Silvia Moreno

Experience

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  US Department of State/US Consulate

  Jun 1991 - Jul 1995

  Consular Services Assistant

  * Advised Consular Officers and US citizens in complex processes* Processed US citizenship-passport applications and analyzed benefits eligibility* Performed process improvement

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  Ernst & Young Intl

  Aug 1997 - Feb 1998

  Senior Managerial Consultant

  * Developed commercial strategies, market segmentation, and competitive analysis* Customized marketing research techniques* Prepared and presented executive reports and analysis to client’s top management

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  Otecel - BellSouth International

  Feb 1998 - Mar 2004

  * Raised Customer Satisfaction by leading process improvement * Worked with the Executive Board in Strategic Planning representing the Client perspective to increase revenue generation, market share, and satisfaction levels* Formed the CRM Unit, cross-functional team, to implement CRM strategy. PMO leader* Established “CEO´s Direct Line”, confidential feedback channel for process improvement* Raised additional budget to implement CRM related projects applying Six Sigma & customer focus: 75% solutions CEO’s Direct Line, 60% customer DB quality improvement, and others.* Achieved successful CRM cultural change management developing a comprehensive two year communication campaign achieving 84% company-wide awareness. Produced videos & motivational training with appealing written/visual material providing training in different cities. Campaign was replicated in BellSouth Perú Show less

  • CRM Manager - Customer Advocate

    Dec 2001 - Mar 2004

  • Product Marketing Manager

    Sept 1998 - Nov 2001

  • Marketing Research and Analysis Manager

    Feb 1998 - Sept 1998
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  Otecel - Telefonica Movistar

  Apr 2004 - Feb 2007

  Commercial Planning Manager

  * Implemented a business information system for the company's largest area (700+ employees)* Performed gap analysis and process improvement, managing 30+ projects* Improved and controlled area operations and budget, optimizing US$1,465k in 3 years* Liaised with related areas to resolve joint telecommunication issues and ensure efficient service

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  US Department of Commerce/Commercial Service US Embassy

  Jul 2007 - Mar 2012

  Senior Commercial Specialist

  * Promoted US exports and lobbied into removing trade barriers* Advised Officers and US firms on market entry and expansion * Planned and managed market research, market development, and trade contacts * Conducted strategic planning and performed process improvement* Prepared commercial/economic reports handling sensitive information

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  Independent

  Jul 2012 - Aug 2018

  Trade & Market Research Consultant

  * Provided consultation on planning and starting of new businesses* Assessed business opportunities and developed commercial strategies* Produced and presented industry/sector market research* Performed business matchmaking

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  New Brunswick Innovation Foundation

  Mar 2019 - Sept 2019

  ITBA & Data Analyst Intern

  * Constructed a MS Access relational database model & executed manual Quality Assurance* Processed, analyzed & presented data to management for enhanced decision making* Prepared Standard Operating Procedures and training on the new Research Fund Database and the Database Administrator role

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  BioNB

  Oct 2019 - Nov 2021

  Project Officer Sector Development

  * Deliver project management initiatives* Develop bioscience sector opportunities* Support client commercialization activities* Foster stakeholders relationships

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  SNB

  Nov 2021 - now

  Project Manager

  Manage and deliver IT projects across different parts of government within scope, timeand budget to enhance NB government operations• Develop full-scale project plans, manage project resources, risks and changes in scope,while facilitating change and liaising with project stakeholders• Effectively communicate project expectations to key stakeholders, present and advocateto senior management, identify potential issues and prepare mitigation plans• Coordinate team efforts and third-party contractors, supervise and motivate projectteam members and facilitate alignment and change• Apply Waterfall, Scrum/Agile and a combination of methodologies when suitable• Ensure projects are timely transitioned to operations, building strong workingrelationships through effective communication and detailed information presentation Show less