Customer Success Manager

Olavo Landini

IT Customer Success Manager

adpqyt@r.postjobfree.com • 848-***-****

linkedin.com/in/olavo-landini-264514216 • Pembroke Pines FL

Analytical, customer centric professional with extensive experience in IT Consultation, Account and Service Management, Customer Satisfaction, and Process Streamlining. Served as a primary point of contact between clients and companies, continually advocating for customer needs. Expert at leveraging the power of communication and effective training to drive teams toward customer satisfaction and operational confidence. Skilled in identifying specific opportunities and creating solutions, while always maintaining company goals and objectives. Highly adept at quickly meeting changes in technology, regulatory and compliance regulations, and creating effective solutions for consumers and businesses. Recognized as an exceptional leader in quality assurance with strong interpersonal skills that allow for the keen ability to build rapports easily with teams, executive leaders, and customers.

Areas of Expertise

Customer Care Operations

Project Leadership

Root Cause Analysis

Relationship Management

Client Needs Assessment

Complex Issue Resolution

Customer Service

Fluent Portuguese, proficiency Spanish

Operational Excellence

Team Leadership & Development

IT Service Management

Continuous Improvement

Professional Experience

US Postal Center 3/21 – Present

Customer Service Leader

Create engaging, memorable service interactions with customers, generating a connection to provide outstanding and personalized service. Resolve issues with the highest level of professionalism and integrity to ensure satisfaction and retention. Address service inquiries in a timely and accurate fashion. Maintain and actively improve quality results by adhering to standards and guidelines, providing recommendations to targeted performance and operational gaps.

●Delivered customer value by gathering and verifying information and explaining procedures and identifying cost effective strategies that supported shipping and increased satisfaction.

●Proactively targeted issues and coordinated with staff to quickly orchestrate and execute corrective actions.

FleetThings.Com 8/20 – 2/21

Back Office Assistant

Operated remotely completing customer account reconciliation functions, estimate creations, and purchase orders. Maintained and updated inventory, mailing, and database systems. Communicated with employees, executives, and other individuals to answer queries, disseminate information, and address complaints. Provided professional and courteous service to all clients, vendors, employees.

●Recognized as a trusted leader that delivered best practices, guidance, and served as an empathetic and supporting ear to customers, teams, and vendors.

●Gained hands on working knowledge of QuickBooks to streamline daily operations.

Independent Contractor 6/16 – 3/20

IT Consultant

Leveraged personal expertise and deep knowledge of IT environments, implementation strategies, and upgrade services to deliver key support to small business customers in help desk, call center, and IT operational improvements. Conducted interviews with key business users to collect information on business processes and user requirements. Documented business processes and analyzed procedures to see that they would meet changing business needs. Assessed the impact of current business processes on users and stakeholders. Trained both internal and off-site users in repairing and resolving recurring issues.

●Spearheaded initiatives and implementation of customer relationship management software that allowed the better understanding of customer needs, improving relationships, and in turn improving businesses.

IBM Brazil 4/11 – 9/15

Security Services Manager, Security Operations Center

Provided account governance for information security services, including Firewall Management, Intrusion Detection, Prevention System Management, and Diligent Log Management. Single point of contact between the IBM Managed Security Services. Delivered guidance and support to non-MSS teams, providing key training into MSS Portal access and tool use that optimized security for customers. Interfaced with client stakeholders, hosting stewardship calls, and provided monthly account reviews.

●Assessed service delivery reports and diagnosed quality service issues and reoccurring processes; identified operational gaps and implemented corrective actions that drove continuous improvement.

●Crucial support in the coemption of time sensitive and special projects.

●Leveraged tools and methodologies to implement continuous improvement strategies and led ongoing analyses of internal areas needing improvement including Engagement, Transition, and Deployment teams.

●Orchestrated the full scope of transition functions for new accounts, from deployment to steady-state.

IBM Brazil 8/10 – 8/11

Asset Management IT Project Manager

Headed the detailed planning and execution of project operations including initiation, planning, execution, control, and closeout. Led the daily operations of the project team. Fostered open communication with customers, stakeholders, and department leaders to secure project input to improve future processes. Interfaced with and served as the single point of contact for escalated project issues among Asset Management and Security Asset and Risk Management teams.

●Identified and troubleshot performance issues with complex systems.

●Maintained open communication with executives to deliver project updates and reports.

●Cultivated positive working relationships with clients, developing an atmosphere of trust, credibility, and transparency.

●Targeted key project risks and advance communication that mitigates issues and develop and implement actionable change plans.

IBM Brazil 1/7 – 8/10

IT Audit Coordinator

Acted as an IBM focal point for IT auditing including KCO, SAS70, Business Controls Review and Sarbanes Oxley, leading a very technical team providing an efficient review over internal controls and the specific methodologies including all corrective actions adopted, in favor of standardization of the procedures established by the institution.

●Implemented IT Security Compliance process and education for both internal IBM teams and Brazilian commercial accounts, regarding all phases, results and conclusions of an IT audit.

●In charge of approval of IT services being transfer to Brazil, including data security protection, quality service and compliance of laws and regulations applicable to the services, mitigating possible risks.

Additional Experience

IT Consultant, Micro Informatica

IT Infrastructure Coordinator, Micro Informatica

Sales Support Lead, Recognition

Computer Engineer, Contex

Education

Master of Science, Business Administration

Getulio Vargas Foundation, Brazil

Post Graduate Degree, IT Project Management

Metropolitan Integrated Colleges of Campinas Brazil

Bachelor of Science, Computer Engineering

Federal University of Uberlandia, Brazil

Professional Training

Advanced Negotiation, IBM Brazil Auditing and Security Process, IBM Brazil Crisis and Negotiation IBM Brazil Conflict Management IBM Brazil Negotiation & Leadership IBM Brazil

Neuro Linguistic Programming Basic, Advanced and Practitioner

Licenses & Certifications

FCE Certified, Cambridge

Contact this candidate