Account Executive

• Feb 2021 - Present

Account Manager

• Sep 2019 - Jun 2020

As Account Manager, I look after a portfolio of enterprise clients based in Brazil and Latam, as the main point of contact, providing individual service for each one of them. Acting on maintenance, renewal, and upgrade of contracts to generate revenue increase, looking for business opportunities, and developing strong relationships in order to build trust. Also have daily, weekly, monthly and quarterly meetings with clients to check results, and review strategies. Within the company I liaise with Technical, Legal, and Finance departments to guarantee a smooth, reliable and long-lasting partnership between clients and GetResponse. My main target is to always listen, adapt, and understand clients' businesses, needs, and expectations to deliver the best customer service possible.

Inside Sales & Account Manager at LuxuryEstate.com

• Sep 2017 - Jul 2019

Account Manager for Brazilian and Portuguese Markets.Responsible for the whole cycle of prospection of new clients, pre-sales, post-sales, new contracts negotiation, renewals of existing contracts, revenue increase, billing, cash collection, follow up between technical areas from the company and the clients. Account Manager for Brazilian and Portuguese Markets.Responsible for the whole cycle of prospection of new clients, pre-sales, post-sales, new contracts negotiation, renewals of existing contracts, revenue increase, billing, cash collection, follow up between technical areas from the company and the clients.

Service Relationship Manager

• Jul 2015 - Aug 2017

Responsible for service development and service improvement activities within a defined multi-country customer base.Focus on improving resilience and customer service, revenue and satisfaction. Responsible to improve the overall customer experience and to own the overall service relationship on behalf of BT at mid to senior level within the customer business area. Responsible for service development and service improvement activities within a defined multi-country customer base.Focus on improving resilience and customer service, revenue and satisfaction. Responsible to improve the overall customer experience and to own the overall service relationship on behalf of BT at mid to senior level within the customer business area.

Application Support Analyst

• Aug 2013 - Jun 2015

Support for AT&T USA employees in two applications; An internal project management tool (ReqPro) and the internal social media (tSpace).Direct contact with the users in order to understand the issues, and work for the resolution of them under agreed SLA’s.Contact with the developers of the applications in order to fix issues, and develop de tool.Regular meetings with team members in the USA, India and Brazil (AMER and APAC), to discuss problems and share knowledge. Support for AT&T USA employees in two applications; An internal project management tool (ReqPro) and the internal social media (tSpace).Direct contact with the users in order to understand the issues, and work for the resolution of them under agreed SLA’s.Contact with the developers of the applications in order to fix issues, and develop de tool.Regular meetings with team members in the USA, India and Brazil (AMER and APAC), to discuss problems and share knowledge.

Trader

• Aug 2012 - Jul 2013

Self employed trader at the Brazilian Stock Exchange Market (Bovespa) Self employed trader at the Brazilian Stock Exchange Market (Bovespa)

IT Support Engineer

• Oct 2011 - Jul 2012

Support to all users in the United Kingdom and Republic of Ireland.IT Support related to head office, boutiques and CRC, Escalation to HQ with call logging system, Service requests for all office’s, New, modify and delete employees from the AD and Exchange, Software, hardware and printer management, Logistic and equipment inventory, Telephony support, Assist the IT Manager on new projects, Writing documentation, user guides and process’s, Managing users, distribution lists and shared folders, Mobile support (Smartphone, iphone, RSA Keys and 3G connection), Setup of the whole infra-structure for new Boutiques (Manchester and the Flagship in London, June 2012)

IT Support

• Oct 2010 - Sep 2011

Support to 7.000 users all over UKRespond to requests for technical assistance over the phone phone, email, and in personDiagnose and resolve technical hardware and software issuesAdvise user on appropriate actions Identify and escalate situations requiring urgent attention. Support to 7.000 users all over UKRespond to requests for technical assistance over the phone phone, email, and in personDiagnose and resolve technical hardware and software issuesAdvise user on appropriate actions Identify and escalate situations requiring urgent attention.

Desktop Support Engineer

• Feb 2010 - Nov 2010

Assisting office workers with their computer desktop systemsProviding computer support services both for software and hardware for employees.Testing of computers and ensuring that computer systems are functioning properly.Physical setting up of computers and software system installation for various computer applications and programsIdentifying and solving any problems that affect computer operating systemsDiscussing with individual staff members who work on the computers what the problems is in order to figure out how to help solve the problem. Individual assessments of computer systems to identify the problem(s)Help in examination of network servers equipment and maintenanceMaintenance of networking systemsMaintenance and upgrading of computer systems or offering recommendations on upgrades neededNetworking and connecting computers within the same organization to enhance communicationOrienting staff on how to use computer hardware and software systemsTroubleshooting routine problems and maintenance of serversResponsible for ordering or buying of computer systems that are required or alternatively, working in close liaison with the purchasing and supplies department. This is after carefully assessing the computer needs in the organizationCarrying out other duties as requested by managementMaintaining other computer peripheral devices such as printers and solving printing problems if they ariseCoordination of computer maintenance with other Information Technology professionals such as Network Operations staff. coordination of equipments moves inside offices.

Technical Account Manager

• Dec 2008 - Dec 2009

Responsible for supporting customers using the solution.Support provided by phone, e-mail, and on-site. Support to the development team in producing documentation for new components, testing new product versions and training clients on the solution. Responsible for supporting customers using the solution.Support provided by phone, e-mail, and on-site. Support to the development team in producing documentation for new components, testing new product versions and training clients on the solution.

Senior Global Customer Service Representative

• Mar 2008 - Dec 2008

First point of contact for Symantec Enterprise Customers seeking technical support. Answering incoming phone calls from around the world, responsible for routing them correctly based on the customer request and provide low level support by answering basic technical and general questions for the customer. Provide first level quality customer service, resulting in 100% customer satisfaction the 'very first time around'. Responsibilities mainly include answering incoming calls and emails from Enterprise (business-to-business) customers, quickly establishing customer requirements and thereby advising the customer on the best solution to their issue. Take responsibility towards specific language queues and adheres to defined service level agreements. Also includes selling support when appropriate. A wide range of procedural questions for internal and external customers are answered as well. Proactively following up on customer cases in order to ascertain customer satisfaction and exceeding customers' expectations.Constantly use customer feedback to assist in improving products and procedures, as well as the team's services and work processes.

Service Request/Delivery Coordinator

• Oct 2006 - Feb 2008

Administrative and technical control of incoming Service Requests related to Computers, printers, network and emails configures, etc… Customer service, reports to internal and external clients. Queue coordinator Backup for ISS UK

Technical Support – Help Desk Analyst – 1st/2nd line.

• Apr 2005 - Sep 2006

Remote management of tools to provide problems resolutions. Support in Windows, Microsoft Office package, and other specific client applications. VPN, Citrix, USD, Remedy, AMI, PSP database, Remote access to servers. Email systems support (Microsoft Outlook and Lotus Notes)

Customer Service - Corporate Accounts.

• Oct 2000 - Jan 2003

Field Services Engineer

• Jul 1997 - Jul 2000