Client Relationship Manager

• Jun 2022 - Present

Customer Service Management

• Feb 2019 - Jun 2022

Business Management

• Dec 2015 - Mar 2018

Working as Business Manager in big projects at Business Management area to control network deployment, P&L, risks, opportunities and to follow up project schedule, delivery and organizing and leading the contract governance during the contract lifetime. Working directly with customer headquarter (face-to-face customer). Accountable for the contract governance of complex (governmental) contracts presented monthly the company board, controlling all business aspects such as P&L, profitability, SLAs penalties, customer satisfaction, specific contract requirements, data quality, risks, opportunities, audits and ISO certifications.Constant interaction with internal and external key stakeholders aiming and defining dates and strategies to deliver the contract obligations.Organizing regular meetings to provide the status quo of contract for the customer and internalize the feedback with Company Stakeholders. Assisting the SIPs (Service Improvement Plans), searching for gaps in the process to improve customer experience. Key contact person to escalate the technical problems; contractual queries, understanding about contract clauses and follow up their solution, negotiating the delivery time internally and externally. Show less

Service Manager

• Nov 2013 - Nov 2015

Service Manager for the largest BT’s domestic contract (aprox. 14.000 sites in Brazil). Responsible for KPI reports of service (assurance, security and delivery) at contractual levels and assuring customer satisfaction. Main Escalation contact based strategically close to Customer Headquarters in order to provide precise and efective management during Service Improvment Plans, Massive Outages connectinf Key Takeholders of Company and Customer

New Bids SME and Resource Management

• Mar 2012 - Nov 2013

Responsible for analyzing the new RFPs proposed, using an operational perspective; engaging internal areas to determine whether the portfolio could meet the specification of standard products or a bespoke support, classifying risks; caveats and resources needed. Identifying possible optimization on Service Desk and Data Center that could lead to better margins to the RFP.Working closely to Product team to develop new products solution, interacting with Call Center, Global Service Desk, Data Center and Service Introduction to ensure proper support instructions and handover to Service Operation. Show less

Senior Service Desk Analyst

• Nov 2007 - Mar 2011

Responsible for technical support for Global Customers in bespoke contracts in a 24X7 Operation- WAN, LAN, WLAN, IPT. Acting as a team lead during Major Incidents, integrating customer, vendors and all required resources for incident resolution for a permanent fix or workaround when possible. Managing communication for client and internal stakeholders about the incident progress. Officially recognized and awarded by the customer as a Brilliant Support. (Anhauser-Bush Inbev 2011- Brazil) Show less