oct 2020
- Lead Latin America transformation at operational level, improving cost-efficiency, customer experience and performance levels. - Interactions on daily-basis with Executive/Director/VP board, performing results, project plans presentations. - Experience with Latin America different market sectors like Banking, Food, Medical. - Interface with end-customer decision makers like Caixa Economica Federal, Bradesco, Itaú, Grupo Pão de Açúcar, Walmart, Nutresa, Argos, Grupo Família, Walmart, Outback, etc.. - Managed over 200+ people under Operations structure, ensuring a continuous improvement program and service level management Show less
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BT Group
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United Kingdom
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Telecommunications
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700 & Above Employee
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Senior Operations Manager
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Jan 2014 - Apr 2019
- Act as operational focal point for Global Customer Services Country/Regional Interface with External/Internal Stakeholders- Large international experience in IT market, outsourcing contracts and outsourcing projects- Service Management (Service Levels Management) and Customer Satisfaction Recovery mainly with large customers (ie: Unilever, Fiat, Syngenta, MARS, Jabil Circuits, British and Tobacco) - Continuous Improvement following ITIL model combined with best practices learned over the years- Customer Relationship Management with regular presential visits - Interlock with other Service Lines to ensure customer support quality end to end Show less
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Global Problem Manager
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Jan 2013 - Dec 2013
Scope:- Analyse critical incidents assigned to determine root cause, the resolution, and identify and recommend any improvements that can be made to prevent recurrence.- Track Problem governance metrics and continuously seek to improve the Problem management KPIs (daily/ weekly/ monthly basis) – e.g.: Problems open, closed, problems with no Post mortems done, Problems with no tasks, Problems ready for closure etc.Key Achievements:- Capacity Reports identifying lacks in the network design that can be improved.- Manage the life cycle of problems through root cause analysis, to the completion of associated error resolution tasks of problems resulting from incidents in the production environment.- Proactively identify incident trends in application/technology initiate proactive projects to prevent problems from occurring.- Interface with Incidents / Projects / Changes to highlight key problems and initiate error resolution activities which out trading applications run.- Conduct post mortem investigations on critical incidents, identify and recommend corrective action items, and produce a business facing document detailing the incident, root cause, and steps for remediation.- Track the completion of problem root cause and error resolution tasks- Analyse the areas of improvement in automation terms & streamlining business reports Show less
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Senior Network Engineer
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Jan 2010 - Jan 2013
Technical Scope: 3rd Level Change Implementation/Incident Management - Responsible to create and implement complex data changes into big customer's network such as Unilever, Inbev, Pepsi and SabMiller, Fiat, Basf, Mars, etc.. • Designed and Implemented the Satellite+VPN solution to Inbev customer in Latin America. - High skilled on Troubleshooting/Implementing/Designing networks Key Achievements: Leveraged Multiple language skills to provide English/Spanish/Portuguese-language support to clients. Troubleshot and resolved IPSec and SSL VPN connections, including extensive IPSec troubleshooting on Cisco platform. Performed technical review/documentation of network changes; Conducted intermediate Layer 2 troubleshooting and intermediate circuit investigations. Contributed to cost reduction efforts by recommending rotating schedule. Show less
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Telefónica
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Spain
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Telecommunications
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700 & Above Employee
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Network Solutions Architect
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Apr 2009 - Dec 2009
∙ Responsible for a team of 5 people that was ahead of the project “Network Renew” - of major Telefonica customers in Peru. (Banco del Comercio, Banco Continental, Scotiabank, ONP and others)∙ Visits were made to clients to be inventoried current equipment based on ITIL standards ∙ Based on the inventoried equipment, various customer meetings took place to discuss and understand the real needs of each customer. The design suggestion was made after that and presented to each customer for another round of discussion and detail explanation. If all details were approved, the Design was passed to Telefonica commercial area for finance negotiation. I’ve designed MPLS, DMVPN, SATELLITES solutions with redundancy scheme ( Primary and Backup link with multiple Core Switches on a network using Cisco or Juniper Wan Accelerators ). Show less
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AT&T
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United States
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Telecommunications
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700 & Above Employee
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Senior Network Operations Center Engineer
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Aug 2008 - Apr 2009
Provide support network second and third level, install, configure and maintain network equipment (routers, switches, hubs, fiber, modems), diagnose and troubleshoot hardware and software. Excellent communication skills and interpersonal relationship. Support internal accounts and working closely with field engineers from all countries in the world, as well as service providers . • Resolution of problems that involve protolocos networks such as TCP / IP OSPF, EIGRP, BGP, RIP v2, ISIS, Frame-relay, ISDN and DECnet. • Implementation of L2 and L3 Switches configurations, VLAN's. Routing between VLANs and QoS implementation • Conduct activities monitorization Network: Tools (Netview / Netcool) • Run implementation projects for new facilities and design solutions for network environments. · Troubleshooting LAN / WAN / MAN / WLAN. Show less
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IBM
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Senior Network Specialist
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Jul 2006 - Aug 2008
Provide support network second and third level, install, configure and maintain network equipment (routers, switches, hubs, fiber, modems), diagnose and troubleshoot hardware and software. Excellent communication skills and interpersonal relationship. Support internal accounts and working closely with field engineers from all countries in the world, as well as service providers . • Resolution of problems that involve protolocos networks such as TCP / IP OSPF, EIGRP, BGP, RIP v2, ISIS, Frame-relay, ISDN and DECnet. • Implementation of L2 and L3 Switches configurations, VLAN's. Routing between VLANs and QoS implementation • Conduct activities monitorization Network: Tools (Netview / Netcool) • Run implementation projects for new facilities and design solutions for network environments. · Troubleshooting LAN / WAN / MAN / WLAN. Show less
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Motorola Mobility (a Lenovo Company)
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United States
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Computers and Electronics Manufacturing
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700 & Above Employee
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HelpDesk
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Jan 2005 - Dec 2005
* Lan Support ( instalation and troubleshooting ) of switches cisco, computers, printers. * Cabling * Computer Hardware support * Computer OS support. * Lan Support ( instalation and troubleshooting ) of switches cisco, computers, printers. * Cabling * Computer Hardware support * Computer OS support.
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Education
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2022 - 2024
Anhanguera Educacional
Master of Business Administration - MBA, Business Administration and Management, General -
2000 - 2004
Centro Universitário do Norte Paulista
Bachelor, Computer Science
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