Company: NII Holdings, Inc. Reston, Virginia
Company Description: NII Holdings, Inc., based in Reston, Va., a leading provider of mobile communications for business customers in Latin America. NII Holdings, Inc. operates in Argentina, Brazil, Mexico , Chile and Peru, offering a fully integrated wireless communications tool.
Nomination Category: Customer Service Categories
Nomination Sub Category: Best Customer Service Executive

Nomination Title: Alejandro Raposo- “Above and beyond the standard of superior customer service.”

   1. Tell the story about what this nominee achieved in the past year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

          NII Holdings, Inc. is a wireless communications company operating primarily in
          Latin America.  NII Holdings has grown from an initial market capitalization
          of $50 million to over $11 billion in a period of just five years.  The
          company’s success on Wall Street is fueled by the excellence of its operations
          in Latin America and in particular by the commitment of the company’s team to
          providing a level of customer care that is unparalleled in the Region. While
          high quality customer care is a standard shared by all of the company’s
          subsidiaries, we believe that Nextel Brazil and Alejandro Raposo deserve
          special recognition for raising the bar in superior customer service.

          Since joining Nextel Brazil in 2001, Raposo has greatly increased customer
          loyalty and positioned the company as the provider with the best overall
          customer satisfaction levels in the country. In 2006, Nextel Brazil’s customer
          turnover (churn) rate experienced an improvement of 50 basis points over 2005,
          going from 1.9 to 1.2 %, illustrating improvement in customer satisfaction.
          Other contributing factors included reducing delivery time, reducing waiting
          time in the call center and automatically exchanging problematic handsets when
          customers need them. For Raposo the customer experience starts when the
          customer signs contract and ends with delivery of handset. In 2004 this
          process took 11 days, but the new actions implemented in 2005 resulted in
          decreasing the process to 5.5 days.

          The strategies used by Raposo and his team proved to be a phenomenal success. 
          He analyzed customer behavior and, based on those results, he became proactive
          and made contact with the customer in order to solve critical problems.  He
          also made more modern handsets available to improve service coverage over
          all.  Most importantly, in 2006, he created a closer relationship with the
          customer by providing 20 new service centers and adding more services to the
          Nextel website allowing customers to choose the best way to get what they
          need.

          Raposo’s vision has been to develop a culture based on customer relationships
          as the strategic objective in all processes. Nextel Brazil’s business model is
          one in which the main focus is to meet all it’s customer’s needs and through
          monthly surveys the company learns how they are being met and in which areas
          it is lacking.  He believes that all clients want quality, a good price and
          good service.  With this in mind, it is clear why the Nextel business model,
          strategy and dedication to service creates positive relationships and builds
          loyalty with clients.

          As a customer service executive for Nextel Brazil, Raposo possesses a clear
          view of what it takes to be a leader in service.   The telecommunications
          industry continues to expand and become more saturated therefore, it has
          become increasingly important to distinguish your product and service from
          your competitors.  Raposo understands that building a personal relationship
          and offering clients a superior level of care is what distinguishes Nextel as
          a quality brand - and for that reason he is an excellent candidate for the
          Best Customer Service Executive Award.

   2. List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

          ftp://attmedia:attmedia@ftp.yr.com

   3. Provide a brief (up to 100 words) biography about this nominee:

          Alejandro Raposo, Vice-president, Customer Operations
          Raposo joined Nextel Brazil in 2001 from Nextel Argentina, where he served
          since 1998 as Customer Care manager – being in charge of customer-related
          operations in all Nextel branches in that country – chief of the Conciliation
          Team, branch manager and training supervisor. Prior to joining Nextel, Raposo
          worked for Telefonica Argentina as France Telecom Argentina as a sales support
          analyst and HR analyst. He has a degree in Business Administration from
          Universidad Argentina de La Empresa and a MBA from IDEA in Buenos Aires.