Antonio Santos

ATOS N1 in Europe -Systems integration as well as cloud computing services and transaction-based activities.

-Facilitate New hire I/R classes.
-Redesign training materials received from B2B partners when required.
-Facilitate advanced technical and Team Management training.
-Write curriculum for training programs.
-Conduct needs assessments to determine critical areas for learning and development.
-Exceptional presentation skills, to include organizational, oral and written communications ability.
- Develop and maintain excellent relationships with clients/partners by engaging in prompt, professional and thoughtful communication with Clients to ensure the quality of services provided to the customers; and those SLAs.
-Monitor support calls, chat sessions and emails regularly across call centre’s as designated using the quality evaluation forms to detect gaps.
-Calibration and quality review sessions, with the goals of identifying processes, policies, that negatively impact our service delivery and in ensuring consistency of our monitoring process and quality of call center performance.
-Monitor customer satisfaction levels via customer feedbacks and surveys and work to improve areas of dissatisfaction.
-Publish KPI, Customer Satisfaction (CSAT) and other Ad hoc reports.
-Review current policies and procedures for accuracy.
-Improve the performance of the Technical Operations staff.
-Research, plan, organize and conduct training programs for technical personnel.
-Report on progress of employees under guidance during training periods.
-Evaluate effectiveness of training programs through administration of written and practical skills tests.
-Help manage customer service related activities including customer escalations/complaint resolution by working closely with Support Experts and Call Center leadership team. Take customer escalations phone calls escalated to the Executive Team.

ATOS N1 in Europe -Systems integration as well as cloud computing services and transaction-based activities.

-Facilitate New hire I/R classes.
-Redesign training materials received from B2B partners when required.
-Facilitate advanced technical and Team Management training.
-Write curriculum for training programs.
-Conduct needs assessments to determine critical areas for learning and development.
-Exceptional presentation skills, to include organizational, oral and written communications ability.
- Develop and maintain excellent relationships with clients/partners by engaging in prompt, professional and thoughtful communication with Clients to ensure the quality of services provided to the customers; and those SLAs.
-Monitor support calls, chat sessions and emails regularly across call centre’s as designated using the quality evaluation forms to detect gaps.
-Calibration and quality review sessions, with the goals of identifying processes, policies, that negatively impact our service delivery and in ensuring consistency of our monitoring process and quality of call center performance.
-Monitor customer satisfaction levels via customer feedbacks and surveys and work to improve areas of dissatisfaction.
-Publish KPI, Customer Satisfaction (CSAT) and other Ad hoc reports.
-Review current policies and procedures for accuracy.
-Improve the performance of the Technical Operations staff.
-Research, plan, organize and conduct training programs for technical personnel.
-Report on progress of employees under guidance during training periods.
-Evaluate effectiveness of training programs through administration of written and practical skills tests.
-Help manage customer service related activities including customer escalations/complaint resolution by working closely with Support Experts and Call Center leadership team. Take customer escalations phone calls escalated to the Executive Team.

Siemens IT Solutions and Services is an expert and reliable business partner for your IT requirements. With our comprehensive and broad-based IT solution and software expertise we focus on sector-specific IT solutions and software developments to open up new business sectors for our customers with IT solutions built around Siemens products.
Present in 42 countries and employs some 41.000 people. The Siemens Division generates annual sales revenues of €5.3 billion worldwide. The some 10,000 customers consist of both leading international players from a wide variety of industries as well as public-sector organizations.

Exceptional Training. Tenacious in supporting new business, securing customer loyalty and forging strong relationships with external business partners.

-Facilitate New hire I/R classes.
-Redesign training materials received from B2B partners when required.
-Facilitate advanced technical and Team Management training.
-Develop and facilitate new products and services training to B2B.
-Write curriculum for training programs.


-Conduct needs assessments to determine critical areas for learning and development.
-Exceptional presentation skills, to include organizational, oral and written communications ability.
- Build B2B relationships to improve the company performance and customer satisfaction.
-Improve the performance of the Technical Operations staff.


-Research, plan, organize and conduct training programs for technical personnel.
-Report on progress of employees under guidance during training periods.
-Conduct on-on-one training for employees who are not up to the expected skill level.
-Evaluate effectiveness of training programs through administration of written and practical skills tests.
-Accounts: Nike, SIS Europe, ITC, NSN, Genzyme, Novozymes and Daetwyler.

Siemens IT Solutions and Services is an expert and reliable business partner for your IT requirements. With our comprehensive and broad-based IT solution and software expertise we focus on sector-specific IT solutions and software developments to open up new business sectors for our customers with IT solutions built around Siemens products.
Present in 42 countries and employs some 41.000 people. The Siemens Division generates annual sales revenues of €5.3 billion worldwide. The some 10,000 customers consist of both leading international players from a wide variety of industries as well as public-sector organizations.

Exceptional Training. Tenacious in supporting new business, securing customer loyalty and forging strong relationships with external business partners.

-Facilitate New hire I/R classes.
-Redesign training materials received from B2B partners when required.
-Facilitate advanced technical and Team Management training.
-Develop and facilitate new products and services training to B2B.
-Write curriculum for training programs.


-Conduct needs assessments to determine critical areas for learning and development.
-Exceptional presentation skills, to include organizational, oral and written communications ability.
- Build B2B relationships to improve the company performance and customer satisfaction.
-Improve the performance of the Technical Operations staff.


-Research, plan, organize and conduct training programs for technical personnel.
-Report on progress of employees under guidance during training periods.
-Conduct on-on-one training for employees who are not up to the expected skill level.
-Evaluate effectiveness of training programs through administration of written and practical skills tests.
-Accounts: Nike, SIS Europe, ITC, NSN, Genzyme, Novozymes and Daetwyler.

- Act with customer orientation in order to be attentive and responsive to customer concerns.
-Assist to costumers, understanding there needs, and providing solutions by phone or e-mail
-Search new trends over internet, in way to provide new information regarding de develop of new services and new training needs.
-Assist other team members in development and delivery when necessary.
- Supporting: Verizon, Eircom, Siemens Mobile, AT&T, Gigaset, BenQ, Telefónica, France Telecom and BT.

- Act with customer orientation in order to be attentive and responsive to customer concerns.
-Assist to costumers, understanding there needs, and providing solutions by phone or e-mail
-Search new trends over internet, in way to provide new information regarding de develop of new services and new training needs.
-Assist other team members in development and delivery when necessary.
- Supporting: Verizon, Eircom, Siemens Mobile, AT&T, Gigaset, BenQ, Telefónica, France Telecom and BT.

- Recruiting agents.
- Planning agent’s daily work and answering there questions and needs.
-Evaluate the agents, in order to provide bonus previously establish based in their monthly performance.
-Keep updated the rules about security and hygiene at work.
-Perform in order to assure that the agents and the external costumers respect the rules about security and hygiene at work.
-Provide a good company environment between internal and external costumers.
- Understanding the agent’s needs and problems and providing solutions in order to maintain a good team spirit.
-Identify, design, deliver and evaluate training programs for newly hired agents
-Understanding and supporting our internal customers, to ensure the training that we provide is matching the goals and business needs of the organization.
Analyze success of past training, survey management and agents and propose actions.
-Respond to requests from the business for creation of continuation training materials in the revenue generation, systems and tools.
-Assist other team members in development and delivery when necessary
-Develop assessment methods for all course ware and implement in a manner appropriate to efficient learning from an adult audience
-Search new trends over Internet, in way to provide new information regarding the development of new services and training needs.
-Assist B2B costumers, understanding their needs, in way to develop new services and generating new business.
-Act with customer orientation in order to be attentive and responsive to customer concerns with B2B partners:
-Nokia, Motorola, Keylab, Siemens, Sony Ericsson, Samsung, Nortel (data card supplier),Huawei (modem supplier), France Telecom, Nttdocomo.

- Recruiting agents.
- Planning agent’s daily work and answering there questions and needs.
-Evaluate the agents, in order to provide bonus previously establish based in their monthly performance.
-Keep updated the rules about security and hygiene at work.
-Perform in order to assure that the agents and the external costumers respect the rules about security and hygiene at work.
-Provide a good company environment between internal and external costumers.
- Understanding the agent’s needs and problems and providing solutions in order to maintain a good team spirit.
-Identify, design, deliver and evaluate training programs for newly hired agents
-Understanding and supporting our internal customers, to ensure the training that we provide is matching the goals and business needs of the organization.
Analyze success of past training, survey management and agents and propose actions.
-Respond to requests from the business for creation of continuation training materials in the revenue generation, systems and tools.
-Assist other team members in development and delivery when necessary
-Develop assessment methods for all course ware and implement in a manner appropriate to efficient learning from an adult audience
-Search new trends over Internet, in way to provide new information regarding the development of new services and training needs.
-Assist B2B costumers, understanding their needs, in way to develop new services and generating new business.
-Act with customer orientation in order to be attentive and responsive to customer concerns with B2B partners:
-Nokia, Motorola, Keylab, Siemens, Sony Ericsson, Samsung, Nortel (data card supplier),Huawei (modem supplier), France Telecom, Nttdocomo.

Social Programs Management
Social Studies
Statistics
Interviews
Recruitment
Marketing
Development of Social Programs

Social Programs Management
Social Studies
Statistics
Interviews
Recruitment
Marketing
Development of Social Programs

Social Studies
Statistics and Reports
Interviews
Recruitment &Selection
Tests

Social Studies
Statistics and Reports
Interviews
Recruitment &Selection
Tests

Supervisor at the Commercial Department

Supervisor at the Commercial Department

Entertainer, Journalist, Interviewer, Reporter.

Entertainer, Journalist, Interviewer, Reporter.

Reporter, Jornalist

Reporter, Jornalist