Hugo Raposo

SALESFORCE, Toronto, Canada                                                                                                  02/2021 – Current

• Led a team in the implementation of a new CRM system for one of the largest Railway Companies in North America that resulted in a 25% increase in customer satisfaction, a 30% increase in leads generated, and a 15% reduction in customer complaints.
• Enabled a large Telecom company in Canada to reduce the annual churn rate by 7% and the number of phone calls and emails by 22% by architecting a Digital Customer Engagement and CCaaS platform for the management, analysis, and optimization of the customer journey and improvement of the overall customer experience.
• Helped the Contact Center of one of the Canadian airlines to increase sales by 11% through upselling and cross-selling and reduced the average call handle time by 20% by architecting an Aviation CRM, which unified all customer data in a central location and created a 360-degree view of the customer across all different touch points.
• Developed and executed a contact center modernization initiative for one of the largest Canadian retail companies that resulted in a 40% reduction in average handle time, a 20% reduction in customer wait time, and a 25% increase in first contact resolution.
• Implemented a new omnichannel customer experience strategy for a large provider of medical assistance and clinical services that resulted in a 20% increase in customer satisfaction and a 20% increase in cross-sell opportunities.

NEW RELIC, Toronto, Canada                                                                                                      08/2019 – 03/2021

• Improved uptime of one of the largest Canadian retailers by 7% and performance by 15% by architecting an Observability platform that provides deep visibility and anticipates performance issues across a wide range of technologies, infrastructure, and on-premise and cloud environments.
• Increased the SCAT score of one of the largest Wealth Management Canadian organizations by 2 points in 8 months by enabling early detection of incidents and performance issues and their efficient resolution through the design of a Telemetry Data Platform.
• Led a team in the implementation of an observability solution for one of the largest wealth management providers in Canada that resulted in a 20% reduction in mean time to resolution (MTTR) and a 30% improvement in application uptime.
• Advised the executive team of a large insurance company on the implementation of a cloud infrastructure management platform that resulted in a 30% reduction in cloud costs, a 20% improvement in infrastructure utilization, and a 15% reduction in downtime.

ServiceNow, Toronto, Canada                                                                                                  07/2017 – 08/2019

• Drove a 27% increase in self-service, a 25% increase in satisfaction rates, a 45% savings in helpdesk agent time, and a 50% reduction in the number of raised alerts and tickets by architecting a Service Management platform/Single System of Engagement for handling customers, IT, and HR tickets, in one of the largest Universities in the GTA.
• Designed and architect an Employee Concierge portal that accelerated the internal vaccination program and evolved into an employee self-service center that handles 85% of HR questions related to health and welfare, payroll, and retirement of one of the largest Financial Institution in Canada.
• Advised the executive team of a large FSI company in Canada on the implementation of a new AI-powered chatbot that resulted in a 25% reduction in customer service inquiries, a 30% increase in customer satisfaction, and a 15% reduction in operating costs.
• Led a team in the development of a self-service customer portal for one of the largest retail companies in Canada that resulted in a 40% reduction in customer service inquiries, a 25% increase in customer satisfaction, and a 15% reduction in operating costs.

CA TECHNOLOGIES, Toronto, Canada                                                                                         08/2014 – 04/2017

• Led a team in the development of a cloud migration strategy that resulted in a 50% reduction in infrastructure costs, a 40% improvement in application performance, and a 20% reduction in operating costs.
• Developed and executed a disaster recovery strategy that resulted in a 50% reduction in recovery time objective (RTO), a 30% reduction in recovery point objective (RPO), and a 20% reduction in data loss.
• Advised the executive team of a large Canadian Telecommunication company on the implementation of a container orchestration platform that resulted in a 40% improvement in resource utilization, a 30% reduction in deployment time, and a 20% reduction in operating costs.
• Implemented a new continuous integration and continuous deployment (CI/CD) pipeline for one of the largest bank in Canada that resulted in a 50% reduction in deployment time, a 40% reduction in deployment failures, and a 20% reduction in operating costs.

PriceWaterHouseCoopers (PwC), Toronto, Canada                                                              10/2013 – 07/2014

• Successfully led a team in conducting a comprehensive IT audit of a large Pension Plan provider, resulting in the identification and remediation of multiple critical vulnerabilities, which mitigated the risk of a major security breach.
• Led a team in conducting an IT risk assessment of a large Canadian financial institution, resulting in the identification and mitigation of several high-risk areas, which reduced the potential for financial losses and reputational damage.
• Advised the executive team of a large Pension Plan provider on the implementation of a data governance program that resulted in a 40% improvement in data quality, a 30% reduction in data-related incidents, and a 20% improvement in compliance with data privacy regulations.
• Conducted a review of a large Canadian Construction company’s IT budget, resulting in the identification of several cost-saving opportunities, which reduced IT spending by 15% while maintaining or improving IT service levels.

QA CONSULTANTS, Toronto, Canada                                                                                           03/2013 – 10/2013

• Managed a team of technical sales architects, resulting in a 20% improvement in sales productivity and a 15% reduction in sales cycle times.
• Successfully led the implementation of a complex cloud-based solution for a Fortune 500 Canadian company, resulting in a 20% improvement in operational efficiency and a 25% reduction in IT infrastructure costs.
• Managed a team in the delivery of a large-scale enterprise solution for one of the largest Asset Management companies in Canada, resulting in a 15% improvement in system uptime and a 20% reduction in support costs.

HEWLETT-PACKARD SOFTWARE, USA                                                                                    12/2010 – 02/2013

• Collaborated with the HP Software’s product management team to develop and launch a new Application Lifecycle Management and Testing platform, resulting in a revenue increase of 3% in comparison with the prior-year results
• Led the technical sales team in the development of a new e-commerce platform for a retail company, resulting in a successful implementation and a $10 million deal.
• Advised the executive team of one of the largest retail companies in South America on technical strategies for improving online customer experience, resulting in a 20% improvement in customer satisfaction ratings and a 15% increase in revenue.

PORTO SEGURO, Sao Paulo, Brazil                                                                                              04/2009 – 12/2010

• As the leader of a $20M Order-to-Cash project, I successfully integrated multiple systems and applications to significantly improve business efficiency and revenue growth. By implementing advanced automation techniques, we reduced order processing time by 35% and improved billing accuracy by 25%, while streamlining the billing and invoicing process, leading to a 50% reduction in average invoice processing time. We also enhanced customer satisfaction by providing a self-service portal, resulting in a 40% increase in online payments. These improvements not only increased revenue but also strengthened customer relationships, positioning our organization for continued success.

SUN MICROSYSTEMS, Sao Paulo, Brazil                                                                                      03/2007 – 03/2009

• Supervised day-to-day operations and activities for a large-scale $20M B2B/B2C Trade and e-Commerce platform for a major financial institution in Brazil, including a team of 40+ resources and five external vendors.

Master's degree:

Master in Software Engineering & Artificial Intelligence

University of Campinas / Federal University of Pernambuco, Brazil

Bachelor's degree:

Bachelor in Computer Science (Summa Cum Laude)

Catholic University of Pernambuco, Brazil