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Project Manager

Síntese de Qualificações

- Service Delivery Manager Project Manager Customer Service Manager Global Experience Driving Operational Excellence Customer Success
- Strategic and resultsdriven Service Delivery Project Manager Leader with 20 years of experience managing largescale operations, customer service environments, and technology services across global organizations.
- Expert in endtoend service management, incident crisis leadership, SLA/OLA governance, customer lifecycle optimization, and continuous improvement frameworks.
- Fluent in English, Portuguese, and Spanish, with strong communication skills and the ability to align technical and business stakeholders across LATAM, North America, and global markets.
- Bring a leadership style that combines analytical rigor, operational discipline, and a customer centric mindset consistently delivering measurable improvements in efficiency, service reliability, and customer satisfaction.

Experiência Profissional

  • Service Delivery Manager

    - Lead service delivery operations for enterprise clients in highcomplexity environments, ensuring SLA/OLA compliance and operational stability.
    - Directed incident and crisis management processes, reducing service disruptions and improving response and resolution times.
    - Strengthened governance frameworks and communication channels between technical teams, business stakeholders, and global leadership.
    - Implemented continuous improvement initiatives that enhanced service quality, customer satisfaction, and operational efficiency.
    - Supported global clients across LATAM and international markets, ensuring consistent service performance and customer alignment.

  • Lifecycle Implementation Service Latin America - Verizon (2/2011 a 11/2023)

    - Serves as support for the account team to provide superior customer service though the expert handling of the implementation process.
    - Provides implementation input (project timelines, dependencies, milestones, resources) during pre-sales process as needed.
    - Prepares and delivers customer implementation plans and provides customer and account team with frequent updates and status reports.
    - Hosts weekly meetings, as appropriate, with branch personnel/account team to review status of pending orders.

  • Telco Manager Specialist Technical Customer Serv - Verizon (1/2009 a 2/2011)

    - Serves as support for the account team all around the world to provide superior customer service though the expert handling of the implementation order process circuit installation.
    - Provides implementation input (project timelines, dependencies, milestones) during pos-sales process as needed. Working in the provisioning team.
    - Prepares and delivers the PTTs implementation plans and provides customer and account team with frequent updates and status reports.
    - Hosts weekly meetings, as appropriate, with the PTTs in order to update the customer and the account team about the status of pending implementation orders.

Formação Acadêmica

  • MBA (2/2017 a 12/2020)

    Tecnologia da Informação - FMU/FIAM

  • Superior (1/1996 a 11/1999)

    Comunicação Social - Publicidade - Unisantos

Cursos e Certificações

ITIL Foundations V3