Silvana Ferraz

Background

About Silvana Ferraz

A proven Tri-Language Technical Support Manager who has a proven ability to recruit and develop peak-performing teams that deliver on all technical support and company objectives. Cultivate, train and mentor employees to resolve the customer concerns and issues in the most efficient manner while achieving all organization goals and objectives. Executes and demonstrates the technical knowledge, language skills and expertise to immediately contribute to the profitability of the company and employee alike, with the highest degree of personal integrity. Career Highlights • Recognized for leading a top-performing team globally for 12 years, achieving annual global recognition. • Consistently surpassed company-set response times, achieving a 98% satisfaction rating. • Developed and revised global technical support processes, enhancing efficiency and customer satisfaction. • Collaborated with sales teams to increase sales renewals by 23% annually. • Served as McAfee Community Involvement Coordinator & Liaison for various programs. • Led a team of 12 engineers in developing and implementing a comprehensive cyber incident response strategy, resulting in about 35% reduction in response time to security incidents and call volume in the queues. • Created a Succession Plan documenting the process and timeline for transitioning leadership roles • Oversaw technical support operations in North and Latin America, ensuring efficient task management. • Crafted personalized career paths and implemented training programs for support engineers. • Spearheaded recruitment processes, attracting top talent and facilitating onboarding. • Utilized Power BI tools to review KPIs, identifying opportunities for improvement. • People leadership experience with proven ability to grow, develop, and inspire a team. • Led regional and global projects, promoting best practices. Prioritized diversity and inclusion, fostering a supportive workplace environment. • Managed escalations, guiding support engineers and updating customers, CSAM team, and leadership. Attended executives calls with customers and partners regarding technical support concerns. • As Customer Aligned Manager (CAM) serving as an advocate addressed customer’ escalations and technical support concerns.