Laura Siles

Extensive IT Outsourcing experience | TKP | Sr. Quality Manager | A strong leader cultivating highly committed teams | Trilingual (EN/PT/SP)

Farmington, Michigan, United States Contact Info
655 followers 500+ connections

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FIAP - Faculdade de Informática e Administração Paulista

About

A highly accomplished IT professional with 10+ years of experience in the IT industry, I am passionate about meeting and exceeding customer expectations by targeting their needs and collaborating with cross-functional teams. I am energetic, motivated, and adept at prioritizing tasks while supporting teams and fostering teamwork.
I am passionate about empowering individuals to achieve their professional goals.

Activity

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Experience

  • Stefanini US

    Stefanini US

    9 years 6 months

    • Stefanini US Graphic

      Sr. Quality Assurance Manager

      Stefanini US

      - Present 8 years 3 months

      Southfield, MI

      • Oversaw the Quality department and managed a team in 4 countries, supporting various industries such as manufacturing, life sciences, finance, technology, and pharmaceuticals.
      • Streamlined processes and roadmaps, reducing penalty fees through data integration.
      • Created new quality objectives focused on customer satisfaction, which resulted in increasing efficiency in service levels from 76% to 98% in 4 years.
      • Improved NPS score from 17% to 59% in 4 years, bringing major…

      • Oversaw the Quality department and managed a team in 4 countries, supporting various industries such as manufacturing, life sciences, finance, technology, and pharmaceuticals.
      • Streamlined processes and roadmaps, reducing penalty fees through data integration.
      • Created new quality objectives focused on customer satisfaction, which resulted in increasing efficiency in service levels from 76% to 98% in 4 years.
      • Improved NPS score from 17% to 59% in 4 years, bringing major transformation in customer service
      • Acted as a strategic leader to support sales, services, and operations, working collaboratively and cross functionally.
      • Maintained key focus on business development & retention, partner network management, revenue growth, operational improvement, cost optimization, and customer satisfaction.
      • Deep knowledge in the Windows platform, Microsoft Office Suite, and Power BI. Also proficiency in creating workflows using Microsoft Visio and developing complex dashboards using Power BI.
      • Developed efficient workflows to facilitate escalations. Gained the capability to foresee potential obstacles in escalation and operational processes and proactively devise alternative paths to ensure that technical issues are resolved.

    • Stefanini US Graphic

      Solutions Manager for ITO

      Stefanini US

      - 1 year 4 months

      Southfield, MI

      Extending my position in Brazil to support the US office.
      • Managed a team of 8 senior solution architects in 3 countries. Together, we increased annual revenue by 12%, acquiring new clients, cross-selling, and expanding the portfolio of ITO Outsourcing projects.
      • Visited global clients for presentations, supporting pre-sales teams with strategies to identify opportunities for expanding the company's portfolio.
      • Recognized for improving team engagement with a bonus program, leading…

      Extending my position in Brazil to support the US office.
      • Managed a team of 8 senior solution architects in 3 countries. Together, we increased annual revenue by 12%, acquiring new clients, cross-selling, and expanding the portfolio of ITO Outsourcing projects.
      • Visited global clients for presentations, supporting pre-sales teams with strategies to identify opportunities for expanding the company's portfolio.
      • Recognized for improving team engagement with a bonus program, leading to a 10% increase in new business deals closed annually, fostering a culture of growth and collaboration to develop innovative client solutions.
      • Developed and implemented strategic corporate initiatives as part of the Sr. Leadership team, resulting in an 8% annual revenue increase in 2 years and improved delivery quality, productivity, and cross-selling.

  • Stefanini

    Stefanini

    9 years 2 months

    • Stefanini Graphic

      Solutions Manager for ITO

      Stefanini

      - 7 years 10 months

      Sao Paulo, Brasil

      • Managed a team of 8 senior solution architects in 3 countries. Together, we increased annual revenue by 12%, acquiring new clients, cross-selling, and expanding the portfolio of ITO Outsourcing projects.
      • Visited global clients for presentations, supporting pre-sales teams with strategies to identify opportunities for expanding the company's portfolio.
      • Recognized for improving team engagement with a bonus program, leading to a 10% increase in new business deals closed annually…

      • Managed a team of 8 senior solution architects in 3 countries. Together, we increased annual revenue by 12%, acquiring new clients, cross-selling, and expanding the portfolio of ITO Outsourcing projects.
      • Visited global clients for presentations, supporting pre-sales teams with strategies to identify opportunities for expanding the company's portfolio.
      • Recognized for improving team engagement with a bonus program, leading to a 10% increase in new business deals closed annually, fostering a culture of growth and collaboration to develop innovative client solutions.
      • Developed and implemented strategic corporate initiatives as part of the Sr. Leadership team, resulting in an 8% annual revenue increase in 2 years and improved delivery quality, productivity, and cross-selling.

    • Stefanini Brasil Graphic

      Sr. Service Delivery Manager

      Stefanini Brasil

      - 1 year 5 months

      Alcatel-Lucent Brazil

      • Established an outsourced service desk at Alcatel-Lucent, leading a team of 40 technicians that provided technical support to 2500 users across 6 countries (1st and 2nd level).
      • Led daily operations to position the service desk as a benchmark for other programs. This resulted in a high retention level among employees and almost zero turnover.
      • Actively monitored agents and created new procedures, increasing first-call resolution from 30% to 85% in 4 months, yielding improved customer…

      • Established an outsourced service desk at Alcatel-Lucent, leading a team of 40 technicians that provided technical support to 2500 users across 6 countries (1st and 2nd level).
      • Led daily operations to position the service desk as a benchmark for other programs. This resulted in a high retention level among employees and almost zero turnover.
      • Actively monitored agents and created new procedures, increasing first-call resolution from 30% to 85% in 4 months, yielding improved customer satisfaction.
      • Streamlined training process, reducing duration by 40% in 3 months, resulting in faster onboarding and improved team productivity. Led team in creating a knowledge base, boosting technical support efficiency, and fostering team engagement.

  • CSC Graphic

    Service Desk Manager

    CSC

    - 2 years 6 months

    São Paulo, Brazil

  • Walmart Brazil Graphic

    Service Desk Team Lead

    Walmart Brazil

    - 1 year 7 months

    São Paulo, Brazil

  • Deutsche Bank Graphic

    Senior Field Services Technician

    Deutsche Bank

    - 1 year

    São Paulo, Brazil

  • Microsoft Graphic

    Technical Support Specialist

    Microsoft

    - 1 year 5 months

    São Paulo, Brazil

Education

  • FIAP - Faculdade de Informática e Administração Paulista

    College Data Processing

    -

  • IGT | International Coaching Graphic

    IGT | International Coaching

    Life Coach Coaching

    -

  • IGT | International Coaching Graphic

    IGT | International Coaching

    Behavior Analyst Coaching

    -

  • Espaço Casa Viva

    Facilitadora em Constelação Sistêmica

    -

  • OMNEX

    Lead Auditor Quality

    -

    Lead Auditor in ISO 9001:2015

  • OMNEX

    Lead Auditor, Environmental

    -

    Lead Auditor in ISO 14001:2015

  • SB Coaching

    Career Coaching Career Coach

    -

    Career Coach

  • UNIAGIL - Universidade Ágil Graphic

    UNIAGIL - Universidade Ágil

    TKP TKP

    -

Languages

  • English

    Full professional proficiency

  • Spanish

    Full professional proficiency

  • Portuguese

    Native or bilingual proficiency

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