Marcos Zart (marcos.zart@amdocs.com)

Current

CALA Sales Engineering Manager at Amdocs

Past

Member at Câmara Brasileira de Comércio Eletrônico
Customer Care Service Manager (Internet, kiosks, IVR) at Vivo
Internet consultant at Oi

Web Manager at Claro

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Education

Business School São Paulo
Universidade Federal do Rio Grande do Sul

Recommended

15 people have recommended Marcos

Connections

500+ connections

Industry

Telecommunications

Websites

Marcos Zart (marcos.zart@amdocs.com)’s Summary

•Since Sept09 I'm responsable for Pre Sales activities in Amdocs Interactive Changingworlds, based in São Paulo(Brazil), presenting our winner Mobile Personalization Solution for the Caribbean and Latin America market. We provided Intelligent Mobile Portals for over 58 mobile network operators around the world.
•Telecom executive with large experience in mobile operators such Vivo, Claro and Oi at Customer Care and IT areas since 1999 with focus on product and service development to increase the stickiness for the virtual channels, resulting in more customer satisfaction and less operational cost.
•Project planning, implementation and channel performance/monitoring management.
•Management and operation of auto attendance channels (ATM), web Portal, Internet services, URA, e-mail and Virtual Store.
•Experience in people management, focused in team development and results.
•Knowledge of business planning, annual budget, Capex/Opex methodologies and investments evaluation.

Marcos Zart (marcos.zart@amdocs.com)’s Specialties:

Service, Product and business Development for Internet, mobile, Online services, web self-care, SMS, Kiosks and IVR.

Marcos Zart (marcos.zart@amdocs.com)’s Experience

CALA Sales Engineering Manager

Amdocs

(Public Company; DOX; Information Technology and Services industry)

August 2009 — Present (5 months)
Member

Câmara Brasileira de Comércio Eletrônico

(Telecommunications industry)

2007 — August 2009 (2 years )
Customer Care Service Manager (Internet, kiosks, IVR)

Vivo

(Privately Held; Telecommunications industry)

July 2002 — August 2009 (7 years 2 months)

• National management of the virtual channels to customer attendance on Internet (Vivo Online) and sales stores (around 500 kiosks), international benchmarking of telecom companies, with the specification, implementation and operation of the most complete services portfolio. These channels allow enable/consult more than 40 voice and data services and adherence to promotions, currently counting more than 10 million transactions per month (increase of 74% in 1 year), avoiding contact costs in human attendance, as well as increase customers satisfaction/loyalty, allowing each one to be served by electronic channel you prefer;
• Implementation of the Project Online Bill, that provided various tools in Vivo Online allowing the customers to search and view graphics of the bill.
• Management of Portal www.vivo.com.br (more than 10 million visits/month), responsible for ensuring that all promotions and content were available to the customers, and offer resources and assistance by email/chat and Web SMS.
• Contract Management of an external agency and to attend over than 100 internal demands per month.
• Management of e-business project in order to redesign the Internet channel.
• Business Management of the electronic phone attendance (URA) since december/07 until june/09, in order to reduce the call center calls through the electronic retention. Redefinition of menus, new features and phraseology.
• Creation of the most important Brazil Kiosks network in a non banking company, with 500 machines and software specially designed to provide services and information for the customers. This was a huge project involving several internal areas and supplies to define all structure to be used and to maintain the new network.
• Implementation of VivoBlog (www.vivoblog.com.br), with exclusive team of journalists;
• Project for online transactions in Mobile smartphones/wap.
Internet consultant

Oi

(Telecommunications industry)

October 2001 — July 2002 (10 months)

• Intranet and internet project manager, to define and develop a complete web solution to customers and the company (B2B and B2C). The project provided the first web presence for the company, with integration with the most important internal systems (ERP, CRM) to satisfy the customers and dealers expectative. It was implemented to launch the company, in 6 months.
Web Manager

Claro

(Privately Held; Telecommunications industry)

June 1999 — October 2001 (2 years 5 months)

• Management of the e-solutions area, coordinating the actions to attend the virtual necessities for the company and its customers.
• As a business consultant, development of new products and services were made, including the Claro Internet Service Provider, Wap portal, virtual store, on-line services, dealer portal and employee portal.

Marcos Zart (marcos.zart@amdocs.com)’s Education

Business School São Paulo

MBA , Executive , 2004 — 2005
Universidade Federal do Rio Grande do Sul

Specialization , Computer sciences and Internet , 1996 — 1997

Additional Information

Marcos Zart (marcos.zart@amdocs.com)’s Websites:

Marcos Zart (marcos.zart@amdocs.com)’s Interests:

• Interests and hobbies include traveling abroad, analogical and digital photography (personal portfolio at www.zart.com.br), listening to music, reading, watching movies, working out and staing with my family.