Rogerio Rozim
Operations, Customer Service And Technology
Barva
Summary
Multitasking Incident Manager with a background in remediation planning and execution. A determined employee with over 25 years of successfully handling high priority incidents and finding ways to limit impact. Committed to remaining poised and calm in high pressure situations. Knowledgeable Incident Manager drives effective problem solving and decision-making. Enthusiastic professional with background in analytics, troubleshooting and leading effective resolution teams. Bilingual individual with incident event analysis and follow up expertise. A confident Incident Manager with extensive knowledge in technology monitoring tools and priority incident recommendations. Successful at optimizing security standards, improving planning processes and managing systems implementation. Knowledgeable about disaster recovery planning, roadmapping and team development.
Overview
16
16
years of professional experience
3
3
Languages
Work History
INCIDENT MANAGER PLUS
Accenture Costa Rica
7 2022 - 3 2023
- Spearheaded incident management processes, effectively handling unplanned events to mitigate disruption and maintain operational continuity
- Held overarching accountability and authority during incidents, ensuring a cohesive and strategic response across all involved parties
- Orchestrated comprehensive incident response efforts, coordinating cross-functional teams to rapidly resolve issues and minimize impact
- Maintained ultimate responsibility for all incident-related roles, delegating tasks strategically to optimize response efficiency and effectiveness.
TEAM LEAD
Accenture Costa Rica Collection LATAM
03.2022 - 11.2023
- Spearheaded daily operations of collections management, optimizing supply chain and inventory control, coupled with efficient collection and disposal processes
- Championed innovative initiatives, steering continuous improvement projects to enhance operational efficiency
- Cultivated a high-performance team culture, providing leadership, training, and development to bolster employee engagement and proficiency through targeted billing procedures.
SENIOR PROPOSAL MANAGER AND PROJECT ANALYST GSC ACCOUNT
DXC Technology
06.2016 - 08.2022
- Spearheaded comprehensive data analysis for infrastructure projects, catering specifically to Brazilian clientele
- Managed the entire lifecycle of new project requests, from initial receipt to engaging with DXC's technical teams for solution development and quotation delivery
- Coordinated and facilitated detailed scope meetings with customers through Skype to gain an in-depth grasp of project requirements.
ACCOUNT MANAGER
Pokerstars
03.2015 - 06.2016
- Customer management as a service with any inconvenience, from accessing games, profiles, credits or game limits and managing relevance levels, returns and all customer-related administration.
TECHNICAL SOLUTIONS REP. V
Hewlett-Packard Costa Rica Ltda.
01.2010 - 01.2015
- Spearheaded technical solutions across diverse regions including North & Latin America, Europe, the Middle East, and Africa
- Expertly managed contract administration for the EMEA sector, ensuring compliance and streamlined operations.
CUSTOMER SERVICE REPRESENTATIVE
Alcatel Lucent
01.2008 - 01.2010
- Spearheaded the seamless transition of customer service operations from Argentina to Costa Rica, serving as both Agent and Supervisor for Spanish and Portuguese-speaking markets in Latin America.
Education
ADMINISTRATION -
UCS
BUSINESS ADMINISTRATION - undefined
Colegio Mutirão
Skills
Microsoft Office
Windows Systems
Sharepoints
SAP
Customer Service
Communication Skills
Motivation
Analytic
Troubleshooting
Pokerstars
Team Player
Customer Focused
Word
Excel
Powerpoint
Root Cause Analysis
Service Management
Requirements Gathering
Escalation management
Resolution team engagement
Incident priority assessment
Driving License - Categories
B1
References
- ZIANNY UGALDE, Accenture, 6073 4217, z.ugalde.alvarez@accenture.com
- RULBER BARRANTES, Morphos, rulberb@yahoo.com
Timeline
TEAM LEAD
Accenture Costa Rica Collection LATAM
03.2022 - 11.2023
SENIOR PROPOSAL MANAGER AND PROJECT ANALYST GSC ACCOUNT
DXC Technology
06.2016 - 08.2022
ACCOUNT MANAGER
Pokerstars
03.2015 - 06.2016
TECHNICAL SOLUTIONS REP. V
Hewlett-Packard Costa Rica Ltda.
01.2010 - 01.2015
CUSTOMER SERVICE REPRESENTATIVE
Alcatel Lucent
01.2008 - 01.2010
INCIDENT MANAGER PLUS
Accenture Costa Rica
7 2022 - 3 2023
ADMINISTRATION -
UCS
BUSINESS ADMINISTRATION - undefined
Colegio Mutirão