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Work Background
FourKites, Inc.CSM / Integration Manager LATAM
Jul. 2023Estados Unidos- Managed the LATAM + Mexico CSM team.
- Improved customer uptime and data security by 30% through network configuration best practices.
- Led system integration teams using JSON, EDI, and API solutions for connecting with SAP, Blue Yonder, and Salesforce.
- Designed and delivered training sessions that increased SaaS adoption by 25% for key accounts.
- Used Salesforce to create QBRs, highlighting customer progress and ensuring ongoing product adoption.
- Leveraged Salesforce data to identify customer issues and recommend product adoption strategies, increasing retention by 13% and adoption by 25%.
- Implemented a POC with Gainsight for personalized customer engagement strategies (not approved).
BYDSenior Customer Success Manager
Apr. 2023 - Oct. 2023China- Developed and executed strategies for successful project delivery and high customer satisfaction, including vision, initiatives mapping, and KPI definitions.
- Collaborated with customers and executives to understand business objectives, align solutions, and advocate for their needs internally.
- Analyzed customer data and feedback to identify trends, improvement areas, and opportunities for upselling or cross-selling.
- Designed and implemented a data-driven cloud adoption strategy, increasing adoption by 11% through close collaboration with the customer team.
Amazon Web Services (AWS)Senior Customer Solutions Manager
Mar. 2022 - Aug. 2023Porto Alegre, Rio Grande do Sul, Brazil- Accelerated cloud success, mitigated risks, and drove business value for customers.
- Ensured AWS services were delivered as expected and removed implementation roadblocks.
- Used Salesforce to manage customer interactions throughout the lifecycle, ensuring consistent communication and a seamless experience.
- Discussed potential security risks based on specific cloud usage and industry regulations.
- Advised on best practices for IAM, encryption, logging, and monitoring to enhance customer security.
Dell TechnologiesDigital Senior Manager
Apr. 2021 - May. 2022- Managed Digital Product Teams in Brazil and the US.
- Worked with business directors to plan and execute department transformation, including reorganization, process improvement, and technology planning.
- Used Salesforce to streamline lead management, opportunity tracking, and collaboration, resulting in a 3% increase in enterprise account conversion rates.
Trade Alliance CorporationIT and Innovation Director
Apr. 2016 - Oct. 2020Panama- Managed IT & Innovation across five countries: Panama, Colombia, Ecuador, Peru, and Paraguay.
- Built a new IT structure to centralize operations and improve business through vertical and horizontal collaboration among three group companies.
- Developed short-term and long-term plans and budgets aligned with the organization's strategic plan.
- Created an innovation program, procedures, and cultural changes using technologies like IoT, BPM, Machine Learning, and SaaS partners.
- Successfully led e-commerce project implementation across the region and SAP migration to the cloud.
- Used Quarterly Business Reviews (QBRs) to identify business needs and challenges in adopting new technologies, ensuring successful integration and maximizing ROI.
SinapseTechCo Founder & IT Director
Apr. 2014 - Mar. 2017Porto Alegre Area, Brazil- Developed and implemented the company's short and long-term strategy.
- Led the customer relationship area for new and established customers.
- Managed executive consulting teams, providing strategic, tactical, and operational support.
- Conducted quarterly business reviews (QBRs) with customer executives, presenting data-driven insights, identifying new business opportunities, and ensuring alignment with client goals to maximize project value and foster long-term relationships.
DellOrder Management Manager
Dec. 2013 - May. 2014Porto Alegre Area, BrazilPrincipal Accountabilities:
- Directs the efforts of others in the achievement of the strategic and operational objectives of the group.
- Manages the hiring, staffing and maintaining of a diverse and effective workforce.
- Responsible for career development/planning, performance and pay discussions of team members.
- Accountable to meet team’s set targets such as Response Time and Deliverables Committed on time SLA’s). - Incorporate operational process improvements, efficiency scaling, and training into the performance planning process for your team and region. - Maintains and manages adherence to the group’s Standard Operating Procedure, which is interlocked with related eCOM and sales internal organizations. - Actively assesses and maintains an appropriate and positive Employee Satisfaction level for the group and Customer Satisfaction level relative to the group. - Primary contact with the sales senior management/executive team as well as the Online Business Managers.
- Heavy process engineering to drive scalability while incorporating scales of economy without sacrificing internal or external customer experience.
- Responsible for driving good cross-functional communications, participating as a collaborator in external groups, responding to sales BU strategic needs with agility, and having managerial courage to identify and execute ongoing team innovative structures.
- Ensure online programs and strategies are current with regard to trends, practices, and costs.
- Leverage and maximize the use of all available training resources to ensure your team is operating efficiently and effectively.
- Organize cross functional work teams and display comfort with large corporate customers
- Apply professional project management and leadership skills, and provide team leadership to obtain eDell online goals and objectives
DellOnline Command Center Manager
May. 2012 - Dec. 2013Penang, Malaysia• People Manager working to lead, motivate, inspire, and encourage the team.
• Drive coordination of all functions in the online command center globally as well as business stakeholders to identify and resolve online issues before they impact Dell customers. These issues can include pricing, offer, configuration, content, and stability errors.
• Use learnings from resolved incidents to improve online triggers, monitoring processes, and integration between the teams in the command center. Drive continuous improvement in communications to related teams to drive reduction in time to resolve issues.
• Identify, provide guidance on, design, and drive improvements in processes for error finding, escalation, incident management, and cross functional communication to meet the operational goals of the Online Command Center (OCC).
• Act as focal for interaction with eDell and IT business partners on initiatives to improve stability and availability of all Dell online properties.
• Design measurements to ensure OCC performing at optimal level in terms of capacity management, incident resolution, SLA attainment, repeat incident rate, false positive identification, communication efficacy, etc.
• Work closely with relevant users for timely fix or enhancements. When relevant users cannot be reached for resolution of issues, execute resolution actions within documented guidelines and report out for SME validation. Track and communicate issues resolved.
• Manager for the Online Command Center Quality Analysts in Brazil and Penang. Work alongside and in partnership with IT command center management.
• Drive root cause analysis for incidents on the online site and following through with the different support groups need to resolve incidents
Dell Inc.Program Manager Advisor
Jan. 2009 - May. 2012Responsible for Global Inventory Control projects/programs encompassing multiple regions. These would include enablement of new processes, sites or outsourced vendors that impact Dell owned inventory. The impact to these projects/programs could be on multiple functions or processes, therefore the role requires the ability to make • In-depth evaluation of various factors at once in a fast past environment • Exercise judgment within broadly defined practices and policies • Ability to select multiple methods, techniques and evaluate criteria for obtaining results. • Ability to drive large, complex projects or significant components of multiple projects • Ability to utilize project management methodology when approaching complex assignments • Ability to work in very ambiguous environments • Ability to utilize strong command skills • Ability to provide strong recommendations/proposals backed by solid data or sound reasoning • Ability to work independently with little direction Role typically requires working with cross-functional global stakeholders. Organizing and planning skills. • Priority setting skill. • Strong initiative. • Ability to communicate clearly • Ability to multi-task in a dynamic environment. • Ability to lead large project teams. • Ability to manage daily workflow. • Demonstrate attentiveness to quality and productivity. • Ability to lead across functions. • Ability to communicate clearly and present at the executive levels. • Ability to manage daily workflow. • Demonstrate attentiveness to quality and productivity. • Ability to lead across functions. • Ability to communicate clearly and present at the executive levels.
TlanticProject Manager
Mar. 2004 - Jul. 2008
Sonae MCOracle System Analyst & Developer
Nov. 1999 - Mar. 2004Working as a system analyst, team leader and developer using Oracle PL-SQL and Oracle Forms.
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