- Contact Center
- Operations transformation
- Portfolio delivery
Service and Sales Operations for Vivo
Nationwide door-to-door sales for Vivo, with a mobile point-of-sale system rolled out across 50+ cities, alongside the fixed-line service operation and its systemic and improvement projects.
- Company
- Atento do Brasil
- Client
- Vivo
- Period
- Mar 2012 – May 2020
- Role
- IT Business Consultant – Project Manager
Context
- Two operations under the same account: nationwide door-to-door sales and the fixed-line service operation.
- Acted as Vivo's main point of contact within the IT structure, across growth, migration, and operational restructuring.
Challenge
- Negotiate expansion, reduction, or adaptation of operations with the client.
- Keep timelines, resources, and contractual conditions viable for both sides.
Key actions
- Led the nationwide door-to-door sales project, rolling out a mobile point-of-sale system across 50+ cities in Brazil.
- Ran the fixed-line service operation, owning its systemic and improvement projects.
- Led negotiations with the customer for expansion, reduction, or adaptation of operations.
- Negotiated internally on timelines, resources, and contractual conditions.
- Monitored costs, SLAs, and operational risks.
Outcome
- Mobile point-of-sale system implemented for door-to-door sales in more than 50 cities across Brazil.
- Fixed-line service operation sustained, with its systemic and improvement projects delivered.