Valter Sclavi
Catawba,NC
Summary
Proven leader in CRM and service desk support, I excel in critical thinking and multitasking, significantly enhancing operational efficiencies. At C3i Solutions Inc., I spearheaded a team to support over 3,000 tickets monthly, boosting service levels by implementing effective training and quality control measures. My fast learning ability and leadership have consistently driven project and sales success across the banking and pharmaceutical sectors.
Overview
22
22
years of professional experience
Work History
Consultant/Trainer
Independent Consultant/Trainer
Newark, United States
01.2020 - Current
- Develop, translate and localize training materials for Veeva CRM and Salesforce Service Cloud end-users
- Contribute with insights for local System Administrators on best practices for CRM process automation to attend the Sales Reps demands
- Training the Sales Reps on use and process for Veeva CRM for companies like GSK, Merck, Ipsen, Takeda and others
- Training customer service representatives using Salesforce Cloud
Subject Matter Expert
C3i Solutions Inc.
Morristown, NJ
09.2014 - 01.2020
- Delivery Service Desk Support for Merck and 4 other pharmaceutical clients, focused on Brazil operations, taking calls and helping a 17 analysts' team in an average of 3,000 tickets/month
- Products supported: VEEVA, SAP, Salesforce, Oracle Medical Suite, SharePoint, Concur, VPN connections, Cisco Communications, Windows 10, Office 365, Ipad and Mobile applications
- Monitor and make accomplish all Service levels agreements (SLAs) regarding First Call Resolution, Average Speed of Answer, Abandon Rate, and Customer Quality Perception
- Report to the client's global services group the performance KPI's and discuss the new support needs
- Development, implementation, and administration of staff training procedures and policies as well as provide training, coaching, and mentoring
- Ensure that effective communication and problem management occurs at and between all support tiers
- Manage targeted communications in the event of a Service outage
- Preparation and dissemination of help sheets, usage guides, knowledge base, and FAQs
- Help clients on finalizing test from VEEVA sandbox, checking new features, and reporting errors and inconsistencies
- Prepare, coordinate, and apply the training to Sales Reps, Managers, and Super Users on roll-out VEEVA projects in Brazil
Commecial Manager
attps Informatica
Sao Paulo, Brazil
08.2008 - 04.2012
- Commercial and relationship development for BNP Paribas, Deutsche Bank, Bank of China, MUFG Bank, and other assigned accounts in the banking industry
- Business development up-selling and cross-selling the various company systems for Banking back-office automation
- Involved in the entire sales cycle, discovering the opportunity, pre-sales, negotiate the contract, keep track of the implementation and continue on the post-sales follow up
Professional Services Manager
ITQ
Sao Paulo, Brazil
07.2008 - 06.2009
- Implement Zoho Servicedesk to keep track of the service provided
- Develop and document all the procedures for support complying with the ITIL framework
- Train the analyst crew in all operational procedures and keep track of the performance
- Help the commercial team to promote and get new business opportunities
- Increase the revenues in new contracts by 150% in one year
Commercial Manager
Fidelity Information Services
Sao Paulo, Brazil
12.2006 - 04.2008
Commercial Manager
Matera Systems
Campinas, Brazil
02.2005 - 11.2006
Commercial Manager
Midsiga Software
Sao Paulo, Brazil
10.2004 - 12.2005
Commercial Manager
ETZ Informatica
Sao Paulo, Brazil
03.2003 - 09.2004
Education
Salesforce Certified Administrator -
Willian Patterson University
Camp404.2021
Veeva CRM Certified Administrator -
05.2018
Food Engineer -
Universidade Estadual de Campinas
12.1984
Skills
- Fast Learner
- Ability to Work Under Pressure
- Critical thinking and problem solving
- Multitasking Skills
- Effective Team Leader
- Leadership and Teamwork
- Quality control
Languages
English
Full Professional
Spanish
Professional
Portuguese
Native/ Bilingual
Timeline
Consultant/Trainer
Independent Consultant/Trainer
01.2020 - Current
Subject Matter Expert
C3i Solutions Inc.
09.2014 - 01.2020
Commecial Manager
attps Informatica
08.2008 - 04.2012
Professional Services Manager
ITQ
07.2008 - 06.2009
Commercial Manager
Fidelity Information Services
12.2006 - 04.2008
Commercial Manager
Matera Systems
02.2005 - 11.2006
Commercial Manager
Midsiga Software
10.2004 - 12.2005
Commercial Manager
ETZ Informatica
03.2003 - 09.2004
Salesforce Certified Administrator -
Willian Patterson University
Veeva CRM Certified Administrator -
Food Engineer -
Universidade Estadual de Campinas
Similar Profiles
Alem IvandryAlem Ivandry
Freelancer at Consultant & Trainer for Financial ServicesFreelancer at Consultant & Trainer for Financial Services
Taylore Rae ColemanTaylore Rae Coleman
NASM Certified Personal Trainer at Independent TrainerNASM Certified Personal Trainer at Independent Trainer
Paul CamusoPaul Camuso
Personal Trainer at Independent and Health Club Personal TrainerPersonal Trainer at Independent and Health Club Personal Trainer