Carlos Fernandez Silva

The position was responsible for planning, managing, controlling and implementing the policies of the MS Dynamics CRM support department It jointly executes a strategic role with a specific approach and orientation to clients, ensuring that they meet and exceed all customer expectations according to defined SLAs and KPIs. As part of the achievements:  Establishment and creation of the new flow process of operation in the company  Promote new lines of business such as PowerApps / Flow and CRM Marketing for new clients. Improve Customer Satisfaction Indexes by 40% in 1 year, to clearly determine areas for improvement.  Create and manage an end-to-end service operations team of 20 to 40 IT engineers and be responsible for the overall performance of the MS Dynamics CRM team, making sure that the services are delivered on time and in accordance with the specified requirements of less than 5% customer dissatisfaction.

Responsible as Quality Manager control and data collection of all non - conformities, reporting and data analysis for improving quality problems, a decrease of 30% of quality problems. I was responsible for developing the quality system in the company, mapping all processes flow procedures created, quality system implemented for US markets ensures quality and timely deliverables to clients and keeps track of what is P&L. As a leader, I designed and created the Quality Assurance Department for Sportsbook.com, the proper coloration with administration of the Quality Control unit, applicable to incoming phone calls and performance of the Call Center. Created the specific tools for Quality Control while maintaining project specifications according to defined standards.