Experience

• 

  Pado s.a.

  Feb 2007 - Nov 2007

  Trainee | administrative

  Control over part of the credit and collection sector, the main activities involved were: Bank reconciliation, write-off of securities and early customer service.

• 

  Onixsat rastreamento de veículos

  Feb 2008 - Jan 2013

  Analysis of the entire message flow of the company, referring to used equipment and services provided with the diagnosis of bottlenecks, reducing costs, such as service improvements, focusing on the company. Direct contact with the user (customer), that is, analysis of customer difficulties and development of improvements for user satisfaction, software installation and training / support. Responsible for the specification of new tools and adaptations in the system. Customer Software Technical Support

  • Supervisory control of communication

    May 2010 - Jan 2013

  • Software Technical Consultant

    Aug 2009 - May 2010

  • Customer Support

    Feb 2008 - Aug 2009
• 

  Atos

  Jan 2013 - Nov 2018

  Key responsibilities: Project Management, Stakeholder Management, People ManagementDrive, coach and advocate teams on Lean transformation program. The program objectives are to improve customer satisfaction through timeliness & quality, to improve productivity and to improve employee well-being, by identifying and implementing improvements regarding five key areas: Customer-First, Process Efficiency, Performance Management, Mindset & Behaviors and Organization & Skills.Process optimization with a focus on cost reduction and maximization of added value in deliveries.Financial analysis, of GM, P&L, and TM of each segment to synchronize the actions with profitability.Monitoring SLAs and KPIs, identify, implement and follow up actions internally.Responsable for Demand vs Capacity analysis in Services Operation Show less

  • Project Manager Lean Six Sigma

    Jun 2017 - Nov 2018

  • Tower Service Manager

    May 2015 - May 2017

  • Team Leader ServiceDesk

    Oct 2013 - Apr 2015

  • Technical Support Engineer

    Jan 2013 - Oct 2014
• 

  Tcs

  Nov 2018 - Nov 2019

  Delivery assurance facilitator

  • Ensure product and service quality, working with other areas of the company to meet customer needs and internal organizational goals, ensuring results in line with project delivery level and performance indicators.• Identify opportunities for process optimization, focusing on cost reduction and value maximization in deliveries.• Implement quality processes for support operations and new projects, analyzing account and customer quality requirements, adapting processes, and implementing them in operations.• Review and monitor projects, metrics, and defect analysis, proactively identifying and mitigating risks.• Optimize processes with a focus on cost reduction and value maximization in deliveries, performing financial analysis of GM, P&L, and TM for each segment to synchronize actions with project profitability.• Develop departments in requirements applied within the organization, such as Agile, Scrum, Lean Six Sigma, and ITIL, for each type of delivery. Show less

• 

  Bis2bis e-commerce

  Jun 2020 - Feb 2022

  • Translate customer needs into strategic business opportunities with digital products, ensuring an excellent user experience with a focus on quality and results.• Maintain the client portfolio and price the services, creating and managing Roadmaps for activity and priority definition, developing user stories based on data analysis and KPIs for product usage, usage metrics and potential demand.• Manage and monitor NPS and SLAs, using agile and service management methodologies such as Scrum, ITIL, DMAIC, Leans SixSigma, to monitor trends, areas of attention, and improvement opportunities. Show less • Monitor, analyze and propose KPIs (Key Performance Indicators) for the area, breaking them down into action plans and projects for the team.• Manage and optimize the costs of internal projects, ensuring the efficiency of operations and the sustainability of actions.• Identify root cause and manage non-conformities, applying quality methodologies and tools.• Develop, review and deliver trainings to ensure team development and application of best practices.• Coordinate continuous improvement actions in the organization, supporting managers in decision-making and action plans.• Ensure delivery of goals, control of agreed KPIs and SLAs, aiming for customer satisfaction and service excellence.• Assist managers in team formation, training and leadership, promoting engagement and talent development.• Map company processes, identifying opportunities for optimization and simplification.• Develop, review and monitor quality documentation, aiming for MPS.Br certification and implementation of the Quality Management System.• Promote the culture of quality and company values across all areas and hierarchical levels. Show less

  • Customer Service Executive

    Sept 2021 - Feb 2022

  • Quality Coordinator

    Jun 2020 - Aug 2021
• 

  Atos

  Jun 2022 - now

  As Project Manager at Petrobras, I am responsible for negotiating and defining the scope, benefits, epics, objectives, and any other information related to the business case.Conduct and plan meetings with project stakeholders, as well as participate in project status meetings. Define, maintain, and control project planning, negotiating with suppliers, customer areas, and other Petrobras teams to participate in the project, defining effort, deadline, and deliverables. Resolve impediments, mediate conflicts, and prepare and deliver presentations, reports, and explanations about project progress.Track and ensure the execution of activities according to the planning done, create action plans and ensure they are executed as planned. Integrate and orchestrate ICT projects, consolidating and monitoring metrics, indicators, and benefits of the ICT project, as well as monitoring customer satisfaction with the project. Finally, register information and monitor in the tools indicated by Petrobras. Show less

  • Project Manager

    Nov 2022 - now

  • Business & Management Consultant

    Jun 2022 - now