Call Center Mananger
Interchange / GXS
Interchange/ GXS SA – from August/2008until March/2009(Brazilian company leading EDI (Eletronic Data Interchange sold on las Dec/30th 2009 to GXS Group – Worldwide leader on EDI)Function: Help DeskManagerProjects and Responsabilities
Reporting directly to Customer Relationship Manager , I’m in charge ofhelp desk management for brazilian companies.
·Keeping availability for help desk support – control headcount and absenteism indicadores
·Leading operational demands negotiated with the clients
·Making the SLA’s maintance and providing management information;
·Managering and develop a staff of50 employeesfor technical support aboutEDI and Corban (banking correspondent);
·Reviewing process for improve customer satisfaction;
·Reviewing cost opportunities adding value for maintance of the support structure;
·Implementing EDI Outsourcing projects for Top Clients: AMBEV; FEMSA; Eletro; Caixa Economica Federal; Unibanco; TAM and others;
·Implementing of SAS 70’s Audit Process;
·Implementing strategic business plan for add values and continues improviments providing profitable results for GXS improving satisfaction level for clients.