Service Customer

Mauricio Monteiro E-mail: ***********@*****.***

Phone 415-***-****

Professional Profile

Large experience in Customer Assistance and Business Administration, providing service excellence. Very good skills in Business Processes and Strategies, evaluating and attending client’s needs, processes improvement, creation and analysis of key performance indicators, project management and team management, aiming best results for the organization.

Professional Experience

Grupo ASSA – Sao Paulo – Brazil - From September/2011 to September/2016 From September/2011 to September/2014 – Application Management Services Senior Analyst

• Responsible for implement the processes and procedures of Application Management Services for transition, knowledge transfer, Support Go Live, Service Level Agreement – SLA and stabilization.

• KPIs Implementation and management (ticket resolution, enhancements, SLA, etc.) reporting the results to the internal and external clients, managers, presenting results, plans, addressing any issues and also new services portfolio.

• Make agreements with other offices to roll out the processes and procedures on each delivery center, sharing knowledge and using these delivery center to help on ticket resolution or enhancements.

• Manage the training plan, matching this plan with the employees and company objectives.

• Identification of company training needs, planning, execution, control and analysis of results (PDCA).

• Focal point for answering Requests for Information (RFI), Request for Proposal (RFP) and Request for Quotation (RFQ).

• Monitoring finances and contribution margins for the engagements, correcting eventual deviations. From October/2014 to February/2016 – Center of Excellence Manager

• Responsible for Center of Excellence (CoE) for Argentina, Brazil, Chile, Colombia, Mexico and USA.

• Responsible for the development, classification, registration and use of artifacts developed in the configuration factory (standard and small configurations). These assets reduce the time and project cost.

• Service portfolio restructure.

DirecTV – Sao Paulo/Brazil – Subscription TV – From November/2009 to August/2011 Business Intelligence Analyst – From November/2009 to August/2011

• Working as Business Intelligence Analyst, providing information for business areas, including Marketing, Business Intelligence and Customer Service to Customers with a focus on measurement, control and offer new products and services, thereby increasing market penetration and profitability. Accenture – Sao Paulo – Brazil – From January/2005 to November/2009 Senior Systems Analyst – From January/2005 to April/2007

• Responsible for defining the transition strategy of the services provided by the previous support team

(trouble tickets resolution and projects) to Accenture, defining the stabilization criteria based on client requirements.

• Responsible to planning and execute the transition, knowledge transfer, and preparing the Support Go Live along the internal and external customer solution providers, ensuring the transition of applications for support, monitoring demand service levels (Service Level Agreement - SLA) with Delivery Centers in the USA and the Philippines;

• Perform support tasks for all Applications, classifying ticket severity based on the impacts on business, demand planning, testing, UAT, change management & promote to production, coordinating all the process with business stakeholders and IT departments using Remedy Trouble Tickets System. Project Leader – From May/2007 to December/2007

• Project management for Human Capital Management applications for U.S. companies. Main projects: 2

• SAP System Upgrade: Implement new version of SAP HCM, eliminating problems reported by SAP and compliance with U.S. law. Duration: 4 months each one.

• Annual Enrollment: It is a process where employees can make changes in their benefits plan (health insurance, pension, retirement, etc yearly. Duration: 4 months.

• These projects coordination involved 4 stakeholders, 7 systems analysts, infrastructure team, BPO operation with 30 users.

Associate Manager – From December/2007 to November/2009

• Strategic participation for improving the service satisfaction and reduction of trouble tickets opened by user community (reducing rework, reducing knowledge transfer inside support team, reducing delivery time using knowledge base, quality processes, indicators, etc.).

• Responsible for local Compliance Activities as a member of the group that manages the processes and procedures between the client and Accenture;

• Maintenance of Disaster Recovery Plan and Business Continuity Plan of the Delivery Center. DirecTV – Sao Paulo – Brazil - From November/1999 to December/2004 Technical Coordinator - WEB – From November/1999 to December/2003

• Managed and implementation of subscribers’ proposal data entry developing a web system with interfaces with banks and credit companies.

• Managed and implemented changes in distribution processes, developing a web system for controlling advanced stock and service orders accomplishment.

Technical Coordinator - SAP – From December/2003 to December/2004

• Project leader for new SAP implementations in Logistics, Distribution, Accounting, Costs, Finance and Human Resources, integrating legacy systems with SAP in seven countries (Argentina, Brazil, Colombia, USA, Mexico, Puerto Rico and Venezuela).

Academic Background

• MBA – Fundacao Getulio Vargas/Sao Paulo/Brazil/February/2011

• Bachelor in Business Administration - UMC/Sao Paulo/Brazil – December/1992 Languages

• English (Fluently), Spanish (Fluently) and Portuguese (Native) Technology Background

• MAC OSX, Windows and Microsoft Office Suite Expert (Access, Excel, Word, Power Point, Visio, MS Project, Outlook), SQL Server, VBA, SharePoint.

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