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Ronaldo Branco | Deck Operations Manager

Location: São Paulo, Brazil

Compensation range discussed (USD): His salary expectations are higher than the compensation range shared. He expects between $3,500 and $4,000 USD per month.

LinkedIn Profile | Email: ronaldobranco@hotmail.com | Phone: +55 11 99587-6870

Candidate Snapshot

US-Based Experience:

With 8 years of experience working with US-based clients, he has developed a strong ability to understand their needs and exceed their expectations. In his role at SoftwareOne, he managed a portfolio of more than 80 AWS and Microsoft clients, providing strategic insights and proactively resolving issues.

Team Leadership Experience:

He has led support and service delivery teams, ranging from 6 to 10 people at SoftwareOne. Additionally, he has extensive experience leading multicultural teams for a global tool adoption project.

In his current role as Service Delivery Manager (Telco Industry) he leads a reduced group of 3 people, ensuring seamless communication between the operational team and the customer. Also, he currently supports the financial team during the monthly closing, the operational team in supporting end-users, and the project manager during implementations and deliveries.

Training & Development:

Proven ability to design and deliver training programs on tool adoption, process automation, and customer engagement strategies, fostering a knowledge-sharing culture.

Education:

○ Bachelor of Science in Computer Science | Universidade Cidade de São Paulo, Brazil (2013)

○ Bachelor of Arts in Physical Education | Universidade Cidade de São Paulo, Brazil (2005)

Tools Used:

○ ServiceNow | Intermediate (6 years)

○ Microsoft Exchange | Intermediate (7 years)

○ Microsoft Azure | Beginner (2 years)

○ Copilot | Beginner (1 year)

○ Microsoft Office | Advanced (+10 years)

Meet Ronaldo

This video from our screening interview provides a look into Ronaldo's background and her experience within the US market.

Key Qualifications & Highlights

Team Leadership Environment

○ Management of Multiple Support Teams: Led three support teams indirectly, each with 6 to 10 people, these teams were supporting B2B and B2C clients and Ronaldo's mission was ensuring they achieved their goals seamlessly.

○ Global Team Leadership: Voluntarily led a multicultural team for a tool's adoption and change management, overseeing the implementation for Brazil and North America and managing collaboration across nine different time zones.

○ Mentorship & Training Skills: Developed and delivered a training program for the support team, focused on improving how they ask for customer feedback and building the team members' self-esteem.

Operations Management

○ End-to-End Customer Lifecycle Management: Managed a portfolio of over 80 clients, ensuring a seamless experience from onboarding through the entire customer lifecycle.

○ Critical Situation Handling: Served as the primary point of contact during critical situations, leading cross-functional teams and facilitating "war rooms" until resolution for both AWS and Microsoft solutions.

○ Cost Optimization & Efficiency: Specialized in providing strategic insights on cost optimization and security best practices, which led to a 30% cost reduction and a 50% increase in customer satisfaction.

○ Strategy & Communication: Collaborated with executive leaders (C-level) during monthly business reviews to align service delivery performance with strategic business goals.

Top Team Leadership Achievement (Star Method)

○ Situation: At SoftwareOne, the support team faced two key challenges: a customer satisfaction rating of 3.8 (below the company's minimum target of 4.5 out of 5) and a low number of feedback responses.

○ Task: The goal was to improve the team's ability to seek and receive customer feedback and significantly raise customer satisfaction scores.

○ Actions: Developed and led a training program for the teams, focusing on the importance of seeking feedback and building self-esteem in a supportive environment. The training also emphasized maintaining a seamless ticket service level agreement (SLA) and being polite and professional with customers.

○ Results: Within one month, the number of feedback responses increased from 2 to 16. The team was later recognized as a global role model by the headquarters, and customer satisfaction rates rose to an impressive average of 4.8.

Screening Interview - Key observations

○ Unconventional Background: Ronaldo's background in both computer science, physical education, and military service provides him with a unique set of skills. He directly applies principles of discipline, resilience, and problem-solving from these fields to his professional life, particularly in how he handles customer escalations by "going around the situation" to find a resolution.

○ Career Alignment & Motivation: He views this opportunity as an ideal next step in his career, as it aligns with his goal of becoming an international professional.

○ Leadership & Team Management: He expressed confidence in leading a team of over 20 people, citing his experience managing three indirect teams of 6-10 people at SoftwareOne. In his current role, he is building a Service Delivery Management team from the ground up, including the creation of KPIs and processes, demonstrating his ability to operate with a high degree of autonomy.

○ Salary Expectations: His salary expectations are between $3,500 and $4,000 USD per month