Eliezer Bilancia

Account Operations Manager @ HP

About

Account Operations Manager working in the IT industry, Engineer(2005) and Project Manager (2012). Fluent in Portuguese, Spanish and English. Since 2005 working in customer-facing roles coordinating different areas to achieve customer satisfaction. I've been dealing with international customers from all over the world supporting different industries for the past decade (main customers Nestlé, IBM, Ericsson, Shell, DHL, 3M, Carrefour, Itau, Petrobras, Oi, Claro, Volkswagen, Siemens). Winner of the Lucent Global Science Scholars Program 2001(NYC) and participant of Cisco Systems Sales Trainee Program 2007 (Amsterdam).

Country

Brazil

City

Greater São Paulo Area

Industry

Information Technology & Services

Skill

Cisco Technologies, Network Design, Telecommunications, Cisco Certified, Routing, Networking, Switches, IP, Managed Services, IT Service Management, Pre-sales, Operations Management, Sales Operations, Customer Service, Customer Satisfaction, Customer Support, Customer Relations, Global Delivery, Global Management, Multilingual

Experience

Account Operations Manager

2011-7 - Present · 15 yrs 3 mos

Sao Paulo

Account Operations Manager and Team Lead – Responsible for strategic customers’ contracts operations in Latin America, acting as a customer advocate cross-departmentally. In charge of process improvements and accountable for the end-to-end customer experience, acting proactively and reactively to ensure customer satisfaction. Also responsible for Sales Forecasting and Customers Success Plans. Accountable for Customer Net Promoter Score and action plans for NPS improvement. Client Portifolio: ITAU, Nestlé, 3M, DHL, Carrefour, Shell, Ericsson, Petrobras, Siemens, Volkswagen, Fiat, Renault, Philips.

Project Manager

NEC Brasil

2010-8 - 2011-6 · 11 mos

São Paulo Area, Brazil

Responsible for network implementation projects, performing project Planning, Execution and Control. Projects comprised network equipment delivery, installation, maintenance and customer training. Main customer: Oi (Brazilian Telecommunications Carrier).

Network Engineer

AT&T

2009-10 - 2010-8 · 11 mos

São Paulo Area, Brazil

2nd Level Support on Local Area Network/Wireless environments for international customers. Main customers: IBM USA, IBM Canada, US Customs, GAP Clothing

Network Consulting Engineer

Cisco

2008-7 - 2009-4 · 10 mos

Responsible for providing Consultative Support for Brazilian Service Providers in Network Design, Implementation and Optimization. Main customers: Claro, Oi, Embratel.

Associate Systems Engineer

Cisco

2007-7 - 2008-7 · 1 yr 1 mo

Participant of the Cisco Sales Associate Program (Amsterdam - The Netherlands), trainee program held by Cisco to educate recently graduated engineers on Sales, Presentation and Technical skills ( company products and technology). Cisco Certifications Achieved: CSE - Cisco Sales Expert CCDA - Cisco Certified Design Associate CCDP - Cisco Certified Design Professional CCNA - Cisco Certified Network Associate CCNP - Cisco Certified Network Professional

Support and Applications Engineer

Brainlab

2005-12 - 2007-4 · 1 yr 5 mos

Installation and maintenance of equipment for Image Guided Surgery, Customer Education (physicians, nurses and engineers), non-clinical demonstrations, assistance in surgeries, technical support to customers and distributors, translation of technical material, preparation of support documentation for biddings and for registering products with the competent authorities. Customers in Latin America Countries