Nilton De Carvalho Neves, CSPO®, CSM®, KSI / KMP II®

Experience

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  Redline Communications

  Jan 2004 - Jun 2007

  IT Coordinator

  - Initially, as an IT intern, I was offered opportunities to face several challenges and perform multiple tasks within the IT department, and had been regularly recognized for my performance and achievements, until I was promoted as IT senior coordinator, infrastructure and facilities (maintenance);- As main achievements, to plan and execute the project to migrate the entire data center from a build to another, providing a non-stop services provision during the transition period;- Reporting directly to the IT Manager and to CEO, being an active participant of strategic decisions, supporting the company's growth from 200 to 1,100 employees;- Directly management of 05 employees and 6 contracts with service providers; Show less

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  RSA

  Jul 2007 - Oct 2008

  IT Senior Support Analyst

  - Based on São Paulo´s branch office, reporting to London headquarters;- Provide support to 500 desktops/notebooks users locally, performing network user management tasks, e-mail servers and supporting LAN/TELCO infrastructure;- Administration and maintenance of the application, backup and telephony services;- Develop and implement projects to reduce costs and deploy improvements to the company's infrastructure;

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  Contax

  Oct 2008 - Sept 2013

  - Acting as Senior Implementation Project Consultant, leading since the business mapping (gap analysis), project and team management, leveraging business performance and results while evaluating available solutions/partners and opportunities of improvements;- Responsible for ensuring the project's scope, cost and time adherence. - Personally, have implemented the new Argentina´s contact center site in Buenos Aires downtown for Personal Telecom client. The project involved more than 300 workstations, including facilities (build construction), network, telephony and servers infrastructure, staffing (HR, WFM, Training, Marketing, etc); - Lead the project management and PMO initiatives during the implementation process for the local and global, current or new clients deployment portfolio, in charge of budgets major than 4MM; Show less - Responsible for implementation of global customer Contact Center Omnichannel projects and solutions for current and new clients, with budgets over than 2MM;- Contact center customer service project portfolio management, consisting of various segments, for instance, collections, URC, customer service and financial products, including leader companies brands as Santander (Aymoré ABN), Banco Itaú, Orbital, Ticket Services, SEM PARAR, TAM Airlines, Buscapé, Personal Telecom (Argentina), Vivo, Credsystem, Tecban, Fleury among others; Show less

  • Senior Implementation Project Consultant

    Mar 2012 - Sept 2013

  • Project Implementation Analyst

    Oct 2008 - Feb 2012
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  Teleperformance Brasil

  Sept 2013 - Nov 2018

  - Implement high-performance and complex clients customer services projects, dealing both local and global teams (LATAM, USA, India, Philippines. Europe);- Project Manager focused on implementations of Global Accounts, very successfully implemented customer services for brands such as Amazon.com, NETFLIX, Mastercard, HughesNet, Glovo, General Motors, Hotels.com, Decolar.com, among others leaders companies in their markets - Active Member of a Teleperformance Global committee to create worldwide best practices book in project/portfolio management methodology (BEST PM);- Mentor of project team members to work with new frameworks and innovative project management initiatives;- Support Operations and Business Development teams on certifications and prospects initiatives (ISO audits, COPC certifications); Show less - Review project proposal (RFP) and/or plan to determine timeframe, funding limitations, procedures for accomplishing project implementation, staffing requirements, and allotment of available resources within the project lifecycle;- Define the work and staffing plan for each phase of a project, and arranges for recruitment or assignment of project personnel (HR, Training, Facilities, IT, Real Estate, etc);- Outline and assign duties, responsibilities, and scope of authority/ownership;- Direct and coordinate activities of project team members to ensure project progress on schedule and within prescribed budget;- Review status reports prepared by project personnel and modifies schedules or plans as required; Prepare project reports for local and global management, client and stakeholders;- Work along with project personnel to provide technical and/or strategic advice and to address problems;- Manage the Implementation Team portfolio, as well as developing the project management culture while inventing on team members personal development and training; Show less - Teleperformance Brazil's Point of Contact and Project Manager for all the clients in the Global Accounts pipeline and implementation projects;- Management and reporting of the global accounts project portfolio; - Deployment of high-performance solutions and corporate projects (Workforce Management Tools, TotalView, Project Server PMO web tool);- Report to the executive board the project's portfolio (scope, costs, and deadlines) of all current running projects; - Act as the 'evangelist' of the project management best practices, culture and methodology within the areas based on the most know frameworks as PMBok, SCRUM, Lean, ensuring its adherence and applicability, supporting the certifications and auditing processes (ISO, COPC); Show less - Operate in highly critical and complex projects, which require interaction/liaison with local and/or global customers and business partners/suppliers (English and Spanish speakers);- Experienced in multidisciplinary teams management, conducting meetings, preparing and presenting executive status reports, including the deviation monitoring of the entire project (cost, time, scope) to the customers and stakeholders;- Responsible for the IT perspective implementation/launch of new global customers services, leading teams from the scope and needs mapping, defining the schedule plan, costs (CAPEX and OPEX) in projects with a budget higher than 5MM;- Acting as well as project manager for existing customers, focused on the IT and deployment activities, participating from the needs identification of the internal or external customer and prospect until the project approval and delivery;- Deployment of technology solutions for Contact Center, Data and Voice links, Avaya DAC/PABX, IVR solutions, CTI, WFM Tools, call recorders (Call Copy, NICE), Dialers (Aspect, Altitude, Vocalcom), CRM, Intranet, e-mail solutions, etc.;- Process mapping and improvement businesses opportunity identification; Show less

  • Global Project Manager

    Feb 2018 - Nov 2018

  • Bilingual Project Manager (PMO)

    Oct 2016 - Feb 2018

  • Implementation Project Coordinator (PMO)

    May 2015 - Oct 2016

  • IT Project Coordinator

    Sept 2013 - May 2015
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  Globo

  Nov 2018 - Dec 2022

  - Set the long-term vision and strategy for the Adtech & AdSolutions products and teams. communicate the product strategy to all relevant participants and stakeholders – from concept to launch;- Taking product enhancements or new product launches from start to finish;- Partner with the Agile Center of Excellence (LACE) to socialize and implement scaled agility within Adtech teams & Stakeholders;- Facilitate and mentor Agile Ceremonies: PI/Quarter plannings, OKR workshops, dependencies alignment, risk management, product discovery, etc.;- Developing solid relationships with prospects and vendors;- Collaborating with internal teams on competitive positioning and market development;- Conducting user surveys and focus groups;- Creating Product Requirement Documents, Market Requirement Documents, and Business Requirement Documents;- Motivating and coaching the product team to reach goals and achieve deliverables; Show less - Always represent the voice of the customer within the team;- Own the outward communication of product progress and value activation to stakeholders;- Provide performance feedback to product team members and business stakeholders;- Collaborate with other Product Owners as needed to align on release plans and ensure backlogs are in alignment with the overall organizational strategy - (Scaled Agile Framework for Enterprise);- Actively plan and prioritize the product feature backlog according to business value and clearly articulates priorities for the product team;- Create a sense of common goal for the team based on the product vision. Regularly engaging with the product team to guide priorities, refine features, define functional requirements, and help address blockers impacting successful team completion of sprint goals;- Coordinate with multiple parties (product team, vendors, strategic partners, business partners, etc.) to meet the business’s priorities while being aware of the insights, needs and constraints of those stakeholders; Show less

  • Group Product Manager

    Oct 2021 - Dec 2022

  • Product Owner | Advertising (Adtech & Digital Delivery)

    Dec 2019 - Oct 2021

  • IT Executive Supervisor (AdTech & Commercial Advertising)

    Nov 2018 - Dec 2019
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  Kimberly-Clark

  Dec 2022 - now

  Global Product Manager | Consumer Services (CRM, Care, Chat and Social)

  - Own the strategy and product roadmaps to optimize and standardize Kimberly-Clark’s consumer engagement with connected systems, common processes, and shared metrics to strengthen our relationship with consumers across the globe (platforms include consumer service/care, mobile messaging, chatbot features, and social publishing and engagement).- Lead and direct team of globally diverse product owners in the delivery of a digital marketing and consumer services platforms that drives the commercial transformation; improve the effectiveness of that team to achieve the desired results and outcomes (agile and OKRs-driven approach).- Provide regular communication to management on status updates related to operations, including project timelines, milestones, and deadlines.- Work closely with engineering and other related disciplines and subject matter experts as well as other product teams to secure the resources, features, and functionality that is required by the business stakeholders.- Manage and coordinate external vendors, contracts, relationships, and technical requirements to continue to develop and enhance the platforms. Show less