Emerson Palacio Email Address

Regional Customer Services and Support Director Latin America

Hitachi Data Systems, a wholly owned subsidiary of Hitachi, Ltd., provides information technologies, services and solutions that help companies improve IT costs and agility, and innovate with information to make a difference in the world. Their products, services and solutions are trusted by the world's leading enterprises, including more than 70% of the Fortune 100 and more than 80% of the Fortune Global 100.

Brazilian executive, process-oriented with 20+ years of experience in the IT and Customer Services industry, working for local and multinational corporations, ranging from technical operations management to customer services delivery management. Extensive experience post-sales technical support management, technical staff management, quality assurance delivery, and resource management.As the head of the Latin America, responsible for covering all customers, covering all products in the Hitachi Data Systems portfolio, managing a services team, including direct employees, external partners and service providers.Excellent experience in quality assurance management, from requirements definition and functional prioritization to metrics analysis and operational applicability accordingly, such as time to respond, time to solution, benchmarks, productivity, establishing SLAs, etc. Extensive experience in managing complex technical and operational issues involving mission critical environments.Creating and keeping a productive relationship with people around. Nothing is more essentialTechnical Support for large corporate CustomersService Delivery ManagementCrises ManagementTOM - Technical Operations ManagerMetrics and Key Indicators related to Technical SupportTechnical Support PlanningCustomer SatisfactionAnd mainly, I acquired a full understanding of how companies are using technology to conduct their businesses, and what those customers expect from Technical Service ProvidersSpecialties: Management of Technical Support TeamsCustomer Care in Technology industry