Service Customer

Oscar DaSilva Castro

**** *** ******* ****, ****, UT 84043 801-***-**** **********@*****.***

EDUCATION

Utah Valley University, Orem, UT Graduation: April 2010

School of Business, Woodbury School of Management

Bachelor of Science in International Business Administration

Certifications

ISM v2, Draper UT

Information Storage and Management (EMC Proven Professional)

VCE, Draper UT

VCE Professional Associate Certification

ITIL Certification, Draper UT

oCurrently working on my ITIL certification

EXPERIENCE

EMC, Draper, UT May 2015- Present

Account Management- Latin America Division (Account Service Representative)

oWork closely with finance and legal teams to ensure all contracts are accurate

oPartner with sales team to provide seamless customer interaction

oPartner with other renewal team members as appropriate to assist with successful completion of renewal

oRespond to questions from customers and sales reps on every aspect of renewal

oManage and monitor service requests assigned across multiple teams throughout incident life cycle to ensure resolution in a timely fashion

oBuild and maintain strong relationships with customers, partners, and internal cross functional teams

oPrioritize customer activities to ensure individual customer issues have the right focus and skilled resources assigned

oAct as a liaison between customer, partners, and technical teams to ensure timely resolution of customer needs or inquiries

oActively manage and monitor service requests for tier three customers ensuring a high quality customer experience

oMaintain accuracy of pertinent customer data including account information, product portfolio, device information, and contract status

oCommunicate regularly, both internally and externally, as related to service request needs, progress, and ongoing action plans

oLead and facilitate conference calls with cross functional teams, including management, to identify individual customer needs and priorities

EMC, Draper, UT July 2013 – May 2015

Account Management Team- Latin America Division

oLatin America Team Lead

oResponsible for generating daily reports, delegating new work, ensure team met objectives and goals

oResearched, developed and implemented processes and procedures for the new department

oEstablished strong relations with the leadership in Brazil, Mexico, Central and south America

oAttend monthly conference calls with regional management to discuss best practices in regions I support

oSuccessfully manage internal and external service request escalations

oProvided guidance to other team members on process alignment and adherence and acts as a workflow manager within assigned team. Distributed process changes and updates training materials as applicable

oManage daily outbound communication to clients (via e-mail and phone)

Riverside Country Club, Provo, UT January 2006 – April 2013

Manager

oSupervised and managed staff including performance reviews of 25 people

oTrained and monitored standardization of services through all departments

oMaintained a system of reporting daily sales, production, payroll, inventories, and more

oPromoted customer loyalty through quality of service to encourage return customers

oBuild long-term relationships with colleagues and customers, thus contributing to a positive environment

The Church of Jesus Christ of Latter-Day Saints, Ft Lauderdale, Florida August 2001 – October 2003

Volunteer Representative

oTaught religious doctrine, family values, and English classes

oLed meetings to create goals, monitor individual and group progress, and perform training sessions to develop volunteers’ service and teaching skills

oMaintained a 90+ hour work week schedule for two years

Personal

oFluent in English, Portuguese and Spanish

oExtensive involvement working with Project managers

oBasic knowledge of IT and Arrays, Servers, Switch, etc…

oExtensive experience in Data-Entry using Cube DOS, Oracle type Platforms, and limited queries in SQL Server.

oProficient in all Microsoft office programs

oExcellent communication (written, verbal) and presentation skills in all three languages

oAbility to work independently or in a team environment

oAbility to collaborate and influence throughout other Business units

oOutstanding Cross Functional Skills

oCustomer Focused

oExceptional Organizational skills

oAbility to prioritize projects and/or deliverables

oSelf-management

oStrong industry knowledge

oConflict Resolution skills

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