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Work Background
VideoEngagerLATAM Executive Sales Head
Jul. 2024Development and implementation of sales strategies to expand market presence.
Identification and maximization of business opportunities across different segments.
Building and maintaining strategic relationships with customers and partners.
Analysis of sales metrics and performance to drive results.
Collaboration with marketing and product teams to align offers and market strategies.
cVortexAccount Manager Enterprise Sales
Sep. 2023 - Jun. 2024Uberlândia, Minas Gerais, BrasilManaged and opened the market for companies with annual revenue above R$70 million.
Responsible for the sales process for Enterprise accounts, from prospecting through presentation, negotiation, and contract closure. Pipeline management. Identification of potential markets. Relationship and construction of strategic alliances for cVortex, creating sales channels for the solution in large companies in the telecommunications sector.
Key Achievements:
Closed a partnership contract with a medium-sized consulting and solutions company in Rio de Janeiro.
Signed a 24-month contract with a financial solutions company for the healthcare market.
CodderaAccount Manager / Business Development Executive
Apr. 2022 - Sep. 2023Opened new clients in the MG market.
Responsible for the sales process for Enterprise accounts, from prospecting through presentation, negotiation, and contract closure. Pipeline management. Identification of potential markets. Created a business model of services to increase revenue in existing client bases.
Designed automated service structures for customer service. Business planning from pricing and commercial models to operational delivery, involving the necessary technologies.
Key Achievements:
Developed a recurring revenue service business model for existing clients.
Deroyque IT & ConsultoriaBusiness Development Director
Apr. 2022 - Sep. 2023Developed a new product, RPAaaS (RPA as a Service), based on IBM RPA solution, for automating processes in companies such as finance, human resources, back office, and service desk.
Market mapping and cloud offer design for delivering automated processes as services.
Pipeline management: prospecting clients and commercial opportunities. Management of strategic alliances for the business. Formation of the delivery team and solution development.
Key Achievements:
Developed the RPA as a Service business model and product.
Signed a 24-month contract with a large service company.
Formed a strategic alliance with IBM for developing automation products.
GenesysEnterprise Account Manager
May. 2021 - Mar. 2022São Paulo, BrasilManaged Enterprise accounts. Presented the Genesys portfolio and executed the entire sales process to closure. Defined market approach strategy with the solutions, customer success, and marketing teams for new opportunities. Worked on Cloud solutions for the customer service market. Pipeline management.
Key Achievements:
Closed a contract with a customer service company, migrating the On-Premises platform to Genesys Cloud.
Algar TechSales and Business Development Head
Mar. 2020 - May. 2021Uberlândia, Minas GeraisLed the planning and detailed Business Plan, developed for 5 years, aimed at creating a new company for the Algar Group. Defined business, marketing, technology, and operation strategies in developing a Digital Transformation business for customer service centers. Negotiated with strategic partners and evaluated the technological solutions involved in this market and business. Created products and portfolio for the customer service outsourcing business unit. Prospected and managed clients. Designed and architected customer service solutions based on Genesys Cloud and Artificial Intelligence, such as virtual agents and chatbots.
Key Achievements:
Closed a partnership contract with Genesys Brazil.
Delivered a Business Plan for creating a customer service solutions company.
Led the creation of a customer service chatbot using natural language processing to resolve 60% of inquiries without human intervention.
Claro BrasilBusiness Development Executive
May. 2019 - Mar. 2020São Paulo, São PauloManaged all commercial solutions that advance the customer relationship process, using state-of-the-art digital solutions (Avaya, Genesys, IBM, Contact Center Solutions) and artificial intelligence. Served the entire corporate market in the São Paulo region (capital and interior) and the financial market in MG.
Key Achievements:
Closed the largest Genesys Cloud services contract in 2019, totaling approximately R$50MM in 36 months. Designed and architected customer service solutions based on Genesys Cloud, Avaya, and IBM Watson.
media-core®Founder | Business Development and Sales Director
Aug. 2009 - Dec. 2018Conceived the business and acted as the commercial director of a systems integrator for the telemarketing market. Negotiated partnerships with international software manufacturers or suppliers with high investment potential.
Developed partnerships focused on telemarketing innovation through digital customer service and artificial intelligence. Conducted consultative business development, creating customized solutions for each process and specialized clients. Responsible for the company's sales team since its founding in 2009, with annual revenue between R$4.5MM and R$6MM. Opened the market for MEDIA-CORE, then a new company without a history of products or services. Acquired clients among the 10 largest Contact Center companies in Brazil. Developed and elaborated business plans for various economic sectors in customer service, such as TV, telephony, energy, health, and financial institutions. Worked with solutions for automating customer service processes in SAC, Telemarketing, and Collections.
Defined and closed deals with technology partners such as Avaya, NICE, Presence, and IBM. Key Achievements:
Conceived the business.
Created a professional services company for the customer service market (MEDIA-CORE) from the company’s conception, product development, and market acquisition.
Closed an exclusive 24-month distribution contract in Brazil with a Spanish customer service systems company.
Responsible for the company's growth, achieving annual revenue of R$5 million solely through proprietary products.
Management of project implementation teams for Contact Centers.
Fidelity National Information ServicesCustomer Success Manager
Jul. 2008 - Mar. 2009• Responsible for the Planning and Operational Control of customer service centers. Managed the implementation of customer service centers, from establishing the business model to delegating tasks to other involved areas, such as HR, Controlling, Technology, Processes, Commercial, and Infrastructure.
• Developed a new management model aiming for greater control over implementations, ensuring 100% efficiency in installed projects. • Responsible for identifying and correcting problems in the card service system, focusing on reducing its unavailability, which was 67% from August to December 2008. • Regularized all the company's card service centers in accordance with Decree 6,523 - The New SAC Law - in December 2008. • Managed control and project teams, implementation, costs, suppliers, and customers. Additional Notes: The translations provided are intended to convey the meaning of the original text while maintaining a natural and professional tone in English.
The choice of specific words and phrases may vary depending on the context and the intended audience.
The provided translation highlights the individual's responsibilities and accomplishments in managing customer service centers, developing a new management model, resolving system issues, ensuring compliance with regulations, and managing various teams and processes.
AVAYACustomer Success Manager
Oct. 2007 - Jul. 2008• Customer Relationship Specialist, working with Avaya's 24 largest corporate clients to resolve conflicts and ensure customer satisfaction with the services offered. Key Achievements: Improved the relationship with one of these clients through consistent presence and frequent visits, identifying the main problems, and reducing the number of open calls in the Customer Support service by 50%.
Algar TechGerente de TI
Nov. 2005 - Mar. 2007
Algar TechGerente de Projeto
Nov. 2002 - Nov. 2005
Algar TechLíder de Projeto
Dec. 1998 - Nov. 2002
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