Sales Manager

ROBERT C. DAVILA

Email: *************@*****.*** Mobile: 972-***-****

SUMMARY OF CAPABILITIES

Twenty-three successful years of hands-on deployment and executive management of service/product organizations involved in software development, professional services, cloud-based solutions, and contact center technology in the United States, Europe and Latin America

Revenue & Account Generation

Successful creation of New International Markets in Latin America, including Dominican Republic, Colombia, Costa Rica, and Mexico for Contact Center Sales, Consulting Practice, and Implementation

Assisted sales organization opening markets in Caribbean and Latin America resulting in $20M in revenue during 2002 and $15M in revenue in 2003

Implementation & Deployment

Successfully implemented and deployed large and complex call centers, which included 1,700 Agents, different technology providers, across multiple functional and technical teams.

Successfully led implementation from discovery and requirements gathering to design and architecting, to implementation and project management, deployment logistics, rollback plans, and transition to production support

Personally responsible for building and directing large, successful, and efficient software development and professional services teams, while providing the strategic vision aligned with the company’s objectives.

Possess a vast experience of managing implementation, consulting, and technical sales teams nationally and internationally.

Proven ability to lead large-scale software development projects across multiple functional areas

Technical Experience

Expert in the support and implementation of Agile development and Scrum processes

Experience in premise and hosted/cloud-based implementations/solutions

Recognized expert in telecommunications and software development, ranging from VoIP, call center technologies (Genesys, Avaya, Cisco, NICE, etc.), CTI, CRM, ACD, WFM, IVR/ASR, Business Intelligence, Customer Experience Analytics, and integration to third party applications, wireless, broadband, managed services, intelligent networking, data and telephone networks, programming languages, etc.

Executive Experience

Superb customer facing capabilities providing technical and business sales support. Conducted executive presentations at all levels of the customer’s organizational structure, including technical and non-technical audience, generating new sales, and bringing the sales process to a closure in a timely manner.

Responsible for creating pricing structure, financial arrangements, contract negotiations, budget management, project timelines, and customer satisfaction. I am also directly responsible for solidifying the business relationship with our customer’s key decision makers and influencers.

Possess strong experience in maintaining and fostering strong relationships and partnerships with product manufacturers, software development companies, equipment vendors, and internal business unit members, to collaborate on the development of sales and technical plans for presenting solutions to our enterprise customers.

Serious and hardworking entrepreneur, with clear strategic vision, excellent organizational and leadership skills

Possesses a vast experience in the areas of corporate law, contract negotiations, financial analysis, budget management, and project/program management

EDUCATION

Master of Science in Electrical Engineering, Dec. ‘92 GPA: 3.89/4.0

Emphasis: Computer Architecture, Cum Laude

University of Southern California, Los Angeles, CA

Bachelor of Science in Electronic Engineering, Dec. ‘88 GPA: 3.92/4.0

Emphasis: Design of Digital Systems, Summa Cum Laude

University of Southern California, Los Angeles, CA

EXPERIENCE

Sr. Director – IT Digital, Waste Management, 2/2012 – Present

Successfully implemented and deployed large and complex call centers, which included 1,700 Agents, different technology providers, across multiple functional and technical teams.

Successfully led implementation from discovery and gathering requirements to design and architecture design, to implementation and project management, deployment logistics, rollback plans, and transition to production support

Successfully created a trustworthy business relationship between Waste Management and Genesys/NICE/Avaya, for the implementation, operation, and knowledge transfer of a centralized call center redundant platform. Responsibilities included account management, sales and sales operations, and consulting

Managed project finances 100% on budget, via monitoring and controlling expenses, while communicating variances with executive management and business partners

Successfully Opened LATAM Markets in Dominican Republic, Costa Rica, and Colombia – Acquired 20 New Qualified Prospects in less than six months

Consulting services include Sales Support, Assessment, RFP, Requirements Gathering, Design, and Implementation plans in the following areas: Infrastructure Technology including Avaya PBX, Genesys CVP, ACD, CTI, and VoIP, NICE Workforce Management and Quality Management, Agent and Call Routing Optimization to dramatically improve the performance of your Marketing, Sales and Customer Service operations

Chief Technology Advisor, Decco Solutions, 11/2014 – Present

Architected cloud-based and premise-based call center solutions (such as Genesys, Avaya, Cisco) integrated with existing customer environments

Responsible for successful software/solutions sales and architecting, and professional services implementations amounting to $2M in 6 months

Designed and implemented end-to-end enterprise wide VoIP call center solution over MPLS networks

Responsibilities include pre-sales support, contract negotiation, project management, consulting services, installation and configuration, software development, end to end testing, and post-production support

Successfully opened LATAM markets in Dominican Republic, Costa Rica, and Colombia – Acquired 20 New Qualified Prospects in less than six months

Vice President, Strategic Alliances, Davila Enterprises, 2/1993 – Present

Performed several technical and executive consulting roles across multiple organizations, while engaging new business opportunities

Vice President, Strategic Alliances, Decco Imports, 8/2015 – 8/2016

Responsible for corporate strategy and future investment planning

In charge of directing U.S. sales, marketing and channel development

Responsible for leading all sales and marketing efforts, including advertisement oversight

Created procedures for inexpensive and efficient customer fulfillment and customer satisfaction practices

Managed P&L and strategic alliances with vendors and competitors to expand market

Responsible for contract and agreement negotiations

Vice President, Strategic Alliances, Prometheus Oil, 4/2010 – 4/2016

Responsible for corporate strategy and future investment planning

In charge of directing U.S. sales, marketing and channel development

Created procedures for inexpensive and efficient customer fulfillment and customer satisfaction practices

Managed P&L and strategic alliances with vendors and competitors to expand market

Responsible for contract and agreement negotiations

Successfully opened Caribbean and Latin America, North America, Europe, and Asia markets – Acquired 50+ new prospects/customers, and partnered with 30+ vendors/resellers

Sr. Software Integration Lead, Thrupoint, 9/2011 – 2/2012

Responsible for the requirements gathering, design, documentation, implementation and testing of integration of the Avaya’s Ubiquity AS Product Suite within the customer’s environment

Principal Solutions Architect, ClickFox, 8/2010 – 8/2011

Responsible for the pre-sales technical support, solutions architecting, and professional services for the implementation of a Customer Experience Analytics Solution in the Western and South-Central USA, Latin America, and Australia Regions

Solutions and architecture design involved Software as a Service (Saas) hosted offering of Customer Experience Analytics, involving technologies as Multi-Parallel Processing Databases (Greenplum MPP), UNIX/Linux Operating systems, Java Programming, Pearl Scripting, HTML/XML, SFTP Data Transport, Microsoft and UNIX Web Servers, integrated with all Call Center and CRM technologies, such as Cisco ICM/CM and CVP, Genesys URS/T-Server and GVP, Avaya VoIP Solutions and Legacy Conversant IVR, Nortel Symposium and DMS100 switches, Aspect IVR and WFM solutions, etc.

Played a big role in the sales process that led to close contracts with Brazil’s OI Telecomm Company for $4.5M, Australia’s Telstra for $4.5M, and Sempra Utilities of Southern California for $1M

President and Executive Producer, Kapellmeister Productions, 4/2006 – 4/2008

Defined the corporation as an independent music productions and publishing company

oRegistered with ASCAP

oAll worked produced by the corporation is a property of the corporation, with all rights reserved

Responsible for sales support and contracts negotiation, in support to legal and sales departments

Sr. Director of Technology Solutions, Transera, 7/2004 – 8/2010

Responsible for the pre-sales technical support, solutions architecting and professional services for the implementation of a new product created by Transera

Solutions and architecture design involved Software as a Service (Saas) hosted offering of Cloud Based ACD, IVR, and VoIP (SIP-based), involving technologies as SOA software, Java Clients for Softphone, Cisco Media Gateways and Media Servers, Oracle Databases, UNIX/Linux Operating systems, Java Programming, Pearl Scripting, HTML/XML, VXML/CCXML, Microsoft and UNIX Web Servers, integrated with all Call Center and CRM technologies, such as Cisco ICM/CM and CVP, Genesys URS/T-Server and GVP, Avaya VoIP Solutions and Legacy Conversant IVR, Nortel Symposium and DMS100 switches, Aspect IVR and WFM solutions, etc,

Provided capabilities for integrations with existing established call center technologies such as Avaya, Cisco, Genesys, Rockwell, Concerto, Alcatel, Aspect, Nortel, among others

Designed and implemented a VoIP over MPLS solution in Europe, extending over several countries, involving outsourcing and in-house call centers, across different vendors using common technologies such as CCXML, VoXML, SIP, and Web Technologies. Integrated with VoIP Cisco components such as MGs, MSs, Transcoders, Routers, etc, and RightNow hosted CRM package.

Maintained technical account management with key customer’s executives and expanded sales and scope of project

Chief Technology Advisor, Verizon, 11/1995 – 7/2004

Performed in several managerial, technical/consulting, and pre-sales roles across multiple organizations:

Chief Technology Advisor, Verizon, 1/2002 – 7/2004

Responsible for building a Professional Services practice in the Latin American countries, for the implementation of Call Center Solutions

Used solutions offerings from partners like Genesys CTI/URS, WFM, GVP; Cisco ICM, Call Manager, CVP; Avaya, Nortel, Aspect, Nuance, BBN Technologies, Voicetek, Periphonics, etc

Responsible for all aspects of professional services in the entire USA and Latin America, from Pre-sales support, to contract negotiation, customer expectations, profitability, customer satisfaction

Responsible for helping generate $3M in revenue in the first quarter of 2002 (Sales forecast for the rest of the year amounted to $15M)

Sr. Implementation Manager – Central USA and CALA, Verizon, 7/2001 – 1/2002

Managed a department of 11 Application Engineers responsible for field implementation of Call Centers

Responsibilities include pre-sales support, project management, consulting services, installation and configuration, testing, and post-production support

Used solutions offerings from partners like Genesys CTI/URS, WFM, GVP; Cisco ICM, Call Manager, CVP; Avaya, Nortel, Aspect, Nuance, BBN Technologies, Voicetek, Periphonics, etc

Responsible for day-to-day activities, budget plans, performance reviews, hiring needs, and product planning and definitions. Implemented process changes to improve team’s productivity and ability to meet customer commitments and feature planning

Responsible for successful professional services implementations amounting to $9M in 6 months

Directly responsible for generating sales in Costa Rica by landing a contract with Costa Rican government for $16.5 Million for a one-year project.

Sr. Development Manager, Verizon (formerly Bell Atlantic), 7/99 – 7/2001

Managed a department of twenty-four software engineers and three software development managers responsible for leading the development several software products, using Java, C/C++, JDBC, SQL Programming, CORBA, Java Applets, Enterprise Java Beans, expanding different operating system environments included Solaris, HPUX, DEC Ultrix, SCO UNIX, and Windows

Software developed generated over $8 Million in Revenue along 2 years, and continues to generate revenue at maximum profitability

Responsible for day-to-day activities, budget plans, performance reviews, hiring needs, and product planning and definitions. Implemented process changes to improve team’s productivity and ability to meet customer commitments and feature planning

Responsible for all aspects of the post-merger design and development of the next generation of telecommunication software to address Bell Atlantic’s current business requirements and the needs of the former CMA’s customers, vendors, and partners

Responsible for extensive communication and relationship with major technology vendors and strategic partners, distributors, VARs, and OEMs, ensuring availability of new technology from vendors necessary for the development of products to meet customer’s requirements

Responsible for product planning and scheduling, future product requirements definition and functional specifications, translating customer’s and marketing’s requirement into product features and mapped customer’s commitments to planned product releases

Responsible for providing technical support to implementation and production support teams; responsibilities included sales support and closing

Software Development Manager, C.M.A., 11/95 – 6/99

Planned, organized, and directed the activities of 10-15 engineers, designers, technical and clerical staff engaged in the research, design, test, evaluation, and support of product development

General responsibilities included forecast, capital and human resources planning. Assigned staff to projects and planned organizational restructuring for effective operation.

Generated and administered the departmental budget and capital equipment plan.

Responsibilities included providing technical support on software design, development, and implementation, while meeting project schedule and budget.

Technologies such as: Signaling System 7 (SS7), X.25, TCP/IP, Internet, Computer Telephony Integration, Interactive Voice Response Units (IVRU), Switch Matrix, Relational Database Management Systems (RDBMS), Text-to-speech, Voice Recognition, Speaker Verification, CORBA and RMI (DCE), Encryption, Client-Server Architecture, Redundant/High Available, Multitasking/ Multi-threading, Multi-processing, Fax on Demand, Java, Object Oriented Programming, Advanced Intelligent Networks (AIN), ISDN User Part (ISUP), IS-41, Personal Communications Services (PCS), Cellular, and others were supported

Wireless AIN Project Manager, GTE Telephone Operations, 02/93 - 10/95

Performed in several managerial and technical roles across multiple organizations:

Wireless AIN Project Manager, GTE Telephone Operations, 03/94 - 10/95

Designed the GTE Telephone Operations PCS Wholesale Network Architecture

Established the PCS Technical Specifications and Requirements

Defined technical requirements of the Advanced Intelligent Networks (AIN) elements and interfaces integrated to the Cellular and PCS networks.

Analyzed the GTE Telephone Operations’ systems impacted by the introduction and implementation of Wireless AIN services

Designed wireless services supported by AIN technology and provided technical requirements and specifications

Developed and submitted Wireless AIN Business Plan

Directed efforts for the implementation and support of AIN based Calling Party Pays (CPP) and Personal Mobility Management (PMM) services in GTE’s key markets

Directed efforts for the AIN CPP and PMM Market Trials

Software Engineer, GTE Data Services, 09/93 - 03/94

Designed & Implemented several UNIX client/server architectures using GTEDS Distributed Application Services

Designed and implemented a GUI (Graphical User Interface)Windows/Motif for DAS

Assisted in the design and technical specifications of a Generic Data Manipulator using Informix Databases

Assisted in evolving GTEDS UNIX environment to support Object Oriented development

Member of Technical Staff, GTE Laboratories, 02/93 - 09/93

System support and integration of Advanced Intelligent Networks (AIN)

Software design, using Object Oriented (OO) programming, to support and implement an Intelligent Peripheral integrated to the AIN testbed

Hardware design to support Advanced Intelligent Network features

SKILLS

Programming Languages

Java, Object Oriented Programming, C, C++, .Net, Web Development, SQL (Oracle, and SQLServer)

Operating Systems

Linux, Windows, Solaris 2.x, etc

Databases

Oracle, Greenplum, SQLServer, MySQL

Foreign Language

Proficiency in English, Spanish, Italian, Portuguese (READ/WRITE/SPEAK)

AWARDS

“Servicing Customers through Technology Award, Waste Management, 2015

“Outstanding Contribution”, Transera Communications, 2008

“Year Most Valuable Contributor”, Verizon Call Center Services, December 2002

“Masters Club” winner, Verizon Communications, March 2001

“A Quest for Quality”, GTE Data Services, March 1994

(3) “An Ounce of Quality, for a job well done”, GTE Data Services (11/93, 02/94, 04/94)

Graduated with High Honors, University of Southern California, December 1992

ACTIVITIES AND PROFESSIONAL MEMBERSHIPS

Member of the Board of Directors, Prometheus Oil, S.R.L

Member of the Board of Directors, Decco Solutions, S.R.L

Member of “The Institute of Electrical and Electronic Engineers”, IEEE

Member of the IEEE Computer Society

Brother Mason and Member of the Trinity Valley Masonic Lodge 1048 AF&AM of Texas (32nd Degree Scottish Rite)

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